Job Responsibilities & Essential Functions
Responsible for ensuring exceptional customer service and on-time delivery of projects via the Technical Service team.
- Drive communication within the team to ensure understanding of the business, alignment to the strategic plan, and other appropriate team communications.
- Develop a high performing organization through recruitment, development, and retention of Technical Services team members and drive talent development initiatives.
- Ensure the Technical Services function has the necessary infrastructure (technology, systems, etc.) to support current and planned services and installations.
- In partnership with Mission Control, coordinate the activities of Field Service Technicians, including scheduling, providing technical support, and coordinating internal information.
- Develop and implement programs to ensure that projects are installed correctly and meet the agreed-upon project scope.
- Build processes to ensure that feedback from the field regarding market intelligence, product quality, and opportunities for improvement is reported back to appropriate parties.
- Drive process improvement initiatives to continuously improve the quality of product, service, and delivery.
- Manage time associated with projects, including upfront time budgets for technicians and approval while in the field.
- Escalate when opportunities or potential issues are foreseen.
- Partner with the Business Development Manager—Service and Marketing to develop e‑marketing programs on field service capabilities.
- Provide technical assistance to customers by providing equipment‑related and problem‑solving information.
- Respond to customer inquiries by telephone, fax, or mail.
- Provide assistance and technical support to Field Service Technicians.
- Request and coordinate assistance from Engineering Department on technical and/or warranty issues as required to meet customer expectations.
- Review service reports and ensure necessary follow‑up is taken.
- Prepare Field Service Briefing Checklists.
- Assist sales with service quotes, installation estimates, timelines, and flow diagrams as required.
- Actively participate as a team member with Inside Sales.
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