JBT Corporation

Technical Service Manager

US-NC-Apex
1 month ago
Requisition ID
2017-2531
# of Openings
1
Category
Technical Customer Service

Overview

This position is responsible for all aspects of the technical support function for the company which includes total management for all Apex based and field based direct reports.

 

Responsible for handling the effective supervision and scheduling of technical support personnel for service calls and installations.

 

Coordinates with the appropriate Technical Sales Representative and Director of Sales to ensure the proper resources and support for the installation & demonstration of new machines at customer sites by the Apex service group are available when required.

 

Maintains critical information on the company’s products and services, ensures the quality of answers to customers’ technical issues, provides Tipper Tie product feedback to Product Development and monitors competitors’ products. Is an effective partner to the global organization ensuring agents and all Tipper Tie technical service representatives are prepared to effectively support the Apex made products.

Responsibilities

  • Ensures customer’s installation/demonstration needs are met in a satisfactory and timely basis by effectively scheduling technical support personnel for off-site installation activities. Communicates upcoming schedules with technicians utilizing computerized scheduling software in coordination with the Technical Sales Representative and Director of Sales.
  • Works closely with Director of Sales, Director of Operations, Regional Sales Managers, Technical Sales Reps and customers on ensuring the quality, quantity and timeliness of answers to customer questions. Uses own discretion for traveling to customer sites as needed to address technical or service issues. Will work with larger customers to develop training programs in-house to address their specific maintenance and service issues.        
  • Manages and directs the service technician staff by providing supervision and leadership for the group in terms of establishing staffing, training, financial review, new projects, and managing performance. Develops and manages standard processes for all department activities and works to continuously improve them.   
  • Collaborates with other departments in organizational continuous improvement projects. Activities include product, application and process improvements. Actively and regularly submits ideas for product improvements that address cost, quality and throughput. 
  • Helps set CRM direction for the Service Technician group and ensures all direct reports are using CRM tool to store all necessary information related to customer interactions. Interactions include site visits or phone calls.         
  • Responsible for helping set and maintain the operating expense budget for the technical service organization and responsible for promoting and obtaining service revenue via annual contracts or one time visits.        
  • Collaborate with fellow Service Managers at Glinde to work on developing best practices for all of Tipper Tie. Creates and manages a training program for all worldwide technical service representatives making them effective in servicing US made equipment.

Qualifications

Education:

  • Bachelor’s degree in engineering, business or other related discipline or an equivalent amount of departmental or supervisory experience.

 

Required Professional Experience:

  • 5 years of mechanical aptitude sufficient to understand technical services issues ideally within a Food equipment manufactruing industry.
  • Ability to read mechanical/electrical drawings &/or schematics.
  • Demonstrated ability to cultivate and maintain strong relationships with customers – both at the plant management level and the line manager level
  • Proven skills must include decision making and critical thinking.
  • Demonstrated ability to multi-task, work with cross-functional teams and be highly organized.
  • Prior experience in lean leadership, 6S, six sigma and/or continuous improvement initiatives 

Additional Preferred Education/Skills:

  • Prior experience in the food manufacturing industry or technical service arena.
  • Prior experience working with Salesforce or a relevant CRM program.
  • Prior experience with PLC controlled automated equipment.
  • Ability to speak German or Spanish.

 

Work Environment & Physical Requirements:

Majority of time spent in a normal office environment.

           

Infrequent need to work on machinery: internally or offsite at customer locations.

           

Minimal travel required: domestic and international.

           

Flexibility to work reasonable extended hours to support the business as required.

           

Possession of motor skills required for use of computer keyboard, telephone, Tipper Tie machinery, and various office equipment.

 

 

AN EQUAL OPPORTUNITY EMPLOYER

It is the policy of JBT Corporation to provide equal opportunity for qualified persons and not to discriminate against any applicant for employment because of race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, citizenship, or any other characteristic protected by federal, state or local law at the JBT Corporation location to which this application is submitted. In addition, as a Federal Government contractor, JBT Corporation is an affirmative action employer. If you require accommodation during the application process, please contact the local Human Resources department. EOE-Females/Minorities/Protected Veterans/Individuals with Disabilities

 

If you have a disability or impairment that prevents you from completing the online application, please seek the assistance of your local employment services agency. JBT maintains active relationships with local employment services agencies, and they have pledged their support in assisting any applicant needing help in applying. To find information on agencies throughout the United States, please go to www.careeronestop.org

 

You may also call Megan Meagrow at 844-286-4524 if your disability or impairment prevents you from applying online. NOTE: Do not use this number unless you need assistance because of a disability or impairment. The personnel attending this phone line will not be able to give you a status update regarding your application and will not be the individuals making a decision regarding your employment.

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