Global Technical Services Manager

1 week ago


Andover, Hampshire, United Kingdom Rich Products Corporation Full time
Job Summary

The Technical Services Area Manager will be responsible for leading the technical services team in a designated geographic region, ensuring the delivery of high-quality services to customers. This role will require strong leadership and management skills, as well as the ability to collaborate with cross-functional teams and stakeholders.

Key Responsibilities
  • Manage a team of service providers to ensure timely and effective delivery of technical services
  • Develop and implement service plans and strategies to meet customer needs and business objectives
  • Collaborate with local business leaders to define customer experience and service budget
  • Oversee the performance management of service providers to meet SLAs and budget expectations
  • Continuously improve service systems and processes to raise first-time fix rates and reduce service disruptions
  • Identify, qualify, and onboard new service providers to meet growth and budget needs
  • Coordinate with procurement leaders to evaluate and rate potential service providers
  • Advise procurement leaders on operational contract requirements and review agreements to ensure operational feasibility
  • Coordinate technical training for service providers
  • Facilitate administrative setup for new service providers
  • Set communication information requirements and cadence per COE standards
  • Perform customer and service provider visits regularly
  • Ensure service providers are continually trained to support equipment in their assigned territories
  • Provide escalated support to service provider field engineers, including requests for exchanges
  • Audit service invoices to ensure work done meets technical requirements
  • Provide local associates with technical support, as needed
  • Manage part stock levels in market to minimize service disruptions and additional costs
Requirements
  • Associate degree or vocational training in electrical/mechanical areas preferred
  • Two or more years of experience as a service technician
  • Passion for customer satisfaction
  • Experience with electro-mechanical and IoT connected equipment
  • Strong written and verbal communication skills
  • Excellent attention-to-detail and organizational skills
  • Working knowledge of computers, including Windows and Microsoft applications
  • Initiative-taking and goal-oriented
  • Ability to travel, including internationally
Working Conditions

This role will require lifting of fifty pounds (22.5 KG) and pushing or pulling of up to 250 pounds (110 KG). A significant amount of travel is required, with 50% or higher travel at times.



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