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Service and Applications Support Manager

ELITechGroup, Inc.
Logan, UT
  • Posted: 21 days ago
  • Full-Time
Job Description

Summary

Directs and manages all applications support, technical support, and service activities of the company. Provides the necessary guidance and leadership to install, maintain, operate, repair, and service all items sold, leased, or rented. Provides guidance and feedback on the development of service contracts and warranty policies.

Responsible for allocating personnel and other company resources to establish policies, processes, and procedures to effectively carry out all essential duties and fulfill key work processes.

Essential Duties and Responsibilities

  • Talks with customers by phone, email, video conference, etc. to understand customer needs, to ascertain concerns, to provide applications support or to render service. Gathers and records key customer contact information so communication may continue with affected customers.
  • Works to determine root cause of all issues (failure, malfunction, service need, etc.) so the very best support can be provided.
  • Answers customer questions about applications support and service in person or via phone, fax, e-mail, and video conference.
  • Develops applications support, technical support, and service support content including e-learning modules, service manuals, troubleshooting guides, etc. to facilitate excellent support for end users. Works with Marketing to ensure all content aligns with corporate branding standards. May utilize photos, video, and text.
  • Identifies parts and assemblies that should be sold as repair parts. Writes change orders to formally create repair parts that can be sold. Generates bills of material if necessary so the repair parts can be produced and made available for sale.
  • Conducts applications support, technical support, and service training for sales reps and foreign distributors.
  • Tracks and trends all applications support and service related data to identify areas for improvement and corrective services to properly address customer inquiries and complaints.
  • Applications and Technical Support
    • Leads applications and technical support teams to provide robust support for all end use customers on the precise use and function of equipment.
    • Delegates assignments to all team members so all work can be performed effectively and efficiently.
    • Establishes systems and processes to define how best to communicate with customers, troubleshoot their needs, and record in the CRM their concerns.
    • Establishes expectations for all personnel who are engaged with an end user by phone, fax, email, video conference and so forth on the proper conduct, communications methodologies, and performance when in the presence of an end use customer.
    • Establishes call tree assignments to define inbound calls to the team based on availability and competency.
    • Establish goals and objectives for the team to provide market leading support.
    • Refers complaints by customers, service failures or other issues to designated departments for investigation.
    • Internal Service and Repair
    • Leads all internal service and repair personnel. Extends assignments to receive, troubleshoot, service, and repair all instruments returned for repair.
    • Establishes systems and processes that define who is authorized to approve an instrument return for service and repair.
    • Establishes systems and processes that define how instruments are serviced and repaired. Establishes performance metrics for the timing repair and turnaround of all customer instruments.
    • Determines staff hours, number of personnel, and parts and equipment required for service.
    • Trains the team to keep proper records of all service and repair performed including the number of hours required and the parts utilized to complete the work.
    • Works with Planning to requisition replacement parts and supplies.
    • Field Service and Repair
    • Leads all external service and repair personnel. Extends assignments to individuals to travel and perform field based service and repair.
    • Establishes systems and processes that define who how to dispatch service personnel.
    • Establishes systems and processes that define how instruments are serviced and repaired in the field. Establishes performance metrics for the timing repair of instruments at a customer site.
    • Trains the team to keep proper records of all service and repair performed including the number of hours required and the parts utilized to complete the work.
    • Establishes expectations for all personnel who are dispatched for service on proper conduct, dress, and performance when in the presence of an end use customer.
    • Dispatches employees to conduct field service and repair.
    • Manages service inventory and holds team accountable for the accurate use and storage of all service inventory.
  • Trains subordinates in procedures required.
  • Assists with related special projects, as required.

Qualifications

Bachelor's degree in engineering, electronics or equivalent from four-year College or technical school; or eight years related experience and/or training; or equivalent combination of education and experience.



Job Posted by ApplicantPro

ELITechGroup, Inc.

Address

Logan, UT
84321 USA
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