Employers

Technical Services & Support Manager - Retail Fueling and Electronic System

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Job ID:

208

Location:

Hodgkins, IL 

Category:

Customer Service, Management
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Job Views:

721

Posted:

06.24.2014
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Job Description:

Mission Statement: Lead a unified technical services center with the correct levels of technical services and support capability to ensure customers (sales teams, distributors, end-users etc) are supported at the appropriate level of complexity. Manage and oversee a team of technical services and support professionals to fulfill all commitments efficiently and effectively. Champion and implement continuous improvement activities that enhance the level and scope of technical services and support. Ensure that distributors and end-users are thoroughly trained to install and maintain OPW products and systems.

 

Accountabilities: Supervise employees who provide effective and timely technical services and support for OPW products/systems directly to the sales force, distributors and end-users. Coordinate this function with the respective sales team. Ensure teams meet performance metrics. Manage appropriate reporting and knowledge management systems.

 

Responsibilities:

  • Develop a unified technical services and support center including call center support, field services and delivery of internal / external technical training.
  • Develop and implement a long term vision and strategy for the Technical Services function.
  • Develop, evaluate, and review technical services and support systems, tools, procedures and standards; monitor the cost and effectiveness of activities to optimize resources (including budget controls), prioritize spending, and achieve timeliness, reliability, and customer satisfaction standards.
  • Establish and achieve appropriate performance and quality metrics through standardized use of customer relationship management and/or enterprise resource planning software to document and report on key activities (troubleshooting, diagnosing, corrective actions and follow-up etc).
  • Motivate and inspire collaborative, cross-functional support with value and respect for all employees.
  • Supervise activities of service and support teams to ensure all are operating efficiently. Work with teams to develop annual accountability plans, conduct performance reviews, merit increases etc.
  • Ensure team members are thoroughly trained to install, service maintain and troubleshoot defined OPW products and systems.
  • Proactively communicate performance status of team to the appropriate constituents.
  • Implement skill development programs to enable the ongoing improvement of associates’ soft skills.
  • Research, evaluate, and recommend new equipment and tools to enhance the capabilities of the technical service and support team.
  • Proactively monitor performance levels and provide real time feedback as necessary to associates.
  • Partner with Product Management, Sales and Customer Support Teams to communicate trends and disseminate technical updates and/or technical service bulletins. Maintain positive working relationships with all departments and field employees.
  • Manage Technical Support (Call Center Support) and Technical Services (Field Support)
    • Ensure adequate Technical Support is provided over the telephone, via email or in the field as a response to distributor and customer inquiries, or proactively based on product changes or enhancements and/or during field training, installation, testing and/or certification.
    • Provide coaching on advanced customer service and call center techniques.
    • Plan, prioritize, and implement service activities to fulfill contracts and service-level agreements.
    • Estimate the cost, time, and resources required for installations, upgrades, and other technical services; prepare work orders and monitor the progress of work against estimates.
    • Ensure delivery of training in the field for distributors, contractors and end-users on installation, use and maintenance of OPW products, as required.
    • Assist in identification and management of regional certification and testing needs.
    • Grow the customer base and manage all service resources to ensure customer satisfaction.
    • Other duties as assigned.

 

 

Qualifications:

  • Bachelor’s degree, preferably in Engineering, Information Technology or Computer Science. Master’s degree preferred.
  • 7+ years’ experience in Customer Service operations and Technical Support
  • 5+ Years’ experience in Project Management
  • 5+ Years’ Supervisory experience.
  • Authoritative knowledge of call center management best practices and processes
  • Excellent skills in leadership, communication, negotiation, motivation, and persuasion.
  • Demonstrable record of working on management teams, preferably within the PEI industry.
  • Excellent written and oral communications skills
  • Disciplined work ethic
  • Detail Oriented and well organized
  • Team Player

 

Special skills:

  • Familiarity with Lean and continuous improvement methodologies
  • Six Sigma knowledge desirable
  • CAD use and understanding helpful
  • Must be able to use MS Office applications
  • Ability to learn Salesforce.com
Company Info
OPW Dover

United States

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