Technical Services Manager

CURT G. JOA INC.; Sheboygan Falls (WI); On-site; USD 65,000 - 90,000; Full time

Job summary

CURT G. JOA INC. is seeking a Customer Service/Field Service professional to ensure exceptional service and on-time delivery of projects through the Technical Service team. The role emphasizes coordinating communication, staffing, and process improvements to meet client needs.

You will partner with Mission Control, support Field Service Technicians, prepare field briefing checklists, assist sales with quotes and installation timelines, and actively collaborate with Inside Sales.

Responsibilities

• Drive communication within the team to ensure understanding of the business, alignment to the strategic plan, and other appropriate team communications.
• Develop a high performing organization through recruitment, development, and retention of Technical Services team members and drive talent development initiatives.
• Ensure the Technical Services function has the necessary infrastructure (technology, systems, etc.) to support current and planned services and installations.
• In partnership with Mission Control, coordinate the activities of Field Service Technicians, including scheduling, providing technical support, and coordinating internal information.
• Develop and implement programs to ensure that projects are installed correctly and meet the agreed-upon project scope.
• Build processes to ensure that feedback from the field regarding market intelligence, product quality, and opportunities for improvement is reported back to appropriate parties.
• Drive process improvement initiatives to continuously improve the quality of product, service, and delivery.
• Manage time associated with projects, including upfront time budgets for technicians and approval while in the field.
• Escalate when opportunities or potential issues are foreseen.
• Partner with the Business Development Manager—Service and Marketing to develop e‑marketing programs on field service capabilities.
• Provide technical assistance to customers by providing equipment‑related and problem‑solving information.
• Respond to customer inquiries by telephone, fax, or mail.
• Provide assistance and technical support to Field Service Technicians.
• Request and coordinate assistance from Engineering Department on technical and/or warranty issues as required to meet customer expectations.
• Review service reports and ensure necessary follow‑up is taken.
• Prepare Field Service Briefing Checklists.
• Assist sales with service quotes, installation estimates, timelines, and flow diagrams as required.
• Actively participate as a team member with Inside Sales.

Job description

Job Responsibilities & Essential Functions

Responsible for ensuring exceptional customer service and on-time delivery of projects via the Technical Service team.

• Drive communication within the team to ensure understanding of the business, alignment to the strategic plan, and other appropriate team communications.
• Develop a high performing organization through recruitment, development, and retention of Technical Services team members and drive talent development initiatives.
• Ensure the Technical Services function has the necessary infrastructure (technology, systems, etc.) to support current and planned services and installations.
• In partnership with Mission Control, coordinate the activities of Field Service Technicians, including scheduling, providing technical support, and coordinating internal information.
• Develop and implement programs to ensure that projects are installed correctly and meet the agreed-upon project scope.
• Build processes to ensure that feedback from the field regarding market intelligence, product quality, and opportunities for improvement is reported back to appropriate parties.
• Drive process improvement initiatives to continuously improve the quality of product, service, and delivery.
• Manage time associated with projects, including upfront time budgets for technicians and approval while in the field.
• Escalate when opportunities or potential issues are foreseen.
• Partner with the Business Development Manager—Service and Marketing to develop e‑marketing programs on field service capabilities.
• Provide technical assistance to customers by providing equipment‑related and problem‑solving information.
• Respond to customer inquiries by telephone, fax, or mail.
• Provide assistance and technical support to Field Service Technicians.
• Request and coordinate assistance from Engineering Department on technical and/or warranty issues as required to meet customer expectations.
• Review service reports and ensure necessary follow‑up is taken.
• Prepare Field Service Briefing Checklists.
• Assist sales with service quotes, installation estimates, timelines, and flow diagrams as required.
• Actively participate as a team member with Inside Sales.

We’re an Equal Opportunity Employer. Apply Online: https://ipc.us/t/3640BA5333CC4855