Technical Services Manager

Yancey Bros. Co.; Austell (GA); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Competitive Pay Structure

401k Plan Strong Company Match

Employee Profit Sharing

Financial Wellness Coaching

Business Mileage Reimbursement

Prescription Drug Coverage

Flexible Spending Accounts

Short & Long Term Disability

Group Life Insurance

Paid Holidays

Tuition Reimbursement

Ongoing Training

Job summary

Yancey Bros. Co., based in Georgia, seeks a Technical Services Manager to lead the Technical Communicators and optimize the program to maximize uptime for customers and our team.

You will liaise with factory support and the dealer to address issues and drive improvements across service offerings. Ideal candidates will have project management and computer skills, strong interpersonal and communication abilities, and the capacity to multitask and problem solve.

Qualifications

• High school or equivalent
• Basic computer skills to include web searches and Word, Excel and PowerPoint
• Must be able to comprehend, speak and write the English language.
• Must possess excellent interpersonal and communication skills, in person, over the telephone, and through electronic media (email, text, PS databases, etc.) with individuals with many different experience levels (i.e. equipment operators to engineers).
• College or Technical degree a plus
• Mechanical aptitude

Responsibilities

• Manage Technical Communicator program to maximize customer and Technical Communicator uptime
• Grow the Commercial Tech Services program by developing innovative programs to sell to our customers
• Reach out to Sales, Product Support and Training with introduction to new technologies or issues that arise
• Oversee implementation of the Contamination Control Compliance (CCC) program
• Establish diagnostic Software requirements
• Communicate w/ factory on key issues
• Make customer visits when necessary to provide assurances regarding issues resolution
• Provide customer software, sales, support, and installation
• Make branch visits to get feedback on Tech Services support
• Manage the escalation of service support issues
• Manage technical aspects of Incident Reporting (liability)
• Insure that the Technical Services staff is adequately sized and trained to meet the needs
• Maintain and implement internal reporting systems to allow internal customers a means of documented communications.
• Perform other duties as assigned

Skills

English proficiency

Interpersonal skills

Communication

Teamwork

Education

High school or equivalent

College or Technical degree a plus

Tools

Word

Excel

PowerPoint

Job description

Description

Who We Are:

From Georgia. For Georgia. Since 1914 Yancey Bros. Co. has proudly served as the authorized Caterpillar equipment dealer for Georgia, providing our customers with the highest quality sales, parts and service. From Caterpillar heavy and compact construction equipment to on-highway trucks, we remain committed to learning more about our customers, offering equipment and support to keep up with their changing needs. This all starts with our greatest asset…our employees.

What You Will Be Doing:

As the Technical Services Manager you will be responsible for managing the Technical Communicators, analyze and evaluate processes to improve the program, and develop a market to provide the Technical Communicator services to our customers. The manager also insures that proper communications channels between direct factory support and the dealer are open and working, and communicate any shortcomings to manufacturer reps. The manager also communicates current and emerging commercial issues to CAT and assists in any reasonable manor.

Primary Responsibilities:

• Manage Technical Communicator program to maximize customer and Technical Communicator uptime
• Grow the Commercial Tech Services program by developing innovative programs to sell to our customers
• Reach out to Sales, Product Support and Training with introduction to new technologies or issues that arise
• Oversee implementation of the Contamination Control Compliance (CCC) program
• Establish diagnostic Software requirements
• Communicate w/ factory on key issues
• Make customer visits when necessary to provide assurances regarding issues resolution
• Provide customer software, sales, support, and installation
• Make branch visits to get feedback on Tech Services support
• Manage the escalation of service support issues
• Manage technical aspects of Incident Reporting (liability)

Additional Responsibilities:

• Insure that the Technical Services staff is adequately sized and trained to meet the needs
• Maintain and implement internal reporting systems to allow internal customers a means of documented communications.
• Perform other duties as assigned

Who We Are Looking For:

To be successful in this position you should be a forward thinking decision maker with the desire to own the Technical Services. This person will look to promote the business as well as look for ways to streamline the process to strengthen the bottom line. You should have project management and computer skills, as well as excellent interpersonal and communication skills. The ability to multitask, problem solve, and be organized are essential to this position as well.

Education/Experience:

• High school or equivalent

Required Qualifications/Skills:

• Basic computer skills to include web searches and Word, Excel and PowerPoint
• Must be able to comprehend, speak and write the English language.
• Must possess excellent interpersonal and communication skills, in person, over the telephone, and through electronic media (email, text, PS databases, etc.) with individuals with many different experience levels (i.e. equipment operators to engineers).

Preferred Qualifications/Skills:

• College or Technical degree a plus
• Mechanical aptitude

Values:

At Yancey Bros. Co, we are always looking to add people to our team who share our core values:

• Safety: We value the lives and health of our team and customers above all else.
• Integrity: We are ethical and trustworthy, demonstrate respect for others, and communicate truthfully and promptly.
• Teamwork: We work as one across our organization for the benefit of our customers.
• Excellence: We strive to be the best, continuously improving our customers’ experience and the solutions we provide.
• Sense of Urgency: We respond quickly to customer needs and hold ourselves accountable for results.

Ideal candidates will demonstrate the following values:

• Acting in a safe manner
• Exhibiting honesty and integrity
• Acting in a fair and ethical manner
• Team mentality
• Delivering quality results
• Exhibiting pride and ownership
• Working with a sense of urgency
• Exhibiting a winning attitude

What We Offer:

Yancey Bros. Co. offers a full benefits package that includes aggressive compensation levels, technician tool allowances, full medical, vision and dental coverage, employee wellness programs, paid vacations and more.

Competitive Pay Structure

• Competitive Pay
• 401k Plan Strong Company Match
• Employee Profit Sharing
• Financial Wellness Coaching
• Business Mileage Reimbursement

Employee Wellness Program

• Prescription Drug Coverage
• Flexible Spending Accounts
• Short & Long Term Disability
• Group Life Insurance

Personal Time Off

• Paid Holidays
• Tuition Reimbursement
• Ongoing Training

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.