Technician Service Manager

Technician Service Manager

2620 Discovery Dr, Raleigh, NC 27616, USA Req #1683

Thursday, March 20, 2025

PRIMARY FUNCTION:



* Manage assigned Technicians in a manner that ensures continuous improvement of their Personal Development, Technical Abilities, and Professional Performance.


* Provide Technical Support to the Branch that accomplishes prompt solutions for technical challenges.


* Provide input and validation for Service Department quoting.



* Support a stimulating environment that promotes engagement, retention, and commitment to our core values.



* Influence a culture that ensures Safe Work Practices that strive for zero accidents.


* See that Technicians are professionally trained and coached to achieve positive customer experience.

ESSENTIAL DUTIES:

Technician Development


* Recruit, hire, and retain qualified talent to service our customer's equipment.


* Provide regular career planning sessions with employees to assess performance, suggest training options, counsel employees as needed and provide personal support as required.


* Conduct timely Performance Management Reviews as set forth by HR guidelines.


* Monitor rework and provide coaching for the Technicians involved on any events.


* Work closely with the HR and Training Departments to ensure that the organization develops the skills needed to meet the changing environment.


* Enforce company polices pertaining to employee safety, hygiene, and behavior.


* Protect the integrity and professionalism of our company's culture.


* Professionally manage the separation process when necessary.


* Physically ride with Field Technicians when necessary to train and reinforce time entry and paperwork requirements are performed to Company expectations.

Customer Satisfaction


* Proactively schedule and conduct Customer Site visits to perform Tech-On-Site Inspections, confirm working conditions and ensure Field Technicians are performing quality work and to promote business growth.


* Support the Service Advisor by traveling to customer sites to assist Technicians with the planning and execution of complicated equipment installations or repairs.


* Travel to customer sites to assist Technicians with troubleshooting technical challenges.


* Assist Service Department and Technicians with OEM Contact Management to achieve prompt resolutions for abnormal technical challenges.



* Support the prompt and accurate preparation of quotations for the Service Department, Product Support Sales Reps, and external customers.


* Review all Technical information communicated from our OEM/Vendors and convey to all appropriate branch personnel who should be aware of the information.

Company Assets


* Manage Company service vehicles, equipment, and tooling to ensure safe, legal, and reliable operation.


* Coordinate through the Branch Manager any replacement needs for capital purchase requests.


* Responsi...