Technical Services Manager (Call Center)

Position Summary

Lead and manage technical support operations in North America for the company’s protective equipment platforms. This role involves managing a team of technical support representatives locally and in remote locations to ensure positive customer interactions, high first-time fix rates, accurate troubleshooting, and detailed customer interaction logs. The position will include organizing and managing complex systems, working with engineering to report market/field needs, and implementing department improvements. The main responsibilities are to manage the technical support personnel in technical attribute, communicate with cross-functional departments for product changes/issues, maintain technical databases, and develop/implement departmental improvements.

Job Description

Team Leadership & Management:

• Lead, mentor, and inspire a team of Technical Representatives to achieve technical excellence and meet department goals.
• Ensure the team delivers high-quality customer service with a focus on first-time fix rates and accurate troubleshooting.
• Foster a collaborative team environment, encouraging continuous learning and improvement.
• Conduct regular performance reviews and provide constructive feedback to team members.
• Coordinate training events with engineering and technical trainers to ensure high performance on supported products within the team.

Technical Expertise & Decision Making:

• Provide technical leadership on equipment support processes, troubleshooting, and resolution implementation.
• Ensure adherence to safety standards, best practices, and quality metrics.
• Assist with technical issues and provide support to resolve them.
• Stay up to date with industry trends, emerging technologies, and best practices.
• Maintain technical database, technical equipment publications, and support apps.
• Develop In-depth technical knowledge of the company's protective equipment platforms.

Project Management:

• Manage the technical direction and execution of projects for technical support and field service.
• Develop detailed plans, set clear milestones, and track progress to ensure timely execution.
• Coordinate with stakeholders to define project scope, objectives, and requirements.
• Identify and mitigate project risks, adjusting timelines and resources as needed.

Collaboration & Communication:

• Collaborate with cross-functional teams (e.g., product management, QA, operations) to ensure alignment, implement changes and resolutions, and meet business objectives.
• Communicate effectively with both technical and non-technical stakeholders to relay customer issues/needs, risks, and technical challenges.
• Present issues and discuss workable solutions with the Engineering and Technical Leadership.
• Track and communicate concerns that arise at customer locations - take ownership with engineering, marketing, sales, and the Automation/Cushioning service team.

Continuous Improvement:

• Identify areas for process improvement within the technical support team and implement solutions to enhance productivity and quality.
• Encourage a culture of innovation and encourage the team to adopt new tools, technologies, and methodologies.
• Lead reviews to identify lessons learned and incorporate feedback into plans and processes.
• Follow and implement metrics to monitor the success of the Automation/Cushioning service strategy for all customers and programs.
   

Qualifications

•    AS Degree
•    5+ years of electro-mechanical machinery experience
•    3+ years of experience in management
•    3+ years of MS Office Suite
•    2+ years of CRM and ERP experience (ServiceMax and SAP preferred)
•    Strong interpersonal relations skills
•    Superior verbal and written communication skills
ADDITIONAL QUALIFICATIONS: 
●    Strong set of ethics and values, integrity, and trust
●    Results driven. Performance Management.
●    Ability to make tough decisions
●    Model Leadership behaviors
●    Excellent presentation and communication skills (all levels)
●    Strong organizational skills
●    Inspired leadership: a demonstrated ability to coach & lead through others to get results.  Effective at working with others to achieve shared goals in a matrix structure.