Technical Support and Services Manager

Job Description

Job Description

Technical Support Request Management

• Administer and maintain Akkerman’s technical support processes and communication channels, tracking activities from initiation to closure.
• Receive, triage, prioritize, assign, and monitor technical support requests.
• Facilitate communication between customers and internal SMEs to ensure timely follow-up, issue resolution, and proper documentation.
• Monitor support metrics, identifying service responsiveness and effectiveness improvement opportunities.
• Assist with troubleshooting and technical problem resolution as required.
• Serve as the primary coordinator for technical RFIs.
• Coordinate support activities and responses from departments and other SMEs while monitoring and ensuring timely completion.
• Identify recurring technical inquiries and opportunities for documentation improvements.
• Improve organizational access to technical information through knowledge management initiatives.

Technician Services Management

• Lead and maintain Akkerman’s field technical service programs.
• Evaluate service requests and determine appropriate technical resources based on project requirements.
• Coordinate technician assignments based on customer needs, project scope, technician competencies, and business priorities.
• Manage technician scheduling, travel coordination, and customer communications.
• Confirm project requirements, customer responsibilities, location readiness, and service expectations prior to deployment.
• Coordinate changes to service schedules resulting from customer requests, project delays, or resource constraints.
• Support service project closeout activities including documentation, reporting, and billing coordination.
• Maintain technician resumes, certifications, training records, and competency records.
• Monitor technician utilization and workload planning.

Technician Development and Certification

• Create and maintain standardized training curriculum for Akkerman products, systems, troubleshooting procedures, and application methods.
• Develop onboarding programs and training resources for new technicians.
• Conduct technical training seminars, workshops, and hands-on learning sessions.
• Provide coaching, mentoring, and one-on-one technical development support.
• Establish and administer technician competency assessments and certification programs.
• Assess, document, and monitor technician skill progression and proficiency levels.
• Measure technician performance through established competency and development programs.
• Maintain current and coordinate new technical training materials and learning resources related to product changes and introductions.
• Support the future development of customer training programs as organizational priorities evolve.

Refurbishment Program Management

• Coordinate and manage refurbishment and rebuild activities for both customer and company-owned equipment.
• Evaluate refurbishment opportunities and assist in establishing project scope, schedules, resource requirements, and technical needs.
• Coordinate and monitor refurbishment schedules, activities and milestones between technicians, production, engineering, supply chain, and quality functions.
• Utilize refurbishment projects as opportunities for technician development and skill advancement.
• Ensure refurbishment documentation, inspections, and records are properly maintained.
• Recommend improvements to refurbishment processes and workflows.
• Support project completion activities and customer communications as required.

Technical Resources and Knowledge Management

• Develop, organize, and maintain technical references, troubleshooting guides, service procedures, and support documentation.
• Ensure technical resources remain accurate, accessible, current, and easy to locate.
• Collaborate with Technical Publications, Product Management, and Engineering to improve service documentation and support resources.
• Capture and document lessons learned from technical support cases, RFIs, field service activities, and refurbishment projects.
• Promote effective use of technical resources throughout the organization.
• Support the development of self-service technical information resources for internal and external stakeholders.

Continuous Improvement and Support Technology

• Support implementation and maintenance of support technologies, ticketing systems, knowledge management tools, and service platforms.
• Utilization of customer feedback to assist in developing more efficient support workflows, escalation processes, and information-sharing practices.
• Evaluate emerging technologies that may improve technical support effectiveness, including AI-enabled support tools.
• Monitor technical team capabilities related to customer and market needs.
• Define, monitor, and report key support and service performance metrics.
• Support quality, operational excellence, and continuous improvement initiatives.
• Collaborate with Engineering and Product Management to communicate field observations and product improvement opportunities.

Required Qualifications

• Associate’s or Bachelor’s degree in Engineering, Engineering Technology, Industrial Technology, Construction Equipment Technology, Business Management, related field, OR equivalent experience
• 5+ years of experience in technical support, field service, equipment maintenance, product support, heavy equipment operations, or a related field.
• Demonstrated leadership, training, mentoring, or supervisory experience.
• Valid driver’s license and passport for required domestic and international travel.
• Proficiency with Microsoft Office and business software systems.
• Excellent communication, problem-solving, and troubleshooting skills.
• Strong organizational and time-management abilities.
• Must be legally authorized to work in the United States without current or future employer sponsorship. Akkerman is unable to sponsor or assume sponsorship of an employment visa for this position.

Preferred Qualifications

• Experience with trenchless construction equipment, heavy industrial equipment, or similar capital equipment.
• Experience developing technical training and certification programs.
• Experience managing technical field service operations including technical support systems, ticketing systems, or knowledge management platforms.
• Experience coordinating refurbishment, rebuilding, or equipment overhaul projects.
• Familiarity with learning management systems, AI-enabled support tools, and modern support technologies

Akkerman Inc. manufactures tunneling and pipe jacking equipment used to install a variety of underground infrastructure throughout the world. Our employees possess our core values of Teamwork, Integrity, Quality, Innovation, and Safety. It is these qualities that enable our American-made products to consistently outperform those of our foreign competitors.

An Akkerman employee will experience a variety of work that requires a high level of accuracy and quality. In addition to a generous wage and benefit package, employees can expect a clean, modern, safe, and personable working environment.

Company Description

Akkerman Inc. manufactures tunneling and pipe jacking equipment used to install a variety of underground infrastructure throughout the world. Our employees possess our core values of Teamwork, Integrity, Quality, Innovation, and Safety. It is these qualities that enable our American-made products to consistently outperform those of our foreign competitors.\r\n\r\nAn Akkerman employee will experience a variety of work that requires a high level of accuracy and quality. In addition to a generous wage and benefit package, employees can expect a clean, modern, safe, and personable working environment.