Technical Service Manager
3 weeks ago
Job Summary
The Regional Technical Service Manager (TSM) will be responsible for all first level phone, repair depot, and field support for post sales customer technical issues for their dedicated region. The TSM will be responsible for managing customer support requirements and application-based issues with AMETEK Programmable Power and VTI support issues both over the phone and on-site with customers as required. The TSM will be responsible for escalating technical support issues to AMETEK Programmable Power San Diego when required and driving a timely resolution to these issues. The TSM will be responsible for finding and driving service sales opportunities for annual agreements, calibrations, upgrades, and professional training within their region. The TSM will support regional sales efforts and drive maximum customer satisfaction with timely responses and solutions to technical and service-related problems.
Roles & Responsibilities
Manage all first and second level technical support issues for AMETEK Programmable Power and VTI products within assigned region Deliver timely customer technical resolutions over the phone, in person, or through repair depot Return Material Authorizations (RMA) Escalate complex technical issues to AMETEK Programmable Power’s San Diego factory, as required Schedule and perform onsite technical support activities to include installation, training, repairs, upgrades, moves, and preventive maintenance activities in support of customer needs Create training and support documentation for repair and support activities as required Identify, develop, and close service opportunities within their respective region Manage a funnel of service sales opportunities and drive opportunities to closure Support sales efforts to close regional opportunities through technical intervention and application based support Track and report performance metrics while driving results to be within established KPI’s Manage repair depot inventory, including demonstration units, in support of service and sales needs
Competency Requirements
Solving Complex Problems: Breaks down large problems into smaller, more manageable components; identifies key factors that influence the viability of different solutions; clarifies information needed to solve problems Growing Sales Opportunities: Can see opportunities for services sales growth to ensure a positive customer experience and uses those skills to drive the development of a service sales funnel. Communicate Effectively: Expresses ideas and information in a clear and concise manner; tailors’ message to fit the needs of the audience; delivers information in a manner that is interesting and compelling. Displaying Technical Expertise: Keeps technical skills current; effectively applies specialized knowledge and skills to perform work tasks; understands and masters the technical skills, knowledge, and tasks associated with job; shares technical expertise with others Developing Plans: Clearly defines goals and the actions required to accomplish them; considers possible changes, constraints or other obstacles that might impact plans; accurately estimates time and resources need to accomplish tasks Working Safely: Respects and follows safety policies and regulations; scans the environment for things that may pose a safety risk; encourages others to utilize safe and healthy work practices
Minimum Qualifications (Experience and Skills)
5 years’ experience solving technical issues, preferably in power supplies and T&M equipment System, subassembly, and component level troubleshooting Use of test equipment including DMM, DVM, Distortion Analyzer, Oscilloscope, Function Generator, Phase Meter, AC/DC Power Supplies, Load Banks, etc… Read engineering drawings, schematics, datasheets, and Bills of Material (BOMs) Self-starter, ability to work with only general, limited supervision Exceptional communication and customer service skills since this position will interface directly with customers Strong time management and organizational skills Must speak, read, and write English Computer skills including Microsoft Office – Excel, Word, PowerPoint, and Access Considerable travel 50-75%
Preferred Qualifications
3+ years of application engineering experience Experience working with power suppliesEducation Requirements
Bachelor’s degree in engineering - Electrical (preferred) or Mechatronics-
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