Technical Service Manager

Description

Technical Service Manager

1. POSITION SNAPSHOT

In this role, you will lead and develop FlackTek’s Technical Service Department, the first line of technical support for customers around the globe. You’ll oversee remote customer support, field service, preventive maintenance, factory repairs, and Assurance Plans, ensuring fast, accurate, and professional resolution of customer needs. You’ll coach a growing team of service professionals to deliver legendary customer support, technical excellence, and measurable improvements in response times, uptime, and customer satisfaction.

This role reports to the: Site Director

2. PRIMARY OUTCOMES

• Department Performance & Scalability – Own the overall performance and scalability of the Technical Service Department, including people, processes, systems, capacity planning, service quality, and continuous improvement.
• Customer Responsiveness – Maintain average response time < 4 hours during business hours; ensure tone aligns with FlackTek’s brand.
• Case Management – Achieve = 99 % accurate case creation in Salesforce/FSM within 4 hours of customer contact.
• First-Contact Resolution – Establish a baseline and drive sustained improvement in first-contact resolution, with appropriate escalation when needed.
• Preventive Maintenance (PMs) – Complete 100% of required Assurance Plan PM commitments within the applicable service interval.
• Factory Repair Turnaround – Complete = 90 % of factory repairs within 7 business days, maintaining full documentation accuracy.
• Loaner Fleet Readiness – Maintain 100 % coverage of required loaner units for contracts and complete monthly fleet audits.
• Technician Utilization – Maintain 70–80 % productive technician utilization
• Customer Satisfaction – Issue surveys for =95% of eligible completed service events and maintain an average Customer Satisfaction Rating of =4.0/5.0.
• Service Financial Performance – Deliver annual service revenue and performance objectives while maintaining =2% invoice defect rate and ensuring service work orders are completed and entered within 2 business days.

3. CORE RESPONSIBILITIES

• Lead, coach, and develop the Technical Service team to deliver legendary customer support and effective technical troubleshooting.
• Set clear individual and departmental expectations; provide feedback, address performance gaps, resolve conflict, and recognize strong performance.
• Forecast service demand and manage staffing, technician capacity, utilization, cross-training, scheduling, and coverage to support business growth.
• Own customer responsiveness and communication standards across phone, email, Slack, and other service channels.
• Manage the end-to-end service case workflow in Salesforce/FSM, ensuring accurate prioritization, assignment, documentation, escalation, and closure.
• Maintain effective triage and escalation processes using severity levels, failure categorization, and defined technical escalation paths.
• Oversee preventive maintenance and field service execution, including technician dispatch, scheduling, routing, customer coordination, equipment returns, parts readiness, and service documentation.
• Manage factory repairs, coordinating with Logistics, Supply Chain, Production, Engineering, and Quality to achieve timely, documented resolution.
• Maintain service parts and loaner fleet readiness to support customer uptime and Assurance Plan commitments.
• Develop and maintain service procedures, troubleshooting guides, technical documentation, training materials, and technician qualification requirements.
• Own department performance through KPIs and operating reviews; identify gaps, assign corrective actions, and drive improvements in service, quality, cost, and productivity.
• Partner with Engineering, Quality, Production, Sales, and Supply Chain to resolve recurring equipment and service issues through root-cause analysis and corrective action.
• Use service data, technician observations, and customer feedback to drive product reliability, serviceability, documentation, and future design improvements.
• Support service contracts, warranties, and Assurance Plans, ensuring commitments are understood, fulfilled, documented, and reflected in capacity planning.
• Develop scalable service processes, standard work, systems, and data practices to support business growth while maintaining strong safety practices across field and factory service activities.

4. MINIMUM QUALIFICATIONS

• Education & Experience
  • Bachelor’s degree, technical certification, military technical training, or equivalent combination of education and relevant experience.
  • 5+ years of progressive experience in technical service, field service, maintenance, or industrial equipment support, including demonstrated people leadership.
  • Experience leading on-site, remote, and traveling team members in a manufacturing or equipment environment.
  • Demonstrated experience managing customer-facing operations, priorities, and performance metrics.
• Technical & Professional Skills:
  • Working knowledge of electromechanical systems, diagnostics, troubleshooting, and root-cause analysis.
  • Proficiency with Salesforce/FSM or similar CRM/service platforms, ERP/MRP systems, and Microsoft Office or Google Workspace.
  • Strong written and verbal communication skills with the ability to effectively engage customers, technicians, and cross‑functional teams.
  • Ability to prioritize and lead effectively in a fast‑paced environment with competing customer and operational needs.

5. PREFERRED QUALIFICATIONS

• Preferred Experience & Skills
  • Experience managing service contracts, warranty programs, or customer assurance plans.
  • Experience developing preventive maintenance programs, technician scheduling, capacity planning, or field service operations.
  • Experience using CRM/FSM data, KPIs, dashboards, and reporting to identify trends and improve service performance.
  • Experience with precision machinery, industrial equipment, automation, or advanced manufacturing environments.
  • Demonstrated success developing technicians through coaching, cross‑training, and technical qualification programs.
  • Experience partnering with Engineering, Quality, Production, and Supply Chain on recurring failures, root‑cause analysis, and corrective actions.
  • Experience applying Lean, Six Sigma, or other continuous improvement methods to service or operational processes.

6. SUCCESS COMPETENCIES & FUNDAMENTALS

• Deliver Results : While effort is important, people expect results. Follow‑up on everything and take responsibility to ensure that tasks get completed. Set high goals, use measurements to track your progress, and hold yourself accountable for achieving those results.
• Be Relentless About Improvement : Regularly evaluate the way you/we work to find ways to improve. Don’t be satisfied with the status quo. "Because we’ve always done it that way" is not a reason. Guard against complacency. Find ways to get things done better, faster, and more efficiently.
• Honor Commitments : Do what you say you’re going to do, when you say you’re going to do it. This includes being on time for all phone calls, appointments, and meetings. If a commitment can’t be fulfilled, notify others early and agree on a new deliverable to be honored.
• Think Team First : It’s not about you. Don’t let your ego or personal agenda get in the way of doing what’s best for the team. Be there for each other and be willing to step into another role or help a co‑worker when that’s what’s required for success. Help each other to succeed.
• Deliver Legendary Service : It’s all about the experience. With every experience, do the little things, as well as the big things, that surprise