Technical Services Manager

Job Responsibilities & Essential Functions

Responsible for ensuring exceptional customer service and on-time delivery of projects via the Technical Service team.

• 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 Technical Services team members and drive talent development initiatives.
• Ensure 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, providing technical support, and coordinating internal information.
• Develop and implement programs to ensure that projects are installed correctly and meet the agreed-upon project scope.
• Build processes to ensure that feedback from the field regarding market intelligence, product quality, and opportunities for improvement is reported back to appropriate parties.
• Drive process improvement initiatives to continuously improve the quality of product, service, and delivery.
• Manage time associated with projects, including upfront time budgets for technicians and approval while in the field.
• Escalate when opportunities or potential issues are foreseen.
• Partner with the Business Development Manager—Service and Marketing to develop e‑marketing programs on field service capabilities.
• Provide technical assistance to customers by providing equipment‑related and problem‑solving information.
• Respond to customer inquiries by telephone, fax, or mail.
• Provide assistance and technical support to Field Service Technicians.
• Request and coordinate assistance from Engineering Department on technical and/or warranty issues as required to meet customer expectations.
• Review service reports and ensure necessary follow‑up is taken.
• Prepare Field Service Briefing Checklists.
• Assist sales with service quotes, installation estimates, timelines, and flow diagrams as required.
• Actively participate as a team member with Inside Sales.

We’re an Equal Opportunity Employer. Apply Online: (Use the "Apply for this Job" box below)./3640BA5333CC4855