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Technical Services Area Manager
2 months ago
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 to drive business growth and customer satisfaction.
Key Responsibilities- Manage a team of service providers to ensure timely and effective delivery of technical services
- Develop and implement service strategies to meet customer needs and drive business growth
- 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
- 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
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.
