PDS Tech Inc Manager of Technical Service in Appleton, Wisconsin
This position is responsible for the operations and supervision of the Technical Services Department, including field service, call center, machine test and training for all product lines. Responsible for servicing all equipment in all customer locations, globally. Maintains and improves the 24-hour service support to all customers. The position manages this group to fulfill customer expectations, upholding customer loyalty as the highest priority. This position manages department-level profit and loss, and assists the Vice President with annual budgeting. This is an exempt position that may require in excess of a 40-hour week in order to effectively carry out the listed job duties.
Responsible for all operations of the Technical Services Department, globally. Creates and staffs new service groups at remote locations, as needed to meet customer and market needs. Oversees in-house service functions, as well as all services being performed at customer locations. Takes proactive measures to ensure machinery operates according to customer expectations. Ensures that customer issues are addressed efficiently and promptly. Oversees the staffing and function of the 24/7 Service Call Center. Maintains good relations with all customers and provides excellent service, on a global basis.
Coaches, reviews and promotes direct reports. Responsible for department staffing (e.g., scheduling, total employment, and resolving conflict in a fair and just manner). Creates and maintains a positive environment of highly motivated and capable Technical Service staff. Organizes work to provide optimal efficiencies. Ensures that established policies and procedures are followed, including the proper documentation of service trips, service tickets and customer interface.
Develops new service business to increase department revenue and profitability through the selling of service contracts, call center services and other after sale support services.
Ensures that all direct reports receive the required training to perform their jobs well. Keeps accurate records representing the technical abilities of each department member. Ensures that Technical Service personnel receive cross-training among functional groups. Responsible to mentor all department personnel, to assist with their professional development and potential career advancement. Fosters an internally collaborative customer culture of greatness, to assure a successful external customer experience.
Responds to customer calls regarding equipment operational problems and troubleshooting. Provides a written record of service to communicate this information to other departments.
Works with Sales/Spare Parts Sales, Engineering and Operations to ensure that customer requirements are met on time and within budget. Works proactively to anticipate and avoid warranty issues. Resolves customer complaints quickly and completely.
Responsible for coordinating any safety-related recalls, updates and communications.
Continuously improves the effectiveness and efficiency of systems, processes, and infrastructure for the customer service and technical services function. Develops standard workflow processes and procedures related to customer problems. Additionally, identifies opportunities to improve other internal suppliers’ work output, and collaborates with respective leaders to understand the opportunities and ramifications.
Provides accurate and timely quotations for all Technical Services functions. Works with Accounting to ensure accurate and prompt invoicing and collections.
Proposes, for approval, an annual department budget sufficient to carry out planned customer service sales volumes and strategies. Maximizes profitability and minimizes expense of the service group.
Continually interfaces with customers to identify their needs and determine how to best fulfill them. Ensures that everything that can be reasonably expected to maintain an excellent reputation of customer service with every account.
Proactively seeks and suggests new services to be provided to the customer. Works with Marketing Department to create literature, ready-for-sale documents, training, pricing, etc. for new services.
Travels overnight as required to address customer issues. Also assesses field service installations, customer service performances, customer machinery and plant conditions. Attends trade shows.
Coordinates with Sales Department and customer for testing, installation, service trips, demos, training, and other customer service issues.
Possesses knowledge of all processes and equipment to advise and assist employees in decision making, and testing/troubleshooting machinery.
Oversees the machine training programs, assuring a completed and well-executed program is in place to meet the customer's needs.
A Bachelor’s Degree in a technical or business field or equivalent, plus a minimum of five years of experience in a technical or service industry. A high technical aptitude is required. Must have systematic problem-solving skills, ability to address immediate problems and work in parallel towards longer-term root-cause analysis. Must have a passion for safety. Must be able to develop and maintain excellent customer relationships. Must be able to travel globally on short notice, with extended visits possible including weekends and holidays. Excellent interpersonal, negotiation, leadership and customer-relations skills are essential.
All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.