This position is responsible for, resolving technical and operational problems for customers and Field Service Engineers remotely by utilizing proper diagnostic resources.  Work closely with other Product Support Engineers, Administrative Assistance, Schedulers and Regional Managers. This position is also responsible for supervising a team of engineers

Duties & Responsibilities

• Perform recurring reviews of team’s performance including random audits for quality.
• Create training plans for each engineer and schedule with our training department
• Ensure proper support by scheduling PTO, Training & Field Missions to meet customer demands and internal goals
• Approve PTO request and bi-weekly timecards.
• Monitor incoming cases to ensure highest level of customer support is being provided and daily goals are met.
• Hold recurring meetings with team.
• Support escalation of complex issues
• Work with service schedulers for coordinating correct field support
• Utilize and understand SIS Software system
• Working knowledge of SAP software and other computer skills as required by position.
• Maintain communication with customers, Field Service Engineers and other TRUMPF Inc. personnel in a professional manner

Experience

Must have extensive TRUMPF product knowledge. Minimum three years prior experience or equivalent in customer service/technical concentration is preferred. Must be able to lift up to 50lbs.

Education

Two year technical school degree with concentration in Engineering principles or suitable combination of education and work experience.