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Technical Support and Service Manager

3 months ago

Cypress, United States Teledyne Full time

Be visionary Teledyne Technologies Incorporated provides enabling technologies for industrial growth markets that require advanced technology and high reliability. These markets include aerospace and defense, factory automation, air and water quality environmental monitoring, electronics design and development, oceanographic research, deepwater oil and gas exploration and production, medical imaging and pharmaceutical research.​ We are looking for individuals who thrive on making an impact and want the excitement of being on a team that wins. Job Description Job Summary: Responsible for the supervision of a variety of technical support & services functions which may include one or more of the following: phone/email support to customers, RMA creation, quality & service documentation, metric creation and tracking, and process improvement by working with other departments for overall benefit of company. Develops and implements activities in Technical Services to meet goals, quality, and cost objectives. Develops and leads personnel to ensure the efficient operation of the technical services function and develops schedules and manpower requirements for assigned areas. Prioritizes schedules based on multiple factors and customer requirements. Creates and manages the procedures/work instructions for technical support and service. Essential Duties and Responsibilities include the following. Other duties may be assigned. Consults with customers to address needs/issues/escalations. Oversees the Technical Support group. Directs subordinates to achieve assignments using established guidelines, procedures and policies by providing leadership to a unit or group of employees, assigning tasks and checking work at frequent intervals to ensure support goals are met within organization goals of budget, time requirements and high level of quality. Interacts with subordinates and/or functional peer groups regarding exchange or presentation of information. Determines work schedules and overtime (if applicable) and allocation of resources and equipment according to workload. Resolves problems as they occur. Pursues new ways to improve the efficiency of technical support. Develops, plans, and administers procedures. Recommends changes to unit or sub-unit based on customer feedback. Coordinates, develops, and implements standard operating procedures for functional area. Confers with department supervisors or leads to determine status of assigned projects. Prepares reports. Identifies obstacles to achieving business goals and provides solutions or seeks assistance. Ensures the working environment is clean, organized and safe for employees at all times. Understands and ensures staff complies with all safety and environmental policies and practices. Works to avoid erroneous decisions or failure to achieve results that may cause scrap, rework, use of excessive overtime, and/or delays in schedules. Frequently interacts with subordinate supervisors, outside customers, and functional peer groups at various management levels. Interaction normally requires the ability to gain cooperation of others, conducting presentations of technical information concerning specific project/schedules. Supervisory Responsibilities This job provides general supervision to a functional area which include supervision of other exempt and non-exempt personnel. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include providing leadership to employees, interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education and/or Experience Bachelor's degree (B.S.) from four-year college or university in a related field and 2-5 years of directly related experience and/or training; or equivalent combination of education and experience. Application experience and troubleshooting knowledge of air quality and continuous emission monitoring systems. Should have experience with all different technical support/service processes and ability to define and execute successful process improvements that increase productivity. Teledyne and all of our employees are committed to conducting business with the highest ethical standards. We require all employees to comply with all applicable laws, regulations, rules and regulatory orders. Our reputation for honesty, integrity and high ethics is as important to us as our reputation for making innovative sensing solutions. Teledyne is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age, or any other characteristic or non-merit based factor made unlawful by federal, state, or local laws. ​ You may not realize it, but Teledyne enables many of the products and services you use every day . Teledyne provides enabling technologies to sense, transmit and analyze information for industrial growth markets, including aerospace and defense, factory automation, air and water quality environmental monitoring, electronics design and development, oceanographic research, energy, medical imaging and pharmaceutical research.