National Tech Support Manager

POSITION SUMMARY

Responsible for managing the NTS Team & communicating with factory.  Meeting customer expectations and sales commitments.  Managing the personnel within technical support with responsibilities of technical support supervision.

SPECIFIC RESPONSIBILITIES

• National Customer Issues: Ensuring appropriate region/personnel are addressing and bringing resolution.
• Assist with National Technical Support Specialist scheduling and training.
• Assisting Technical Support Manager and providing backup in his absence.
• Supervision and coordination of remote diagnostics and video diagnostic programs.
• Provide recommendations of FSR training with Stiles Education.
• Assist with National Technical Support Specialist daily duties and coordination.
• Assist Regional Technical Support Specialists and FSR’s with troubleshooting problems/issues.
• Supply level-II technical support to customer, FSR’s and other service office staff.
• Act as a direct liaison to the factory to resolve technical issues.
• Periodically visit factories for training and updates.
• Assist Regional Technical Support Specialists in determining needs for installations and other service work.
• Assist the Parts Department on technical issues, stocking levels and new machine parts inventories.
• Demonstrate at all times a positive attitude toward job and company.
• Openly support all policies, procedures and management practices.

ESSENTIAL FUNCTIONS

• Review upcoming projects, and develop and implement plan of action
• Providing strategic direction to personnel and motivating personnel
• Accomplish objectives by recruiting, selecting, training, assigning and scheduling appropriate team members
• Review and approve and submit staff expense reports timely
• Assist in selling services to existing and potential customers. This may include preventive maintenance and service on equipment not sold by Stiles

QUALIFICATIONS

• 5 or more years of previous leadership experience in a service or technical service environment.
• Field service / technical experience desired

SKILLS AND ABILITIES

• Technical and business acumen
• Excellent organizational and time management skills
• Able to create project plans and manage multiple projects simultaneously
• Analytical and problem-solving skills
• Strong communication and presentation skills
• MS Office Applications (Word, Excel, Power Point)

 WORK ENVIRONMENT

• Office Environment