Technical Service Manager

6 days ago

Fort Lauderdale, Florida, United States MSHS&PPG Full time
Job Title: Technical Service Manager

At MSHS&PPG, we are seeking a highly skilled Technical Service Manager to join our team. As a Technical Service Manager, you will be responsible for leading our service team to ensure safe and efficient maintenance and repair processes.

Key Responsibilities:
  • Manage technicians to ensure safe and efficient maintenance and repair processes.
  • Oversee the master work schedule to ensure compatibility of qualifications and skillsets to perform work safely and professionally.
  • Assist with coordination of training efforts to ensure development of technicians.
  • Provide coaching and feedback to individual Service Technicians, including performance reviews and opportunities for professional growth.
  • Manage work environment to maintain a positive culture and handle conflict situations effectively.
  • Ensure maintenance and repairs are performed efficiently, on time, and on budget.
  • Maintain coverage, including an on-call schedule, to ensure sufficient customer response capabilities.
  • Provide first-level support to Service Technicians requiring assistance and escalate technical support needs for resolution when needed.
  • Monitor the status of open repairs with technicians and address issues that impact completion and invoicing of repairs timely.
  • Monitor and work towards goals and targets, KPIs, set for the branch.
  • Work closely with sales teams to ensure timely execution of sales opportunities.
  • Direct service team in determining answers to customer issues and resolve escalated customer issues.
  • Provide progress reports to improve service team satisfaction and efficiency.
  • Support service team in the field during overflow emergency situations.
  • Build relations with customers, manufacturing, distribution, and vendors.
  • Advocate service offerings and build customer loyalty.
  • Provide direct supervision for special projects to ensure proper execution of services.
  • Coordinate equipment rental projects (generators, load banks, etc.).
  • Ensure service team adheres to training standards, including safety policies and procedures.
  • Resolve escalated personnel issues with the assistance of human resources.
  • Support developing a scalable process and ensure the service team adheres to it correctly.
  • Assist in the annual budget process by forecasting operating expenses.
  • Stay current on industry standards and any new innovations that can benefit the company.
Requirements:
  • Knowledge of generators, diesel and gaseous engines, controls, and systems.
  • Strong communication and general office skills (MS Office, emails, typing, etc.).
  • Strong customer service and technical skills related to the service and distribution industry, including understanding of applicable codes, compliance, and regulatory standards.
  • Strong critical thinking and problem-solving skills, ability to manage complex service issues to successful outcome.
Experience/Education Requirements:
  • High school diploma or general education degree (GED).
  • 5+ years' experience in service department operations.
  • 3 to 5 years' experience supervising Technicians.
  • Key Performance Indicators:
  • Safety.
  • Technician Development & Retention.
  • Revenue Goals, Labor Sales & Margin.
  • Customer Satisfaction.
Other Requirements:
  • At times, there will be a need to work irregular hours and respond to after-hours emergency calls as needed.
  • Occasional travel to customers and other facilities.

All offers of employment are contingent upon the successful completion of a background check and drug screening.

MSHS&PPG shall abide by the requirements of 40 CFR a), a), and a).

MSHS&PPG will not discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, or national origin.

MSHS&PPG will take affirmative action to ensure that applicants are employed, and that employees are treated during employment, without regard to their race, color, religion, sex, sexual orientation, gender identity, or national origin.

MSHS&PPG will not discriminate against any employee or applicant for employment because they are a disabled veteran, recently separated veteran, active duty wartime or campaign badge veteran, or Armed Forces service medal veteran (hereinafter collectively referred to as 'protected veteran(s)') in regard to any position for which the employee or applicant for employment is qualified.

MSHS&PPG will not discriminate against any employee or applicant for employment because of physical or mental disability in regard to any position for which the employee or applicant for employment is qualified.

'EEO/AA Employer/Vet/Disabled

Salary: $115,000.00 to $130,000.00 Yearly

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