Job Purpose: Manage all aspects of product support and use to distributors and end-users. Increase per customer revenue by developing programs to sell service, training, parts, etc. to current and new customers. 

Essential Functions

1. Oversee the development of operator / service training materials and deliver training to Subject Matter Experts, Tech Reps, Sales and Marketing. 
2. Develop Subject Matter Experts on specific equipment to create a Succession Plan for Staff turnover.
3. Contribute to standardization of technical support delivery processes and tools and document best operating practices.
4. Collaborate with Customer Care Manager, Parts Manager and Service Manager to increase departmental revenues.
5. Supports sales staff as needed.
6. Oversees and sets work priorities for Customer Care Engineering team. 
7. Ensures operational compliance with appropriate laws and policies to include Foreign Corrupt Practices Act (FCPA) and OSHA safety practices and procedures.
8. Manage Product Support programs and 24/7 Technical Support operations to provide excellent customer service and revenue enhancement.
9. Manage Warranty Administration of Customer Equipment.
10. Manage Customer training programs.
11. Researches, makes recommendations, and implements additional methods of product support.
12. Collaborate with Product Management, Purchasing, Manufacturing, and Engineering on problem resolution and warranty claim reduction for parts and products.
13. Collaborate with Product Management in determination of pricing for options.
14. Participates in product reviews and makes recommendations on changes to improve fit, form and function of equipment.
15. Carries out supervisory responsibilities including interviewing and hiring; training and development; planning, assigning, and directing work; inspecting work; budgeting; appraising performance; rewarding and disciplining; addressing complaints and resolving problems; and coaching and counseling.
16. Collaborate with marketing on producing sales and promotional materials.
17. Contributes to team effort by actively participating in team meetings.

Qualifications and Requirements: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The Way We Do Things: We believe that a team of people who are humble, hungry and smart will deliver superior performance over the sum total of talented individuals; therefore, we are committed to achieving our mission through teamwork while honoring our core values.

1. A hungry team player(s) who shows active participation and engagement in department and companywide initiatives. Demonstrates a hunger for achieving results, learning, setting an example, and adding to the success of the team.
2. A humble team player(s) willing to collaborate, acknowledge the team’s individual strengths, and put the needs of the organization before themselves. Will do what it takes to help everyone succeed.
3. A smart team player(s) who has a common sense understanding about people. Demonstrates good judgement and intuition of group dynamics. Understands the impact of their words and actions and use that understanding for the benefit of the team.

1. Bachelor’s degree or equivalent, plus a minimum often years manufacturing experience combined with leadership experience in a formal or informal capacity.
2. Excellent written and verbal communication skills, with the ability to clearly communicate detailed information to customers, coworkers and management.
3. Excellent customer service skills with the ability to interact in a positive and professional manner to develop and maintain strong working relationships with customers, coworkers and management.
4. Ability to read and interpret documents such as invoices, procedure manuals, blue prints, and job instructions.
5. Ability to write routine reports and business correspondence.
6. Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to calculate figures and amounts such as proportions and percentages. 
7. Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. 
8. Ability to manage time effectively and prioritize tasks to meet deadlines.
9. Strong attention to detail and organizational skills.
10. Ability to operate computer and computer software, to include Microsoft Office products and MRP.
11. Ability to use department equipment such as computer, fax machine, copy machine, and telephone.
12. Ability to travel up to 25% of the time.
13. Ability to maintain confidentiality.

Physical Demands and Work Environment: The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. While performing the duties of this job, the employee is regularly required to talk and hear. The employee is occasionally required to stand, bend, kneel, climb stairs and walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

The work environment is usually a well-lighted, heated and/or air-conditioned indoor setting with adequate ventilation. The noise level in the work environment is occasionally high. Occasional exposure to outside elements. This position requires occasional travel, which may involve exposure to extreme weather elements.