Technical Services Manager

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JOB REQUIREMENTS:

We Don’t Just Build Machines. We Build What’s Next.

Join JOA, where we are uniquely built to find creative solutions with the hands and minds of many. We think ahead for ourselves and our customers. We openly share to empower each other, embracing the unknown with a commitment to conquer any challenge. We have an excellent opportunity for a Technical Services Manager who is responsible for ensuring exceptional customer service and on‑time delivery of our JOA delivered projects via our Technical Service team.

This individual is responsible for ensuring that we have the appropriate resources to meet our Service Commitments.

• Drive communication within the team to ensure understanding of the business, alignment to the strategic plan and other appropriate team communications.
• Develop a high‑performing organization through recruitment, development and retention of the Technical Services team.
• Drive talent development initiatives within the Technical Services organization.
• Ensure that the Technical Services function has the necessary infrastructure (technology, systems, etc.) to support current and planned services and installations.
• In partnership with Mission Control, coordinate the activities of Field Service Technicians, including scheduling and technical support.
• Develop and implement programs to ensure that projects are installed correctly and meet our agreed‑upon project scope.
• Build processes to capture field feedback on market intelligence, product quality and improvement opportunities, and report back to the appropriate parties.
• Drive process improvement initiatives to continuously enhance the quality of our product, service and delivery.
• Manage time associated with projects, including upfront budgeting of technician time and reporting/approval while in the field.
• Escalate potential issues and opportunities proactively.
• Partner with the Business Development Manager – Service and Marketing to develop marketing programs around field service capabilities.
• Provide technical assistance to customers and Field Service Technicians, responding to inquiries via telephone, fax or mail.
• Request and coordinate assistance from Engineering on technical and warranty issues to meet customer expectations.
• Review service reports and ensure necessary follow‑up is taken.
• Prepare Field Service Briefing Checklists and assist sales with service quotes, installation estimates, timelines and flow diagrams.
• Actively participate as a team member with Inside Sales.

Mid‑Senior level

Full‑time

Engineering and Information Technology

Machinery Manufacturing

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