Technical Service Leader - North American Region

Technical Service Leader - North American Region

Technical Service Leader - North American Region
Location: Hanover, NH
Employment duration: Full time
# of openings: 1
Shift: 1st Shift
Pay range:


Description

The Technical Service Team Leader provides operating direction and strategic leadership of the North American Regional Technical Service team. These services include “Help Desk” telephone support, in-field diagnostic and repair, training in installation, commissioning, optimized operation and maintenance, and warranty claims. The team provides these services to channel partners in the region. The team will work in collaboration with other Tech Services teams and other Sales regions.
Additionally, the Technical Service Team Leader, working through Hypertherm matrixed organization, promotes the exchange of technical information among all Hypertherm Technical Service teams, and provides vision, guidance, and support toward best practices and consistency of standards and process among Hypertherm Technical Service entities.
The leader has responsibility are:
* Provide effective management and leadership to the Regional Technical Service Team associates
* Manage the technical call center.
* Manage on-site Customer technical support.
* Provide technical training support to the Regional customer base.
* Managing independent contract service engineers and repair facility network.
* This position reports directly to the Regional Director and has functional responsibility for driving consistency and best business practices.
Primary Responsibilities Include:
* Drive the mission of creating a Technical Service Team which is a benchmark for excellence in the industry and serves as a strategic advantage to the company.
* With the support of the Global Technical Service Team Leader the Technical Service Team leader will be responsible for technical service strategic and operating plan, and budget
* Continuously improve technical support (call center and on-site) to drive “best in class” and in accordance with customer surveys
* Track team responses, support quality and Customer satisfaction and take action in response to gaps: Drive continuous improvement.
* Establish processes to collect, evaluate, and disseminate value added information which is used to improve the quality of products and services. This would also include gathering metrics on customer satisfaction.
* Management of the third party network of independent contract Service Engineers and repair facility network, developing seamless service utilizing best service practices across this network and the internal team.
* Provide functional leadership, sharing best practices and customer consistency between each geographic Technical Service Team
* Development of team and associates via focus on improvement in customer service/technical skills, climate and competencies in order to meet C/customer needs.
Work experience requirements:
* Ideally, this person would have demonstrated at 3-5 years in a similar leadership role.
* Strong technical background in electrical/mechanical as well as excellent customer service skills and focus on the customer.
* Strong problem solver with the ability to impact & influence others, and build organizational capability.
* Demonstrated leadership effectiveness and experience is required.
* Knowledge and experience in the Services fields and/or in engineering/technical fields, especially in industrial/technology organization for at least 8 years is preferred.
* Knowledge of Hypertherm products, and its business processes and systems, is desirable but not required.