National Tech Support Manager

National Tech Support Manager at Stiles Machinery

Responsible for managing the NTS Team & communicating with factory. Meeting customer expectations and sales commitments. Managing the personnel within technical support with responsibilities of technical support supervision.

• National Customer Issues:
  Ensuring appropriate region/personnel are addressing and bringing resolution.
• Assist with National Technical Support Specialist scheduling and training.
• Assisting Technical Support Manager and providing backup in his absence.
• Supervision and coordination of remote diagnostics and video diagnostic programs.
• Provide recommendations of FSR training with Stiles Education.
• Assist with National Technical Support Specialist daily duties and coordination.
• Assist Regional Technical Support Specialists and FSR’s with troubleshooting problems/issues.
• Supply level‑II technical support to customer, FSR’s and other service office staff.
• Act as a direct liaison to the factory to resolve technical issues.
• Periodically visit factories for training and updates.
• Assist Regional Technical Support Specialists in determining needs for installations and other service work.
• Assist the Parts Department on technical issues, stocking levels and new machine parts inventories.
• Demonstrate at all times a positive attitude toward job and company.
• Openly support all policies, procedures and management practices.

• Review upcoming projects, and develop and implement plan of action.
• Providing strategic direction to personnel and motivating personnel.
• Accomplish objectives by recruiting, selecting, training, assigning and scheduling appropriate team members.
• Review and approve and submit staff expense reports timely.
• Assist in selling services to existing and potential customers. This may include preventive maintenance and service on equipment not sold by Stiles.

• 5 or more years of previous leadership experience in a service or technical service environment.
• Field service / technical experience desired.

• Technical and business acumen.
• Excellent organizational and time management skills.
• Able to create project plans and manage multiple projects simultaneously.
• Analytical and problem‑solving skills.
• Strong communication and presentation skills.
• MS Office Applications (Word, Excel, Power Point).

• Office Environment

Seniority level:
Mid‑Senior level

Employment type:

Full‑time

Job function:
Information Technology

Industries:
Machinery Manufacturing

Location:

Grand Rapids, MI

Salary: $99,000.00–$

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