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Posted: 05/06/2024 Employment Type: Direct Hire Industry: Technical - Engineering Job Number: 12952 Pay Rate: 130,000

Job Description

Technical Support Manager

Ready to take on a challenging and rewarding role driving technical support excellence? Apply now and be a part of our dynamic team!

Why you should work here:

Join a company with a clear promotion track and a manager who loves mentoring, influencing new processes, and improving service performance.
Enjoy strong and affordable benefits including medical, dental, vision, and a 6% 401K match.
Work directly with a team of experienced technicians and engineers, overseeing technical support for capital equipment.
Collaborate with cross-functional teams to identify and address systemic quality problems and drive positive change.

Responsibilities include:

Oversee the Technical Support team, providing leadership, guidance, and mentorship to ensure effective customer service and resolution of equipment issues.
Collaborate with New Product Development, Quality, and Engineering departments to identify recurring issues and drive improvements in design and manufacturing processes.
Monitor team performance metrics, analyze trends, and generate reports to track key performance indicators and identify opportunities for improvement.
Communicate regularly with internal stakeholders to provide updates on technical support activities and address any issues or concerns.
Implement and maintain quality assurance processes to ensure the accuracy and consistency of technical support interactions.
Conduct research, collect and analyze data to prepare reports and deliver presentations.
Supervise and manage direct reports, including hiring, training, performance appraisals, and resolving problems.

What you need to succeed:

Bachelor’s degree or equivalent work experience.
Strong mechanical or electrical engineering background with an understanding of maintenance/repairs for capital equipment.
Experience working for an OEM managing a team responsible for servicing equipment at client sites is preferred.
Technical understanding of electro-mechanical equipment, preferably from an engineering standpoint.
Experience leading 5why or 8D studies and a mix of discipline and soft skills.
Ability to communicate effectively with engineers and field maintenance techs, demonstrating strong leadership and interpersonal skills.
Minimum 3 years of managerial experience with at least 6 direct reports.
Proficiency in Microsoft Office Products and strong analytical skills.
Ability to see underlying concepts and patterns in complex situations and develop innovative solutions.
Skilled in problem-solving, change management, and strategic planning, with a focus on safety awareness.

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