Supervisor, Product Technical Support & Field Service
Overall Job Summary Responsible for managing technical support and field service support teams for our highly advanced industrial equipment that is installed, repaired, and maintained by at our North American customer sites.
Manages work load of all service technicians, assuring the highest level of customer support is provided issues are resolved in timely manner.
Manage customer service hotline, logistics and expenses of traveling technicians.
Manage and schedule product installation and start-ups.
Implement best practices for service-related industry.
Assist with resolution of customer technical problems.
Customizes service work orders and maintains a consistent flow of communication with the customer until the completion of the job.
Maintains service schedule (weekly).
Job costing (Service).
Develops and conducts training on the safe operations of the equipment and demonstrates skills to
trainees, including customers, distributors and internal team members.
Maintains service call checklists.
Operates service department to budgeted costs.
Assists in the preparation of the annual budget.
Additional duties as assigned.
Responsible for supervising a team of employees.
PHYSICAL ASPECTS/WORK ENVIRONMENT:
Regularly required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; stoop, kneel, crouch, or crawl; and talk or hear.
Regularly/Occasionally lift and/or move up to 50 pounds.
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
Regularly/Occasionally exposed to wet and/or humid conditions, moving mechanical parts, fumes or airborne particles, extreme cold & heat, risk of electrical shock, and toxic or caustic chemicals.
The noise level in the work environment is usually low/moderate.
* Reasonable accommodations may be made to enable individuals to perform the essential functions.
Qualifications / Requirements
Bachelor’s Degree in related field; or an equivalent combination of education and experience sufficient to successfully perform the key accountabilities of the job required
8+ years progressive experience in related field required: Mechanical, Electrical, Electronics, Hydraulics, Computer Hardware and/or Software
Technical Agility- Mechanical, Electrical, Electronics, Hydraulics, Computer Hardware and Software;
5+ years in a leadership role (direct or indirect)
Prior managerial/supervisory experience
Periodic travel is required, including the potential for international travel
High degree of proficiency MS Office Suite, Outlook & Internet applications
Strong analytical, prioritizing, interpersonal, problem-solving, presentation, budgeting, project management (from conception to completion), & planning skills
Strong verbal and written communication skills (including analysis, interpretation, & reasoning)
Solid understanding and application of mathematical concepts
Ability to develop and maintain collaborative relationships with peers and colleagues across the organization, as well as, internal and external clients
Ability to work well autonomously and within a team in a fast-paced and deadline-oriented environment.
Ability to work with and influence peers and senior management
Self-motivated with critical attention to detail, deadlines and reporting
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Ability to read, write, and comprehend simple instructions, short correspondence, and memos
Possess a mechanical aptitude; ability to use a large variety of hand tools and basic knowledge of power tools, forklifts, welding equipment, and cutting torch.
Ability to work overtime as necessary
Must have current driver’s license.