This company located in Seacoast NH is a mid-size privately owned organization providing sales and service of private label capital equipment. Over the past five years they have experienced tremendous grow, diversification of product line as well as constructing and expanding company headquarters.
The Service Manager, reporting to the VP of Service Operations will be responsible for overseeing an in-house technical support team that is assisting end users with technical issues, reprogramming, specific problems with a product or service, remote training and instruction, provision or customization of the product, or other support services through email, video conferencing, and phone. Oversee service ticket time to respond, interface and closure, shipment of parts and returns. Working with VP of Service develop ongoing employee relations initiatives, objectives for improving performance and ensuring customer relations is superior.
As the leader of the team the position will be Administrative in nature. The customer oriented, hands-on leader will provide first-class support to the customer while effectively managing a team. In this role you will coach and train tech support personnel on service techniques and customer relations and ensure timely and quality resolutions with repair escalations ensuring downtime is kept to a minimum. Prepare unique customer instructional material using Microsoft Office Suite.
This role will interface professionally with Sales team ensuring all product is unboxed, tested, programmed and authorized for shipment. You will work with Warehouse teams to confirm shipping dates, and interface with any delivery obstacles.
With focus on the functionality of electro-mechanical equipment this position will require you to possess the logic to analyze, and interpret electronic and fluidics schematic diagrams and flowcharts. The necessary demeanor of this individual would be methodical, detail oriented, pragmatic and have a steady, confident and reassuring personality. This exciting role needs a proven coach with a winning personality.
Qualifications: Best suited qualifications include 5+ years Field or Technical Service experience, successful leadership responsibilities, and supporting complex capital equipment with mechanical, electrical, fluidics and software elements.