Technical Services Manager

Summary

The Technical Service Manager is responsible for overseeing technical support operations, managing service personnel, and ensuring customer satisfaction through efficient service delivery. The hands-on role involves troubleshooting, maintaining service standards, and implementing improvements to enhance technical support functions.

Areas of responsibilities may include but are not limited to:

• Supervise and guide technical support staff, field service engineers, or technicians.
• Recruit, train, and evaluate team members to ensure high performance.
• Foster a customer-focused and problem-solving culture within the team.
• Oversee technical service operations, ensuring timely and effective customer support.
• Manage service requests, escalations, and resolutions to meet service-level agreements
• Develop and maintain troubleshooting procedures and best practices.
• Serve as the main point of contact for customer escalations and critical issues.
• Maintain strong customer relationships by ensuring service excellence.
• Gather customer feedback to improve service quality and technical solutions.
• Identify areas for improvement in service delivery and implement effective solutions.
• Work closely with various departments to address and troubleshoot recurring issues.
• Keep up to date with industry trends, technology advancements, and best practices.
• Manage technical service budgets, including staffing, equipment, and training costs.
• Provide reports and insights on service performance, efficiency, and customer satisfaction.
• Track key performance indicators to drive continuous improvement.
• Ensure that safety programs are established and adhered to by all personnel while
• Maintain a safe, clean, and organized facility
• Set clear goals and objectives, establishing expectations for continuous improvement

Education, Skills, Experience, and Knowledge

• High school diploma/GED or equivalent work experience
• Previous experience in a similar role
• Must have mechanical aptitude and previous experience with hands on mechanical skills, electrical experience is a plus
• Previous supervisory experience
• Ability to train, supervise, and direct personnel
• Teamwork, multi-tasking, and leadership skills
• Proficiency in Microsoft Office (Outlook, Excel, Word) and ERP systems
• Excellent interpersonal and communication skills

Work Environment

Warehouse/fabrication environment

Physical demands may include but are not limited to:

Moderate walking, standing, and/or climbing; light lifting and carrying, stooping, bending, kneeling, and reaching. Must be able to lift a minimum of 60 lbs.

Travel

Light

Exemption Status

Exempt