Structural Concepts, a Hoshizaki Company
The company operates as a sister company of Hoshizaki America.
Purpose of the job
The Technical Service Manager drives responsive, high-quality technical and warranty support, ensuring high levels of customer satisfaction. This role leads the resolution of complex technical issues, optimizes service processes, and fosters strong customer relationships to enhance the SCC’s reputation and customer retention.
Essential Job Responsibilities
Champion Exceptional Customer Support: Lead the technical support team to deliver timely, accurate, and effective solutions to customer inquiries and issues.
Optimize Service Delivery Processes: Develop and implement standardized procedures for technical support to improve efficiency and quality.
Service Delivery: Develop productive relationships with external service partners to ensure 95% of field repairs are completed within SLA timeframes, maintaining high-quality service standards.
Knowledge Management: Build and maintain robust systems for managing critical data, service parts identification and troubleshooting guides; and for developing the skills of field service providers. Develop effective tools for maintaining troubleshooting guides, procedures, work instructions, forms and training materials.
Team Development: Mentor a team of technical support professionals, fostering skill development and performance improvement through training and performance metrics.
Strengthen Customer Relationships: Act as the point of escalation for complex technical issues.
Improve Operational Efficiency: Analyze service data and implement process improvements, reducing warranty costs by 10% annually while maintaining or improving service quality. Collaborate with Engineering, Operations, and Quality to ensure warranty feedback is translated into countermeasures that reduce overall warranty claim rates.
Perform other duties as necessary in support of business objectives. This document provides guidance and is not intended to limit the thinking and creativity of the person in this role.
Qualifications
Note: The above statements are intended to describe the general nature and level of work being performed. They are not an exhaustive list of all duties, responsibilities, knowledge, skills, abilities, and working conditions associated with this job. This job description is not an employment contract, and SCC reserves the right to change this description at any time.
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