This position is responsible for all aspects of the technical support function for the company which includes total management for all Apex based and field based direct reports.
Responsible for handling the effective supervision and scheduling of technical support personnel for service calls and installations.
Coordinates with the appropriate Technical Sales Representative and Director of Sales to ensure the proper resources and support for the installation & demonstration of new machines at customer sites by the Apex service group are available when required.
Maintains critical information on the company’s products and services, ensures the quality of answers to customers’ technical issues, provides Tipper Tie product feedback to Product Development and monitors competitors’ products. Is an effective partner to the global organization ensuring agents and all Tipper Tie technical service representatives are prepared to effectively support the Apex made products.
Ensures customer’s installation/demonstration needs are met in a satisfactory and timely basis by effectively scheduling technical support personnel for off-site installation activities. Communicates upcoming schedules with technicians utilizing computerized scheduling software in coordination with the Technical Sales Representative and Director of Sales.
Works closely with Director of Sales, Director of Operations, Regional Sales Managers, Technical Sales Reps and customers on ensuring the quality, quantity and timeliness of answers to customer questions. Uses own discretion for traveling to customer sites as needed to address technical or service issues. Will work with larger customers to develop training programs in-house to address their specific maintenance and service issues.
Manages and directs the service technician staff by providing supervision and leadership for the group in terms of establishing staffing, training, financial review, new projects, and managing performance. Develops and manages standard processes for all department activities and works to continuously improve them.
Collaborates with other departments in organizational continuous improvement projects. Activities include product, application and process improvements. Actively and regularly submits ideas for product improvements that address cost, quality and throughput.
Helps set CRM direction for the Service Technician group and ensures all direct reports are using CRM tool to store all necessary information related to customer interactions. Interactions include site visits or phone calls.
Responsible for helping set and maintain the operating expense budget for the technical service organization and responsible for promoting and obtaining service revenue via annual contracts or one time visits.
Collaborate with fellow Service Managers at Glinde to work on developing best practices for all of Tipper Tie. Creates and manages a training program for all worldwide technical service representatives making them effective in servicing US made equipment.
Bachelor’s degree in engineering, business or other related discipline or an equivalent amount of departmental or supervisory experience.
5 years of mechanical aptitude sufficient to understand technical services issues.
Must possess excellent oral and written communication skills and be able to work with Microsoft Office software.
Demonstrated ability to cultivate and maintain strong relationships with customers – both at the plant management level and the line manager level.
Proven skills must include decision making and critical thinking.
Demonstrated ability to multi-task, work with cross-functional teams and be highly organized.
Prior experience in lean leadership, 6S, six sigma and/or continuous improvement initiatives.
Ability to read mechanical/electrical drawings &/or schematics.
Additional Preferred Education/Skills:
Prior experience in the food manufacturing industry or technical service arena.
Prior experience working with Salesforce or a relevant CRM program.
Prior experience with PLC controlled automated equipment.
Ability to speak German or Spanish.
Work Environment & Physical Requirements:
Majority of time spent in a normal office environment.
Infrequent need to work on machinery: internally or offsite at customer locations.
Minimal travelrequired: domestic and international.
Flexibility to work reasonable extended hours to support the business as required.
Possession of motor skills required for use of computer keyboard, telephone, Tipper Tie machinery, and various office equipment.
Requisition ID 2017-2531