Product Support Group Supervisor - 2D Laser

Duties & Responsibilities

• Resolve technical and operational problems for customers and Field Service Engineers remotely by utilizing proper diagnostic resources.
• Work closely with other Product Support Engineers, Administrative Assistance, Schedulers and Regional Managers.
• Supervise a team of engineers.
• Perform recurring reviews of team’s performance including random audits for quality.
• Create training plans for each engineer and schedule with our training department.
• Ensure proper support by scheduling PTO, Training & Field Missions to meet customer demands and internal goals.
• Audit PTO request and bi-weekly timecards.
• Monitor incoming cases to ensure highest level of customer support is being provided and daily goals are met.
• Hold recurring meetings with team.
• Support escalation of complex issues.
• Work with service schedulers for coordinating correct field support.
• Utilize and understand SIS Software system.
• Maintain communication with customers, Field Service Engineers and other TRUMPF Inc. personnel in a professional manner.

Requirements

• Extensive TRUMPF product knowledge.
• Minimum three years prior experience or equivalent in customer service/technical concentration is preferred.
• Able to lift up to 50lbs.

Qualifications

• Two year technical school degree with concentration in Engineering principles or suitable combination of education and work experience.