Technical Services Area Manager

22 hours ago

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

We are seeking a highly skilled Technical Services Area Manager to lead our technical services team in a specific geographic region. The successful candidate will be responsible for delivering world-class technical services to our customers, collaborating with local business leaders to define customer experience, and managing a team of service providers to meet service level agreements and budget expectations.

Key Responsibilities
  • Manage a geographic service region consisting of multiple countries, providing installation, setup, field service, and equipment remanufacturing services.
  • Oversee the performance management of Service Providers (SP) to meet SLAs and budget expectations, continuously improving service systems and processes to raise first-time fix rates and part diagnosis accuracy.
  • Identify, qualify, and onboard SPs in assigned areas to meet growth and budget needs, coordinating with procurement leaders to evaluate and rate potential SPs.
  • Coordinate technical training required to perform field service and remanufacturing services, facilitating admin setup for new SPs and setting communication information requirements and cadence per COE standards.
  • Perform customer and service provider SP visits regularly, ensuring SPs are continually trained to support equipment in their assigned territories and providing escalated support to SP Field Engineers.
  • Audit service invoices to ensure work done meets technical requirements, providing local associates with technical support as needed and managing part stock levels in market to minimize service disruptions and additional costs.
  • Coordinate with local business leaders to define desired customer experience and service budget, develop service plans and preventative maintenance programs that bring customer value, and link COE to local market needs and trends to ensure appropriate level of support is allocated.
  • Advise local business leaders on upgrade and project opportunities to improve reliability and/or reduce future maintenance costs, plan and execute local market equipment field testing, and advise sustaining leaders of reliability trends impacting uptime and budget.
Requirements
  • Associate Degree or vocational training in electrical/mechanical areas preferred.
  • Two or more years 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.
What We Offer

Rich Products Corporation is an equal opportunities employer and welcomes applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

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