Technical Services Manager

About the Role

As the Technical Services Manager, you will be responsible for managing the Technical Communicators, analyzing and evaluating processes to improve the program, and developing a market to provide the Technical Communicator services to our customers. The manager also ensures that proper communications channels between direct factory support and the dealer are open and working, and communicates any shortcomings to manufacturer reps. The manager also communicates current and emerging commercial issues to CAT and assists in any reasonable manner.

Primary Responsibilities

• Manage Technical Communicator program to maximize customer and Technical Communicator uptime
• Grow the Commercial Tech Services program by developing innovative programs to sell to our customers
• Reach out to Sales, Product Support and Training with introduction to new technologies or issues that arise
• Oversee implementation of the Contamination Control Compliance (CCC) program
• Establish diagnostic Software requirements
• Communicate with factory on key issues
• Make customer visits when necessary to provide assurances regarding issues resolution
• Provide customer software, sales, support, and installation
• Make branch visits to get feedback on Tech Services support
• Manage the escalation of service support issues
• Manage technical aspects of Incident Reporting (liability)

Additional Responsibilities

• Ensure that the Technical Services staff is adequately sized and trained to meet the needs
• Maintain and implement internal reporting systems to allow internal customers a means of documented communications
• Perform other duties as assigned

Qualifications

Required:

• High school diploma or equivalent
• Basic computer skills to include web searches and Word, Excel and PowerPoint
• Must be able to comprehend, speak and write the English language
• Must possess excellent interpersonal and communication skills, in person, over the telephone, and through electronic media (email, text, PS databases, etc.) with individuals with many different experience levels (i.e. equipment operators to engineers)

Preferred:

• College or Technical degree a plus
• Mechanical aptitude
• Prior management experience

Ideal Candidate Profile

To be successful in this position you should be a forward thinking decision maker with the desire to own the Technical Services. This person will look to promote the business as well as look for ways to streamline the process to strengthen the bottom line. You should have project management and computer skills, as well as excellent interpersonal and communication skills. The ability to multitask, problem solve, and be organized are essential to this position as well.

Values

At Yancey Bros. Co, we are always looking to add people to our team who share our core values:

• Safety: We value the lives and health of our team and customers above all else
• Integrity: We are ethical and trustworthy, demonstrate respect for others, and communicate truthfully and promptly
• Teamwork: We work as one across our organization for the benefit of our customers
• Excellence: We strive to be the best, continuously improving our customers' experience and the solutions we provide
• Sense of Urgency: We respond quickly to customer needs and hold ourselves accountable for results

Ideal candidates will demonstrate the following: acting in a safe manner; exhibiting honesty and integrity; acting in a fair and ethical manner; team mentality; delivering quality results; embraces change/improvement; exhibiting superior customer service skills; exhibiting pride and ownership; working with a sense of urgency; exhibiting a winning attitude.

Benefits

Yancey Bros. Co. offers a full benefits package that includes aggressive compensation levels, technician tool allowances, full medical, vision and dental coverage, employee wellness programs, paid vacations and more.

• Competitive Pay Structure
• Competitive Pay
• Individual Bonus Opportunities Available
• 401k Plan with Strong Company Match
• Employee Profit Sharing
• Financial Wellness Coaching
• Business Mileage Reimbursement
• Employee Wellness Program
• Medical, Vision, Dental Insurance
• Prescription Drug Coverage
• Flexible Spending Accounts
• Short & Long Term Disability
• Group Life Insurance
• Personal Time Off
• Paid Holidays
• Paid Sick Leave
• Career Development: Tuition Reimbursement, Ongoing Training, Advancement Opportunities