Manages the customer service and technical services for an organization.  Manages a team of customer and technical support representatives, provides coaching and guidance in the support of all customers.  Manages the technical training for the organization, develops and implements programs.

RESPONSIBILITIES

• Manages a team of customer support and technical support representatives.
• Provides coaching and guidance in the support of customers.
• Establishes goals and metrics for the support function and measures the team’s performance.
• Tracks customer complaints or inquiries and recommends changes to products or services to improve customer satisfaction.
• Responsble for a team that installs, configures, customizes, troubleshoots, repairs and maintains equipment.
• Oversees the work of a team that provides techilcal support and service to existing customers. Assigns work orders based on availability and expertise, personally handles complex or sensitive service requests.
• Oversees final inspection of produced goods to determine compliance with stated quality standards or specifications prior to release. Has final authority for releasing refurbished lathes, and parts to market for resale.
• Develops training course curriculum, implements technical training and development policies and programs, which include training related to the use of technical machinery. Assess training effectiveness and modifies programs to improve results.
• Comprehensive knowledge of the field’s concepts and principles. Performs complex tasks typically following established service processes. Leads and directs the work of other employees and has full authority for personnel decisions.
• Primarily focused on administering established policies and procedures and has impact on department budgeting, strategic planning and procedural change.

• PHYSICAL REQUIREMENTS

  • Ability to use hands to manipulate, handle, and feel.
  • Ability to frequently sit, stand, walk, reach within hands and arms length, stoop, kneel, squat and crouch, sitting could be 4+ hours per day.
  • Ability to regularly lift and/or move up to 25 pounds. Ability to occasionally lift and/or move up to 55 pounds.
  • Specific vision requirements include close vision and color vision.

Preferences:

• Bachelor's degree in business or related fields
• Knowledgeable of the automotive industry, including brakes and service industry

Actual compensation may vary based on experience and other factors.