Job Title: Technical Service Manager
Industry: Additive Manufacturing
Salary: $125-$140k + bonus + benefits
A world-renowned OEM who operate in the additive manufacturing industry are looking to hire a Technical Service Manager in North America. In this role, you will be responsible for directing functions such as maintenance, repairs, installations, operational processes, staffing, group performance and group development.
You will be leading a group of three highly-skilled service teams and administrators, and in addition to this you will be concerned with customer satisfaction and will focus on the areas of operational efficiency, financial management and strategic development. This role is a key point of contact for both internal and external customers, so you will be expected to manage relationships with customers in an exemplary manner even when faced with demanding situations.
Be responsible of all aspects of Technical Service quality and operations
Strategically develop the Service functions and focus them on customer satisfaction. Develop and extend external and internal service processes in conjunction with company guidelines
Ensure that there is adequate capacity and competence for best quality field and phone support service.
Demonstrate exemplary problem solving, customer orientation and positivity in most demanding situations and complex environments
Supervise resolving or resolve escalation cases with customers with the appropriate measures and procedures and/or find possibilities to avoid them in the future by continuous improvement measures.
Efficiently process customer complaints and follow up with customers
Continuously improve the service group and service reporting, plan and execute development programs and efficiently implement and use lean principles in management and shop floor functions.
Focus on talent management and personnel development, especially efficient on-boarding and training of field service engineers and phone support engineers. Act as a coach and mentor for service supervisors and support career development within the group. Coach direct reports in customer focus, communication and working through prioritization.
Coordinate talent management, development initiatives, joint customer relationships, agreements, and other functions
Education & Experience
Bachelor’s Degree in Engineering and/or Business Administration, or other relevant field strongly preferred. Extensive technical training and managerial training is required.
This position requires appropriate knowledge in After-Sales or Customer Service function in laser industry, industrial product, or capital equipment business. Experience in manufacturing industries, e.g. automotive (Tier 1 or OEM), aerospace, medical or semiconductor is preferred. Minimum of five years of such experience is required.
Five years of previous management experience with demonstrated success in organizational and individual development (employees, managers) required.
Experience in performing in or managing field service preferred.
Previous Project Management Experience required.
Ability to work with and develop business processes and leading through goals and financial indicators required.
Clear, concise, professional, effective communication skills required. Must be excellent in both verbal and written communication, including ability to exhibit empathy and concern. Ability to diffuse volatile or potentially volatile situations through appropriate communication skills and techniques is preferred.
Must have the ability to calmly deal with conflict, high stress situations, upset and even hostile customers. Candidate should exhibit desire and ability to teach and mentor. Customer conscious and oriented attitude is essential to perform in the position. Must be cooperative and desiring to work through disagreements.
Ability to train and develop managers and employees is required. Ability to motivate, support and work with employees in demanding and high stress situations is a must.
Ability to collect critical information / data from relevant sources and make appropriate decisions is important to succeed as a service manager. Has to demonstrate curiosity, creativity and insight.
Click to apply or speak to Mark Ainscough for further detail at:
T: +44 (0)7867 123907