Job Purpose: Oversee all aspects of Customer Care Tech Team, including product support for distributors, dealers, and end-users.

Essential Functions

1. Manage product support programs to provide excellent customer service and revenue enhancement.
2. Manage warranty and return goods process for equipment.
3. Oversee and manage Shop and Service Department, monitor progress of all current and pending projects.
4. Receives service calls initiates problem resolution and troubleshoots.
5. Train service personnel and technicians on service and parts as primary support.
6. Provide back-up Technical Representative Services.
7. Train customers on service and parts as secondary support.
8. Oversees safety regulations by complying with procedures, rules, and regulations; secures tools, materials, and equipment at end of day.
9. Researches, makes recommendations, and implements additional methods of product support.
10. Collaborate with Purchasing, Manufacturing, and Engineering on problem resolution for parts and products.
11. Assist in the determination of pricing for repair parts and options.
12. Assist Product Manager in the development of training curriculum for all service support matters.
13. Participates in product reviews and makes recommendations on changes to improve fit, form and function of equipment.
14. Carries out supervisory responsibilities including interviewing and hiring; training and development; planning, assigning, and directing work; inspecting work; budgeting; appraising performance; rewarding and disciplining; addressing complaints and resolving problems; and coaching and counseling.
15. Collaborate with marking on producing sales and promotional materials.
16. Contributes to team effort by actively participating in team meetings.

Qualifications and Skill Requirements: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below represent the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The Way We Do Things: We believe that a team of people who are humble, hungry and smart will deliver superior performance over the sum total of talented individuals; therefore, we are committed to achieving our mission through teamwork while honoring our core values.

1. Humble – Puts the needs of the organization before themselves. Acknowledge each individual’s strengths and responsibilities. Is committed to the organization’s success.
2. Hungry - Active participation and engagement in department and company-wide initiatives. Demonstrates an eagerness for achieving results, learning, setting a positive example, and adding to the success of the team.
3. Smart - Understands the impact of their words and actions on other people. Demonstrates good judgment and intuition of group dynamics.

Minimum Qualifications:

• At least 3 years of experience in a supervisory or management position.
• Ability to travel up to 50% of the time.

Preferred Qualifications:

• Bachelor’s degree or equivalent work experience

Skills:

The incumbent will have excellent written and verbal communication skills, with the ability to clearly convey detailed information to customers, coworkers, and management. Strong customer service skills are required, including the ability to interact in a positive, professional manner and to maintain effective working relationships. This position requires availability for on-call night and weekend customer service phone support. Incumbent must be able to read and interpret invoices, procedure manuals, blueprints, and job instructions, as well as prepare routine reports and business correspondence. Proficiency in basic and advanced mathematical calculations— including whole numbers, fractions, decimals, proportions, and percentages— is essential. The role requires the ability to apply common-sense understanding to follow written, oral, or diagram-based instructions. Effective time management, task prioritization, strong attention to detail, and organizational skills are critical. Incumbent must be proficient in operating computers and software, including Microsoft Office and MRP systems, and be able to use standard office equipment such as computers, fax machines, copiers, and telephones. Ability to maintain confidentiality.

Physical Demands and Work Environment: The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. While performing the duties of this job, the employee is regularly required to talk and hear. The employee is occasionally required to stand, bend, kneel, climb stairs and walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

The work environment is usually a well-lighted, heated and/or air-conditioned indoor setting with adequate ventilation. The noise level in the work environment is occasionally high. Occasional exposure to outside elements. This position requires occasional travel, which may involve exposure to extreme weather elements.