Global Technical Service Manager

Job ID: 20451Position Description: Job SummaryThe Global Technical Service Manager will have global responsibility for maximizing the effectiveness of our global phone and field support footprint. This position will have direct oversight of global field depots and be responsible for maximizing throughput, technical acumen, and communication to customers. This position will be responsible for continuous improvement of the global phone technical support organization. This person will be responsible for lowering time for ticket closure, training on new products and concepts, and ensuring a world class customer satisfaction rate. The Global Technical Manager will have responsibility for implementing new tools for support and service as well as creating and maximizing lead passing opportunities from technical resources to sales. The Global Technical Manager will also have responsibility for managing customer training classes for customers and service providers.Roles & ResponsibilitiesThis position has responsibility for:• Manage and continuously improve global phone technical support customer NPS.• Drive improvement in first time phone ticket closure through training and best practices.• Align the global phone technical experience to the domestic experience through headcount management, technical tool implementation, and metrics for tracking customer experience.• Implement new cross training methods for team members to expand knowledge base for better first level triage.• Develop and manage training of level 1 associates to maximize first call closure rates, and develop level 2 bench strength for continual team development.• Manage global field depot throughput and revenue growth.• Develop a scalable inventory sharing model across global field support organization to maximize inventory use and lower customer turnaround time.• Develop hot swap pools for use by global depot team to lower turnaround time for customers.• Develop and track customer experience metrics through the use of local NPS surveys to ensure high customer satisfaction with each global depot.• Manage headcount to ensure effective staffing adequate for increased business.• Manage, improve, and move global locations to maximize footprint and reach of AMETEK owned depot presence.• Develop lead generation metrics for phone and field technical resources.• Develop goals and plans for each associate to maximize lead passing to the manager and sales team• Develop training curriculums for different product sets.• Manage the creation of training programs, train associates to lead trainings and implement full program for self-service and service provider trainings.• Manage all technical documents for updates and increased portfolio of resources.• Implement and manage all CRM based support tools for use by phone and field technical resources.

Created: 2021-11-29