Description
Position Summary
The Technical Service Manager serves as the lead technical subject matter expert for the department and is responsible for developing the team's technical skills and capabilities. The position provides leadership and training to service technicians, while at the same time serving as a technical resource for sales and project management. This role bridges the gap between engineering, parts, preventive maintenance and field technicians, ensuring consistent technical standards are applied across the department. This role is accountable for technical development of resources, implementing technical standards, troubleshooting processes, while doing so in a safety conscious manner.
Location
De Pere, WI
Essential Functions and Responsibilities
• Serve as the department's primary technical trainer
• Provide management and direction to technicians and other department staff
• Responsible for hiring, development, performance management, and disciplinary action
• Provide advanced trouble shooting support for customer issues
• Lead corrective action efforts when service performance issues or gaps are identified
• Establish and maintain technical standards, documentation, troubleshooting guides and procedures
• Train new and existing team members on correct technical processes and procedures
• Review and interpret technical reports and provide guidance as needed
• Provide accurate project cost estimates to the sales and project management teams
• Ability to provide after-hours support to customers and Service team members
• Travel to learn new products, provide training to team members, and identify opportunities for product improvement (Travel up to 10% of time)
• Support a team culture of continuous improvement and technical excellence
Qualifications
• Bachelor's degree in business or technical discipline
• In lieu of a bachelor's degree, an associate's or technical degree with 3-5 years' experience leading a technical team
• Strong electro-mechanical experience servicing and troubleshooting industrial machinery
• A strong track record of providing excellent customer communications
• Experience working with a CRM system such as Salesforce, is a plus
• Experience with SAP or similar ERP system is a plus
• Proficient with Microsoft Office, Word, Excel and Outlook
• Strong organizational and time management skills, with the ability to effectively prioritize multiple tasks and competing responsibilities
• Experience developing and implementing training programs
This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
