Technical Support Manager

Job Description

Job Description

Job Purpose

The Technical Support role is accountable for the technical support (TS) operations of Amiad North America. Responsibilities include, but are not limited to, providing technical problem resolution to Amiad customers across all Amiad USA product lines, and guiding the coordination of the Technical Support team's daily activity toward department goals.

Duties and Responsibilities

• Provide technical support on Amiad product lines and solutions over the phone system and email, coordinating the daily activity, processes, and workflow of the Technical Support team.
• Interact with customers to provide technical information in response to faults, concerns, and requests about Amiad product lines and solutions.
• Generate and Document site visit reports
• Gather customer information and determine the issue by evaluating and analyzing the symptoms.
• Diagnose and resolve technical hardware and software issues, researching required information using available resources.
• Serve as the company point of contact to evaluate the technical aspects of customer quality complaints.
• Represent the company in front of customers, present company information, and communicate company policies.
• Offer alternative solutions where appropriate with the objective of retaining customers' and clients' business.
• Collect feedback from customer site visits and communicate it within the organization for continuous improvement and learning purposes.
• Implement the start-up process at customer sites as required.
• Implement training activities for customers to improve their knowledge of product operation.
• Record customer calls and inquiries in the CRM system; follow up and make scheduled call-backs to customers where necessary.
• Stay current with system information, changes, and updates.
• Promote Aftersales activities, including spare parts sales, service packages, and service visits and agreements.
• Up to 50% travel required for customer visits.

Supervisory Responsibilities

For team-lead / managerial assignments within Technical Support, the following responsibilities also apply:

• Perform managerial responsibilities in accordance with Amiad policies and procedures as well as applicable laws.
• Interview, hire, train, and discipline employees; plan, assign, and direct work.
• Approve time sheets while meeting deadline guidelines.
• Work with employees to establish personal goals; conduct regular meetings to provide feedback, assess progress, and resolve issues.
• Hold quarterly reviews with employees to update progress on annual goals and provide feedback; document and deliver annual performance appraisals.
• Recommend performance awards and/or merit increases when appropriate.
• Address performance problems through corrective action, keeping an ongoing written record of performance issues.
• Mediate conflicts between colleagues, or between employees and customers, using the company's best practices to reach an acceptable resolution.
• Develop and document department policies and procedures as needed.

Education and Experience

• 4-year degree preferred.
• 5+ years of experience with water filtration and/or water treatment systems
• Proper phone etiquette; ability to speak and write clearly and accurately.
• Knowledge of filtration and water treatment technologies (filters, membranes, chemical, physical, and biological) preferred.
• Knowledge of customer service principles and practices.
• Effective listening skills and strong troubleshooting ability.
• Willingness to cooperate with others and work for the greater good.

Work Environment

• Professional office environment with occasional exposure to a manufacturing environment (noise, grinding, vapor, dust, and lubricants).
• Physical field work required, including assembly and disassembly of filter parts weighing up to 30 lbs.
• Expected to be proficient with a variety of computer programs, including MS Office tools (Outlook, Excel, Word, PowerPoint, etc.).
• Must adhere to company safety policies and wear required personal protective equipment as needed.

Physical Demands

• Frequently required to stand, walk, sit, crouch, reach, stoop, kneel, grasp, see, talk, hear, and use hands to operate office equipment.
• May occasionally lift or move products and supplies typically 10–30 lbs, and up to 50 lbs.

Travel

• Frequent travel and adjustment to time changes when traveling between time zones.
• Up to 50% travel required for customer visits.