Technical Service Manager

Description

Technical Service Manager

1. POSITION SNAPSHOT

In this role, you will lead and develop Flack Tek’s Technical Service Department, the first line of technical support for customers around the globe. You’ll oversee remote customer support, field service, preventive maintenance, factory repairs, and Assurance Plans, ensuring fast, accurate, and professional resolution of customer needs. You’ll coach a growing team of service professionals to deliver legendary customer support, technical excellence, and measurable improvements in response times, uptime, and customer satisfaction.

This role reports to the:
Site Director

2. PRIMARY OUTCOMES

• Department Performance & Scalability – Own the overall performance and scalability of the Technical Service Department, including people, processes, systems, capacity planning, service quality, and continuous improvement.
• Customer Responsiveness – Maintain average response time < 4 hours during business hours; ensure tone aligns with Flack Tek’s brand.
• Case Management – Achieve = 99 % accurate case creation in Salesforce/FSM within 4 hours of customer contact.
• First-Contact Resolution – Establish a baseline and drive sustained improvement in first-contact resolution, with appropriate escalation when needed.
• Preventive Maintenance (PMs) – Complete 100% of required Assurance Plan PM commitments within the applicable service interval.
• Factory Repair Turnaround – Complete = 90 % of factory repairs within 7 business days, maintaining full documentation accuracy.
• Loaner Fleet Readiness – Maintain 100 % coverage of required loaner units for contracts and complete monthly fleet audits.
• Technician Utilization – Maintain 70–80 % productive technician utilization
• Customer Satisfaction – Issue surveys for =95% of eligible completed service events and maintain an average Customer Satisfaction Rating of =4.0/5.0.
• Service Financial Performance – Deliver annual service revenue and performance objectives while maintaining =2% invoice defect rate and ensuring service work orders are completed and entered within 2 business days.

3. CORE RESPONSIBILITIES

• Lead, coach, and develop the Technical Service team to deliver legendary customer support and effective technical troubleshooting.
• Set clear individual and departmental expectations; provide feedback, address performance gaps, resolve conflict, and recognize strong performance.
• Forecast service demand and manage staffing, technician capacity, utilization, cross-training, scheduling, and coverage to support business growth.
• Own customer responsiveness and communication standards across phone, email, Slack, and other service channels.
• Manage the end-to-end service case workflow in Salesforce/FSM, ensuring accurate prioritization, assignment, documentation, escalation, and closure.
• Maintain effective triage and escalation processes using severity levels, failure categorization, and defined technical escalation paths.
• Oversee preventive maintenance and field service execution, including technician dispatch, scheduling, routing, customer coordination, equipment returns, parts readiness, and service documentation.
• Manage factory repairs, coordinating with Logistics, Supply Chain, Production, Engineering, and Quality to achieve timely, documented resolution.
• Maintain service parts and loaner fleet readiness to support customer uptime and Assurance Plan commitments.
• Develop and maintain service procedures, troubleshooting guides, technical documentation, training materials, and technician qualification requirements.
• Own department performance through KPIs and operating reviews; identify gaps, assign corrective actions, and drive improvements in service, quality, cost, and productivity.
• Partner with Engineering, Quality, Production, Sales, and…