Technical Services Manager

AMF Bakery•Richmond, VA

1d•Hybrid

About The Position

Within the Customer Care team, the Technical Services Manager is responsible for driving the sales and profitability of AMF Services and other offerings. This includes the direct management of a team of field service technicians. This individual will be responsible for increasing bookings, maximizing technical service sales including maintenance service plans, training plans, inspections, and any other technical or training service-related offerings. They will also be responsible for leading continuous improvement initiatives that will provide cost improvement or efficiency improvements for the overall customer care business.

Requirements

Mechatronics, mechanical or electrical education or equivalent
Demonstrated sales experience preferably in the area of aftermarket offerings
Minimum 5 years of service or installation team management (bakery industry a plus)
Experience managing remote technical support individuals
Experience managing and growing revenue & profitability for a business
Confidence with excel spreadsheets and spreadsheet analysis (pivot tables, graphs, other analysis tools)
Familiarity with scheduling tools/technology for dispatching of techs and organizing work
Demonstrated ability to create Standard Operating Procedures
Written and verbal communication skills to interact professionally with customers and teammates required
Demonstrated ability to complete financial analysis including utilization analysis, margin analysis, customer pipeline analysis, etc.
Demonstrated ability to present in front of small groups either for internal or external training or during teammate meetings
Demonstrated ability to manage and supervise more than 10 people
Strong ability to work within a fast-paced environment with frequently changing priorities.
Positive, confident individual able to work in high-pressure situations

Nice To Haves

Proficiency in reading and interpreting engineered blueprints
Operational understanding of various types of Variable Speed Drives, Sensors, Conveyors, PLC's, OIT's, etc.
Background in Product communication software a plus
Experience developing and launching new offerings in the aftermarket space
Experience growing and managing a R&M (Repair & Modernization) business

Responsibilities

Deliver against revenue and profit targets, maximize teammate utilization and ensure top quality service and quality
Develop and deliver new technical service offerings, training, and or upgrade offerings for the aftermarket space
Work across the Americas ensuring the team delivers flawless service, successful R&M installations, project management, equipment upgrades & maintenance
Plan, recruit, onboard, develop training plans for and mentor new field service technicians
Collaborate with the other Field Tech Leaders globally to deliver continuous improvement on tools and processes to deliver cost savings and efficiencies for the business
Participate in project kick-off meetings as needed for Repair & Modernization (R&M) installations and be a support liaison with Project Managers during project kickoffs to help coordinate a project schedule
Provide quotations for R&M installation and service work, liaising with external resources as needed and scheduling resources using AMF scheduling tools
Plan field tech activities and anticipate the preparation of activities, plan external resources as necessary to ensure smooth and successful service or R&M install implementation
Provide onsite oversight of technicians for highly complex projects or as needed.
Be an escalation point of contact for the Project manager or customers as needed
Report on, manage and monitor ongoing R&M project quoting, planning etc. as needed
Provide constructive feedback on ways to improve consistency in tools, processes etc. on R&M or service work including but not limited to pre-work, safety, equipment, tools, quality or other items
Maintain field tech utilization rates of 85% and minimize use of external contractors and intercompany resources unless required for technical expertise or training
Continuously identify ways to improve the experience of field techs to allow them to be more successful in delivering high-quality customer experience
Chair regular team calls to ensure sharing of key information, feedback, training and announcements
Accountable for maintaining the field tech schedule, alerting teammates to upcoming trips, ensuring that they have all relevant preparatory information and in general are prepared for their service or R&M install trip
Accountable for managing the US & CAN 1st line support tech, tracking and maintaining response rates for technical support & technical visit cases to meet KPI's and overall improving the 1st line support experience for customers. Responsible for providing a quarterly report to the brands on case types and helping them to improve their case response
Responsible for maintaining the field tech skills matrix for people on your team
Participate on the Customer Care Leadership team adding relevant customer feedback, performance feedback, countermeasures and improvement ideas
Continuously elevate customer experience and foster a culture of continuous improvement within the Customer Care Department