Technical Service Lead

4 days ago

Duncan Falls, Ohio, United States Openwork Full time

About the Role:
Error-free customer service is a cornerstone of our partnership with this company in Duncan. We are looking for a skilled Textile Service Manager to join our team in the United States, covering the Southeast and New England regions.



Key Responsibilities:


  • Contribute to revenue growth by collaborating with the sales team to secure orders.
  • Cultivate a deep understanding of technical product requirements.
  • Offer insightful sales and technical product information to internal and external customers.
  • Assist in cultivating and maintaining relationships with customers.
  • Ensure customer satisfaction by providing expert problem-solving resources for the textile division.


Role Supervision: This position oversees Field Service Technicians and facilitates a seamless service experience.



About the Company:
We are a global mechatronics solution provider that collaborates with customers across various industries to deliver comprehensive solutions with long-term support.



Responsibilities:


  • Lead the service team on a daily basis, ensuring seamless operations.
  • Upkeep our first-class service standards.
  • Verify that all activities are accurately recorded in CRM according to the established rules.
  • Efficiently resolve customer inquiries and complaints by analyzing situations.
  • Promote the sales of our services, spare parts, preventive maintenance, training, and more.
  • Coordinate with the sales team and different departments within the division.
  • Monitor spare parts usage for service.
  • Manage spare parts inventory levels and re-order points.
  • Stay informed about the latest developments in customer service.
  • Monitor the technical skills of the service team and organize training to stay current with product evolution.
  • Stay up-to-date on company equipment, latest services, and spare parts requirements.
  • Maintain and report financial service and spare parts activities.
  • CRM database management, including:
  • Manage and keep current customer accounts in CRM.
  • CRMDatabase management, including:
  • Manage and keep current customer accounts in CRM.
  • CRMDatabase management, including:
  • Manage and keep current customer accounts in CRM.
  • CRM data entry of Service Requests (SR); Service Orders (SO); Parts Movements; Installed Base.
  • Manage various Field Service Reports, Installation and Equipment Modification Reports in CRM.
  • CRM onboarding of new Service Supervisors; FST; or Customer Service employees.
  • Other CRM service-related tasks not mentioned.


Requirements:


  • Quality and customer service driven to consistently satisfy internal and external customers.
  • Must be able to use critical thinking and problem solving to resolve customer issues.
  • Multi-tasking.
  • Self-motivated, proactive, and resourceful.
  • Positive, professional attitude.
  • Problem-solving abilities.
  • Establishes and maintains effective working relationships based on mutual trust, respect, and cooperation with manager(s), co-workers, customers and/or vendors.
  • Reacts quickly and adapts to changes in priorities, circumstances, and direction.
  • Excellent technical writing and communication skills.
  • Ability to read and interpret electrical, mechanical prints and related technical documentation.
  • Ability to effectively use a PC and Microsoft Office applications.
  • SAP experience preferred.
  • Must enjoy working with customers on the phone and through email.
  • Must enjoy working with overseas production unit contacts.
  • Must be able to shift between projects and prioritize project importance.


Education:


  • Bachelor's degree in Mechanical or Electrical Engineering, or +5 years of mechanical service management related experience.
  • We offer a highly competitive compensation and benefits package, an excellent work environment, extensive training, technologically advanced products, and growth potential.


Language:
The original language code is en.

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