Technical Services Manager

We Don’t Just Build Machines. We Build What’s Next.

Join JOA, where we are uniquely built to find creative solutions with the hands and minds of many.  We think ahead for ourselves and our customers.  We openly share to empower each other, embracing the unknown with a commitment to conquer any challenge. 

We have an exciting opportunity for a Technical Services Manager who responsible for ensuring exceptional customer service and on-time delivery of our JOA delivered projects via our Technical Service team.  This individual is responsible for ensuring that we have the appropriate resources to meet our service commitments. 

Job Responsibilities & Essential Functions of the Job:

• Drive communication within the team to ensure understanding of the business, alignment to the strategic plan (and their role in achievement of that plan) and other appropriate team communications.
• Develop a high performing organization through the recruitment, development, and retention of Technical Services team. 
• Drive talent development initiatives within the Technical Services organization.
• Ensures that the Technical Services function has the necessary infrastructure (technology, systems, etc.) to support both current and planned services and installations.  

• In partnership with Mission Control, coordinates the activities of Field Service Technicians/ including scheduling, providing technical support and coordinating internal information.
• Develops and implements programs to ensure that projects are installed correctly and meet our agreed upon project scope.
• Builds process to ensure that feedback from the field related to market intelligence, product quality, opportunities for improvement, are reported back to the appropriate parties.
• Drives process improvement initiatives to ensure that we are continuously improving the quality of our product, our service, and our delivery.
• Manages time associated with projects including upfront time budget associated with our technician’s time and reporting/approval while in the field.  Escalates when opportunities or potential issues are foreseen.
• Partners with the Business Development Manager – Service and Marketing to develop e marketing programs on our field service capabilities.
• Provides technical assistance to customers by providing equipment related and problem-solving information.  Responds to customer inquiries by telephone, fax, or mail.
• Provides assistance and technical support to Field Service Technicians.  Requests and coordinates assistance from Engineering Department on technical and/or warranty issues as required to meet customer expectations.
• Reviews Service Reports and ensures necessary follow-up is taken.  Prepares Field Service Briefing Checklists.
• Assists sales with service quotes, installation estimates, timelines, and flow diagrams as required.
• Actively participates as team member with Inside Sales organization.
• Travel as needed for in-person meetings with customers, partners, and other key stakeholders.

Job Requirements:

• Education equivalent to a bachelor’s degree or equivalent experience.
• Requires 3-5 years of related technical experience in a manufacturing setting.
• Requires excellent written and oral communication skills to effectively work with and supervise the work of others.
• Requires a good working knowledge of mechanical, pneumatic, and electrical principles and functions.
• Requires strong mathematical skills to be able to add, subtract, multiply and divide, perform geometric and algebraic calculations as well as metric conversions. 
• Requires a strong knowledge of Microsoft Office Applications.
• Requires leadership skills that cause subordinates to motivate themselves in supporting the organization’s goals and values.