Head of Field Service

We are a high-tech company with a history of delivering innovative laser technology solutions to Automotive, Aerospace, Medical and the Scientific research communities. Our team members are motivated individuals that help each other do remarkable things every day. We are looking for a leader who can face challenges with a fresh mindset acting as a senior point of escalation for the 5 Axis Technical Service Group. As an independent family company, we offer you the freedom and trust to put your brave ideas into practice. Our passion and creative drive ensure that we are an innovative force across the globe at over 80 TRUMPF locations.**Principle Duties & Responsibilities*** Serve as a customer advocate, ensure internal and external customer needs are met and solutions are provided in a timely fashion to minimize the chance of escalations with customers.* Ensure team is trained properly to secure customer support needs, cross train individuals in key roles as necessary.* Review internal systems and databases constantly to identify opportunities of improvement, implement changes as necessary utilizing this data.* Work with other TRUMPF organizations in North America and Globally to improve operations, processes, and customer experience.* Create/maintain KPI’s and other metrics to ensure high level of customer satisfaction. Improve operations based on established data and ensure that the teams and individuals meet and exceed established customer satisfaction goals.* Conduct annual performance evaluations and coach/mentor employees throughout the year to ensure they are working to their full potential.* Assist in the preparation of regularly scheduled reports and/or presentations.* Direct supervision over all technical service department operations.* Demonstrate exemplary problem solving, customer orientation and positivity in most demanding situations.* Ensure that there is adequate capacity and competence for best quality field and phone support service.* Focus on talent management and personnel development, especially efficient on-boarding and training of field service engineers and phone support engineers.* Work in conjunction with the spare parts team to ensure accurate and timely delivery of materials to customers.* Monitor field service technician mission and corresponding expense reports.* Monitor and verify service department payroll records and time cards.* Oversee departmental tools and equipment, keep abreast of new equipment and tools available and recommend purchases.* Complies with and enforces all company policies, procedures, and best practices.* Establishes and maintains good working relationships with the sales and project teams.* Participates in continuous technical and development training.**Travel*** Up to 15% as needed* Must maintain valid Driver’s License* Occasional overnights as necessary **Education & Experience*** Bachelor’s degree in Engineering or related field, or equivalent combination of training and work experience required.* Strong supervisory and project management experience necessary.* Excellent written and verbal communication skills.* Strong time management skills and ability to prioritize, organize and plan work efficiently.* Minimum 5 years of previous experience in technical service or customer service.* Strong attention to detail and problem solving skills.* Field service and In-House technical support experience strongly preferred.* Strong Microsoft Office Suite Experience; Teams, Word, Outlook, Excel, and PowerPoint required.TRUMPF Inc. endeavors to make TRUMPF careers pages accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance in completing the applications process, please contact our HR department at View phone number on click.appcast.io or at View email address on click.appcast.io. This contact information is for accommodation requests only and can not be used to inquire about the status of application. #J-18808-Ljbffr