National Tech Support Manager
About The Position
POSITION SUMMARY Responsible for managing the NTS Team & communicating with factory. Meeting customer expectations and sales commitments. Managing the personnel within technical support with responsibilities of technical support supervision. SPECIFIC RESPONSIBILITIES National Customer Issues: Ensuring appropriate region/personnel are addressing and bringing resolution. Assist with National Technical Support Specialist scheduling and training. Assisting Technical Support Manager and providing backup in his absence. Supervision and coordination of remote diagnostics and video diagnostic programs. Provide recommendations of FSR training with Stiles Education. Assist with National Technical Support Specialist daily duties and coordination. Assist Regional Technical Support Specialists and FSR’s with troubleshooting problems/issues. Supply level-II technical support to customer, FSR’s and other service office staff. Act as a direct liaison to the factory to resolve technical issues. Periodically visit factories for training and updates. Assist Regional Technical Support Specialists in determining needs for installations and other service work. Assist the Parts Department on technical issues, stocking levels and new machine parts inventories. Demonstrate at all times a positive attitude toward job and company. Openly support all policies, procedures and management practices. ESSENTIAL FUNCTIONS Review upcoming projects, and develop and implement plan of action Providing strategic direction to personnel and motivating personnel Accomplish objectives by recruiting, selecting, training, assigning and scheduling appropriate team members Review and approve and submit staff expense reports timely Assist in selling services to existing and potential customers. This may include preventive maintenance and service on equipment not sold by Stiles QUALIFICATIONS 5 or more years of previous leadership experience in a service or technical service environment. Field service / technical experience desired
Requirements
- 5 or more years of previous leadership experience in a service or technical service environment
- Technical and business acumen
- Excellent organizational and time management skills
- Able to create project plans and manage multiple projects simultaneously
- Analytical and problem-solving skills
- Strong communication and presentation skills
- MS Office Applications (Word, Excel, Power Point)
Nice To Haves
- Field service / technical experience desired
Responsibilities
- Managing the NTS Team & communicating with factory
- Meeting customer expectations and sales commitments
- Managing the personnel within technical support with responsibilities of technical support supervision
- Ensuring appropriate region/personnel are addressing and bringing resolution to National Customer Issues
- Assist with National Technical Support Specialist scheduling and training
- Assisting Technical Support Manager and providing backup in his absence
- Supervision and coordination of remote diagnostics and video diagnostic programs
- Provide recommendations of FSR training with Stiles Education
- Assist with National Technical Support Specialist daily duties and coordination
- Assist Regional Technical Support Specialists and FSR’s with troubleshooting problems/issues
- Supply level-II technical support to customer, FSR’s and other service office staff
- Act as a direct liaison to the factory to resolve technical issues
- Periodically visit factories for training and updates
- Assist Regional Technical Support Specialists in determining needs for installations and other service work
- Assist the Parts Department on technical issues, stocking levels and new machine parts inventories
- Demonstrate at all times a positive attitude toward job and company
- Openly support all policies, procedures and management practices
- Review upcoming projects, and develop and implement plan of action
- Providing strategic direction to personnel and motivating personnel
- Accomplish objectives by recruiting, selecting, training, assigning and scheduling appropriate team members
- Review and approve and submit staff expense reports timely
- Assist in selling services to existing and potential customers. This may include preventive maintenance and service on equipment not sold by Stiles
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
