Technical Operations Manager

Job Description

Job Description

Job Summary 

This position is responsible for providing technical support and development for Technicians in their territory, providing complex job support, and basic generator education to administrative staff.

Essential Responsibilities

• Assist the Aftermarket Operations Manager and Customer Service Manager in all operations of the service center when and where necessary; including, but not limited to technician / coordinator mentorship, efficient scheduling, warranty administration, work order and WIP management, customer satisfaction, and invoicing.
• Assists in the establishment and maintenance of a safety-oriented culture; responsible for ensuring all technical safety training is properly coordinated and executed per company policies and standards. Ensures technicians have, use, and maintain their PPE.
• Serve as a revenue-generating technician for the service center and will target a 50% service call application rate.
• Provide superior technical expertise on complex jobs both via telephone and in person when required.
• Manage all warranty work orders for the branch – ensuring accuracy, timely communication, and timely submission. May assist the Customer Service Manager with warranty job administration and assist with pre-authorization claims related to warranty jobs.
• Responsible for all Technical training, development, and mentorship of technicians in the service center.
• Works with EHS and Technician Development Manager to develop and provide technical training for technician workforce on all matters relating generator service and installation for the development and advancement of the technician workforce.
• Manage Service Center library containing Technical Software, Service Bulletins, Technical Reference Documents & SOP procedures.
• Work with Nixon TSC and Kohler on known product issues; responsible for Service Center communication.
• Provide classroom or hands-on training for our workforce on all aspects of generator service.
• Collaborate with switchgear department to provide Switchgear support and training as necessary.
• Assist in identifying training deficiencies and offer suggested training paths.
• Act as support for Kohler warranty claims process and procedure.
• Other duties as assigned.

Knowledge & Skills

• Perform the same work operations/job activities as a Lead Technician plus Switchgear without supervisor or direction.
• Perform as the -n-charge person on complex installation and repairs.
• Proficient in Microsoft Office Suite of programs.
• Strong communication skills both written and verbal.
• Exceptional customer service skills.
• Strong organizational skills.
• Ability to multi-task, prioritize, and manage time effectively with strong attention to detail.

Education & Experience Preferences/Requirements

Degree Required:    Technical School Certificate                                           

Degree Preferred:    Technical School Certificate

Certifications Preferred:  Kohler Certifications based on Level                                          Years of Experience:    8 +

Working Environment / Conditions

• 30% travel

• Must be able to use hands/fingers handle, or feel
• Reach with hands and arms
• Stand, walk, sit, climb, balance, stoop, kneel, crouch and crawl 
• Lift and/or move up to 50 lbs. (and occasionally up to 100 lbs.)
• Be exposed to moving mechanical parts; fumes or airborne particles; outside weather conditions (extreme heat and cold), and risk of electrical shock