Technical Service Manager
: Job Details :


Technical Service Manager

SNI Technology

Location: Orlando,FL, USA

Date: 2024-12-21T05:13:35Z

Job Description:

SNI Technology is currently seeking a Director of Service and Customer Support for our client in the Central Florida Area. The role requires a strategic leader with experience in service operations, a customer-centric mindset, and strong technical expertise in photonics. Our client has been in business for over 60 years with offices in three states and is a leader in their field.

Essential Duties and Responsibilities

Leadership & Strategy:

  • Develop and execute service strategies to enhance customer satisfaction and loyalty.
  • Lead and mentor a multidisciplinary team of service engineers and support staff.
  • Collaborate with senior leadership to align customer support initiatives with company goals.

Operational Excellence:

  • Manage all post-sales service operations, including technical support, installation, repairs, and preventive maintenance.
  • Establish performance metrics, monitor service quality, and implement process improvements.
  • Ensure compliance with industry standards and company policies.
  • Customer Relationship Management:
  • Act as the primary escalation point for high-impact customer concerns.
  • Build and maintain strong relationships with key clients and partners.
  • Develop and implement training programs to ensure the support team is knowledgeable about the companies products and customer needs.

Technical Expertise:

  • Oversee troubleshooting and resolution of complex technical issues.
  • Stay updated on industry advancements and recommend upgrades to improve service offerings.
  • Provide input on product development based on customer feedback.

Budgeting & Reporting:

  • Prepare and manage the departmental budget.
  • Generate detailed reports on service performance, customer satisfaction, and team productivity.
  • Other duties as assigned.

QUALIFICATIONS:

  • CRM or ERP experience required.
  • Electronics or Laser Experience preferred

EDUCATION:

Bachelor's degree in Photonics, Optical Engineering, Electrical Engineering, Mechanical Engineering, or a related field.

CERTIFICATES, LICENSES, REGISTRATIONS:

Valid Drivers License and clean MVR record & BCI record.

PHYSICAL DEMANDS:

Ability to lift 50 lbs

TRAVEL:

  • Up to 25%
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