Product Support Group Supervisor - 2D Laser

TRUMPF•Farmington, CT

About The Position

As a family-run, high-tech company with nearly 19,000 employees at 71 locations worldwide, we are looking for forward thinkers with unconventional ideas and drive to join our team. Our company culture, which values collaboration and mutual trust, creates the ideal framework for boldly trying new things and questioning the status quo. Our technologies inspire people to develop and produce things that are currently unimaginable. Whether lasers, machine tools, EUV or electronics - TRUMPF is building technological worlds for future generations. Are you ready for new challenges? This position is responsible for, resolving technical and operational problems for customers and Field Service Engineers remotely by utilizing proper diagnostic resources. Work closely with other Product Support Engineers, Administrative Assistance, Schedulers and Regional Managers. This position is also responsible for supervising a team of engineers

Requirements

Must have extensive TRUMPF product knowledge.
Minimum three years prior experience or equivalent in customer service/technical concentration is preferred.
Must be able to lift up to 50lbs.
Two year technical school degree with concentration in Engineering principles or suitable combination of education and work experience.

Responsibilities

Perform recurring reviews of team’s performance including random audits for quality.
Create training plans for each engineer and schedule with our training department
Ensure proper support by scheduling PTO, Training & Field Missions to meet customer demands and internal goals
Approve PTO request and bi-weekly timecards.
Monitor incoming cases to ensure highest level of customer support is being provided and daily goals are met.
Hold recurring meetings with team.
Support escalation of complex issues
Work with service schedulers for coordinating correct field support
Utilize and understand SIS Software system
Working knowledge of SAP software and other computer skills as required by position.
Maintain communication with customers, Field Service Engineers and other TRUMPF Inc. personnel in a professional manner