Job DescriptionGeneral Purpose:
The Technical Service Manager should be a capable leader, with the ability to analyze business performance, chart and execute business development initiatives, and manage the Technical Service operation. Responsible for managing Technical Services (technical phone support) and all operational metrics to achieve the department’s goals of on-time customer service, customer satisfaction ratings, and service revenue.Major Duties and Responsibilities:
Manage Technical Services reporting, developing, evaluating performance, and recruiting to ensure that they effectively contribute to department goals.
Develop, in conjunction with Training Department, advanced training curriculum and processes required to improve skill level of direct reports and contribute to overall Customer Loyalty.
Develop Technical Services to drive first time fix rate improvements.
Ensure customer satisfaction goals are met.
Escalate and ensure adequate support and planning of customer issues.
Serve as a liaison between Technical Services and appropriate departments within Flow, effectively communicating and ensuring resolution to critical issues.
Provide regular services status and indicator reports as required.
Conducts performance evaluations for all direct reports.
Help build & develop service revenues through partnerships, programs, promotions, and creative selling of unutilized service capacity.
Maximize operational efficiencies and financial performance through application of appropriate metrics, policies, & procedures.
QualificationsKnowledge, Skills and Abilities:
Process-oriented skills with proven ability to lead and manage others.
Strong interpersonal skills to work effectively with others, solicit input, lead and motivate.
Comprehensive knowledge of related industry capital equipment components and systems required; preferably waterjet related.
Proven experience managing people with strong mechanical, hydraulic, plumbing, pneumatic, electrical, and electronic skills required.
Proven experience managing people who have experience using precision measuring instruments including micrometers, levels, and alignment equipment.
Ability to think creatively and innovatively.
Strong organizational skills.
Ability to analyze complex problems.
Strong oral and written communication skills.Education and/or Training:
Minimum 5 years Lead, Supervisory, or Management experience
Minimum of 5 years’ experience with conventional or specialty machine tools
Additional InformationNo Recruiters Please!
Shape Technologies Group and our companies operate as an equal opportunity employer. Per regulations, any reasonable accommodations throughout the recruitment, selection and/or assessment process to applicants with disabilities will be provided. If you require disability related accommodations, please inform Human Resources. All personal information that is collected will remain private and confidential.
We thank all applicants for their interest; however only those selected for an interview will be contacted.