Technical Services Manager Jobs

A Global OEM Manufacturer based in IL is hiring a Technical Service Manager. This Technical Service Manager will lead a team of Field Service Engineers, plan, streamline both new project and after-market installation, commissioning, routine maintenance and service for the automated processing and packaging machinery, develop customer relations and collaborate with cross functional team on service contract management, negotiation, support P&L and optimize technical service operations with regional market, drive service quality, safety and performance improvement and further achieve highest customer satisfaction. This opportunity offers excellent compensation, bonus and benefit. This is an remote role that requires domestic travel.

Responsibilities:

• Manage, review service contracts and collaborate with Account Manager to negotiate, re-negotiate service contracts on pricing, terms and warranty, ensure competitivity of contracts with customers.
• Provide technical input to sales team and technical sales support to Account Manager during proposal and bidding process.
• Based on customer service request and manpower to plan and schedule service, modify service schedule as needed and document service progress, conduct quality check with customer to ensure customer satisfactory.
• Develop, maintain and manage KPI for service calls, installation, commissioning, customer satisfactory, identify bottleneck and issues, take corrective action to drive efficiency and achieve higher customer service standard.
• Report to NA Director of Technical Service and lead a team of Field Service Engineers to plan scheduled service, maintenance, installation, commissioning and upgrade for the automated packaging systems.
• Provide hands on leadership, training, coaching to field service engineer, provide support as needed to develop field service engineer performance, plan and implement staffing plan with senior management to continuously grow the field service team
• Provide technical support to customers, internal customers, provide remote troubleshooting and training for machine failure, operations, etc.
• Collaborate with Project Manager, based on project timeline to plan for installation and commissioning, supervisor project execution and ensure installation meets project deadline and budget.
• Collaborate with Supply Chain, Sales, Account Manager, Finance, Global Cross Functional Team, overseas factories, suppliers, Customers to ensure service operations and capital projects are executed on time and within budget.
• Travel to customers to conduct training for customers, provide hands-on technical support on packaging machinery, troubleshoot for failure, identify root cause and take corrective actions to reduce recurring issues.

Qualifications:

• Open to travel up to 70% domestically and internationally.
• Excellent leadership and people skills.
• Strong knowledge in PLC, Automation, solid hands-on experience in troubleshooting, analyze automation systems, failure diagnosis.
• Bachelor’s Degree in Engineering Discipline strongly preferred.
• Recent years of hands-on leadership tenure as Technical Service Manager, Field Service Manager with experience managing installation, after-market service for capital machinery
• Excellent communication and customer service skills.

Compensation, Bonus and Benefit:

• 4 weeks PTO
• Company paid long-term/short-term.
• Profit Sharing and 401k
• Competitive health, dental and vision
• Company paid life insurance.
• Aggressive bonus plan
• Competitive base compensation
• Paid holidays