Technical Customer Support Manager

Job Summary

The Technical Customer Support Manager is responsible for overseeing the field service department’s operations, ensuring exceptional customer service, and leading a team of service department personnel. This role involves managing customer interactions, equipment warranty administration, service contracts, coordinating in-house and in-field equipment repairs, equipment installation projects and providing various reports to management.

Duties and Responsibilities

• Lead, mentor, and manage the service team to ensure high organizational performance, efficiency, and internal and external customer satisfaction. Conducting regular performance reviews and providing feedback to team members on formalized goals/objectives.
• Ensure prompt and effective resolution of customer requests for service and complaints.
• Collaborate with sales, engineering, product management, operations and other departments to resolve open issues and provide feedback regarding possible product improvements.
• Ensure that installations projects are planned, coordinated and executed to a professional standard.
• Manage service parts inventory and forecasting to optimize responsiveness to demand.
• Manage relationship with Master Parts Distributor (Partstown) to capitalize on their core competencies (parts sales, web ordering and fulfillment, trouble shooting, video production, warranty support).
• Ensure that customer interactions are timely and appropriately communicated to the sales department and efforts are coordinated as necessary.
• Manage/administer equipment warranty and support programs including reporting on the relevant activities and results.
• Actively participates in the response to RFP/RFQ/Bids for system projects by evaluating the installation/project requirements and costs of each unique project including scopes of work.
• Monitor and report various KPIs related to service activities and results.
• Develop and maintain a service agent network that is technically competent, responsive and geographically comprehensive.
• Work with the Product Management, Marketing and Engineering to review, develop, and maintain equipment specification sheets and installation/operations/service manuals for Aladdin equipment
• Identity opportunities for process improvements and best practices to enhance service department efficiency and effectiveness as well as Aladdin as a whole.

Required Skills/Abilities

• Effective verbal and written communication skills.
• Superior organizational and team building skills.
• Proficient in Microsoft Office (including Excel), CRM software, and ERP systems (JDE system experience a plus)

Education and Experience

• BA/BS required
• Minimum of 10+ years of successful Technical Service departmental management with a team makeup of 5 or more.

Aladdin Temp-Rite provides equal opportunities to all employees and applicants without regard to disability, race, color, religion, sex, sexual orientation, gender identity or national origin.