PTS is seeking a Technical Service Manager to oversee the day-to-day operations of the Technical Service Department. In this role the Technical Service Manager will provide supervision, guidance, and mentoring to a team of three Technical Support Specialists. Additionally, this role will work to improve technical services processes and systems.
In addition to phone and email support, the role will require occasional visits to customer sites to assist with directly.
Job Responsibilities:
- Define, maintain, report, and achieve departmental goals by managing the team, planning and evaluating activities, and overseeing project management.
- Lead strategic planning initiatives and projects to enhance technical service processes and systems, ensuring they are more efficient, effective, and user-friendly for customers.
- Manage and develop a Technical Service team that provides remote technical assistance to customers.
- Ensure adherence to established processes, keep them updated, and drive improvements in process efficiency.
- Collect and analyze the Voice of the Customer to identify potential quality issues early by monitoring and examining product returns.
- Oversee and respond to both external and internal customer requests in a timely and accurate manner.
- Maintain high standards of technical service by enforcing and enhancing processes to meet customer needs.
- Monitor and coordinate product warranty returns, ensuring thorough analysis and clear communication with other teams to determine corrective actions.
- Collaborate with Technical Services team members to support customers by resolving concerns, providing technical application information, answering inquiries, and conducting virtual demonstrations.
- Develop and deliver Technical Service presentations and product comparisons to support business development efforts.
- Manage training initiatives for Technical Service, including product installation, commissioning, and operational guidance.
- Perform other duties as assigned.
Job Qualifications:
- BS in Engineering or other Technical Discipline
- 7 Years of experience as Technical Service Manager.
- Strategic Planning and project management experience.\
- Strong communication skills
- Working knowledge of plumbing, sealants, electrical HVAC and general construction
Benefits:
- Bonus Plan
- Hybrid Schedule
- Medical, Dental, and Vision Coverage