Technical Services Manager

Summary:

The Technical Service Manager will lead a team of skilled technicians. This individual will be responsible for overseeing call center technical support, managing field technicians, and ensuring exceptional service delivery for our state-of-the-art frozen beverage dispensers, while embodying FBD's core values: Service, Commitment, Excellence, and Innovation.

Essential Duties and Responsibilities:

• Lead and manage a team of internal technical support representatives providing technical support and assistance to customers and service agents by phone or email. This includes guidance on equipment operation, dimensions, parts inquiries, setups, installations, warranty issues, and technical troubleshooting.
• Identify and implement corrective actions for technical issues, including repairs and troubleshooting to ensure optimal equipment performance.
• Record and create detailed reports on service work performed in the field, maintaining accurate service records for reference and analysis.
• Oversee the processing of warranty claims, order entry for warranty parts, and follow up on managed service dispatches.
• Serve as a liaison between Sales, Engineering, Supply Chain, and Quality teams to address technical concerns raised by customers, ensuring smooth communication and resolution of issues.
• Maintain consistent interaction with Sales professionals when technical concerns are raised, facilitating a seamless interface between departments.
• Stay informed and up-to-date on advancements and changes in equipment and processes to continually provide top-tier service to customers and technical service agents.
• Guide customers through the process of troubleshooting equipment failures, ensuring quick and effective problem resolution.
• Continuously evaluate and oversee team performance to ensure adherence to processes and maintain work consistency.
• Develop and oversee team performance KPIs to consistently meet or surpass daily, weekly, monthly, quarterly, and annual expectations.
• Identify and create training/coaching materials to improve team’s performance and service to customer.
• Perform other duties as needed and assigned.

Minimum Qualifications - Education/Experience:

• Bachelor’s degree in Engineering, Mechanical Engineering, Electrical Engineering, or a related technical field is preferred. However, equivalent experience of 10 years in a technical service management role may be accepted in lieu of a degree.
• A minimum of 5-7 years of experience in technical service management or a similar role, preferably within the food and beverage equipment industry.
• Proven experience managing and leading teams, including performance management of direct reports.
• Strong leadership skills with the ability to manage and motivate a diverse team of technicians.
• Excellent communication skills, both verbal and written, to interact effectively with customers and team members, as well as Sales, Engineering, Supply Chain, and Quality departments.
• In-depth understanding of mechanical, electrical, and refrigeration systems, preferably with experience in frozen beverage dispensers.
• Strong problem-solving skills with a focus on customer satisfaction and service excellence.
• Ability to record detailed reports and maintain comprehensive service documentation.

Physical Demands:

• Manual Dexterity: The ability to handle tools and equipment effectively to perform repairs and maintenance on frozen beverage dispensers.
• Lifting and Carrying: Ability to lift and carry equipment and parts weighing up to 50 pounds, with the potential for heavier items with assistance.
• Standing and Walking: Frequent standing and walking, often on uneven surfaces, while conducting site visits and performing preventive maintenance.
• Climbing: Occasional climbing of ladders or other elevated surfaces to access equipment for inspection, repair, or maintenance.
• Bending and Stooping: Frequent bending, stooping, and kneeling to reach equipment or perform maintenance tasks.
• Vision and Hearing: Ability to see and hear well enough to troubleshoot equipment and communicate effectively in a noisy environment.
• Work Environment: Ability to work in various environments, including outdoor settings, commercial kitchen areas, and customer facilities, which may involve exposure to varying temperatures and operational conditions.

FBD is an equal opportunity employer and values diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other characteristic protected by law. All employment decisions are made based on qualifications, merit, and business need.