Technical Service Manager in Rogers, MN at ITW Test & Measurement and Equipment

Date Posted: 6/14/2018

Job Snapshot

Job Description

NSI's Technical Service Manager is responsible for implementation and direction of Service and

Training activities, programs, policies and procedures that enable the department to perform

preventative maintenance, repairs, installations, calibrations, training, technical consulting and

technical support on all equipment. Equipment includes NSI manufactured industrial X-ray inspection

systems with high voltage electrical/electronic control, PC and PLC, motion control, industrial x-ray and

imaging equipment. This position is based at our Rogers Minnesota headquarters.

As the Technical Service Manager you will:

  • Hire, develop, coach and shape the field technicians, technical trainers and administrative personnel into an industry-leading provider of after-market service.

  • Develop, implement and maintain NSI’s customer training programs.

  • Effectively manage the activities of the team to maximize customer satisfaction, productivity and profitability.

  • Ensure that the department personnel operate in a professional manner with an emphasis on safety in both their actions and of our products.

  • Directly engage top customers directly top ensure customer satisfaction and to foster long term partnerships for aftermarket business.

  • Monitor service metrics (KPIs) to ensure continuous improvement in service performance, with specific attention to customer satisfaction drivers such as response time, first-time-fix rates, parts availability and technician knowledge and professionalism.

  • Manage the P&L of the department to demonstrate achievement of both revenue and profit objectives, with focused attention on personnel, travel and warranty costs.

  • Ensure Service is a strategic part of the business by contributing to plans and reviews; align with Product Management to ensure the support of new product launches with trained personnel, parts support and warranty/preventative maintenance programs.

  • Work in conjunction with Sales and Product Management in the pricing of both our parts and service offerings to ensure the customer's total cost of ownership is optimized.

  • Develop new parts and service offerings, marketing materials and other sales material that supports the department’s goal to be a revenue generating, profit maximizing organization.

Job Requirements

Required Skill includes:

  • Ability to effectively work cross-functionally to provide a unified sales and support solution for the customer.

  • Ability to direct and influence the work of others to produce the highest quality performance possible.

  • Proven ability to develop and establish a customer focused service organization.

  • Excellent communication and organizational skills with the ability to prioritize tasks with efficiency.

  • Above average skills in Microsoft Office, solid presentation skills.

  • Ability to read, comprehend and interpret complex technical information involving mechanics and electronics.

Required Experience

  • 5+ years of proven management experience with multiple direct personnel reporting is required.

  • 5+ years of service, sales or major account development experience in capital.

  • Experience tracking trends, developing budgets and analyzing product sale.

Required Education

  • A BS/BA degree or equivalent experience is required.

Preferred Education

  • A Bachelor's of Science degree in a technical field if preferred.