Technical Services Manager

Position ***** The Technical Services Manager leads the Technical Services team, focusing on enhancing service operations, improving existing processes, developing technical documentation and procedures, and fostering employee career growth. This role is responsible for advancing technical training programs for both clients and internal teams, optimizing warranty processes, and leveraging technology (CRM, AI) to drive efficiency and enhance customer experience. Key ***** Team Leadership & Service Operations Oversee and manage a 24/7/365 technical support operation, ensuring efficient coverage, incident response, and workload balance.Develop structured on-call rotation policies and performance tracking to maintain high service levels.Lead and develop the Technical Services team, implementing KPI-driven performance management and career growth tracking.Oversee call routing, issue tracking, and resolution processes to ensure high service efficiency and customer satisfaction.Manage and improve the warranty processing system, ensuring efficient claim handling and resolution. Expand and maintain the Technical Services resource library and service bulletins to support troubleshooting and knowledge-sharing.Serve as the primary escalation point for complex customer and technical support cases. Process Optimization & Technical Efficiency Refine service workflows, enhance CRM functionality, and implement automation tools to optimize operations.Identify service trends, collaborating with engineering, R&D, and product teams to improve diagnostic accuracy, identify quality trends, and enhance customer experience.Integrate and optimize Field Tech workflows within AI-driven support tools to improve service efficiency and accuracy. Training & Development Oversee the structure, execution, and continuous improvement of technical training programs.Develop and maintain a technician certification program to ensure standardization in technical knowledge and service quality.Drive initiatives to enhance technical acumen across the team, integrating new engagement methods.Support internal teams (Sales, Field Technicians, Engineering)with ongoing technical training and best practices

Created: 2025-06-03