Customer Support Service Manager

Supervisory Responsibilities

• Develop, plan, and implement all scheduling of technical on-site visits.
• Generate sales of maintenance and hotline contracts as well as Spare parts STRONG Customer telephone support – Tiered support of Hotline.
• Manage unresolved issues for Hotline Dept requiring intervention.
• Monitor and follow-up on all outstanding service issues- ensuring customer satisfaction is handled in a timely and professional manner.
• Oversee handling of service and maintenance reports and ensure submissions are in a timely and professional manner.
• Ensure Customer Support Field Service personnel have the knowledge and skills to effectively and efficiently resolve customer issues.
• Develop and implementing technical support strategies to continuously improved support.
• Ensure team works in a safe manner.
• Keep management apprised of ongoing service-related issues.
• Maintain effective relationship with main office and customers.
• Supervise administrative details of all Service team members.

Technical Services

• Work side by side with team members with regards to execution of service, change orders, warranty compliance, sales of aforementioned points as well as generate spare parts leads.
• Perform customer service duties including answering customer inquiries via mail, *in person, and telephone regarding problems with equipment or need for maintenance.
• Generate risk assessments of existing post sales customers to determine feasibility of future contracts, change orders, spares, etc.
• Train Hotline engineers on service/ change orders to systems.
• Keep abreast of Technical changes in the BEUMER Product Business line of products via ECN’s and technical bulletins.
• Resolve customer problems/questions in an expeditious and tactful manner.
• Be responsible for the resolution of warrantee issues related to technical service department.
• Travel to customer sites routinely.
• Support all divisions for demo equipment testing as required.
• Attend meetings and training sessions as required.
• Conduct training in house or at customers sites.

Qualifications

• A High School Diploma or Equivalent as well as technical training related to the Product Business Disciplines.
• 5 years field service experience in related division.
• Technical Service/Technical Sales experience a plus.
• Excellent verbal and written communication skills – Customer support attitude.
• Bilingual-Spanish and/or German.
• Ability to interpret mechanical and electrical drawings.
• Problem resolution skills.
• Safety minded Service mindset, customer focus.
• Electrical Controls prior experience.
• S7 and AB PLC knowledge.