Summary: Experienced Manager of Technical Support will oversee the organization's technical support, service operations, and security functions. Communicate frequently with Field Service Techs to evaluate overall installation progress. Interact with Service, Sales, and Project Managers to confirm machine requirements and customer expectations. Personnel and material logistics. Teamwork, technical skills, travelling, planning and priority settings are a must for this position.
Responsibilities:
Identifies and recommends upgrades and changes to hardware and software, maintaining efficient and effective operations in the organization
Analyzed software and hardware needs for the organization
Recommends modifications to security protocols as required
Develops and/or provides training and guidance on acceptable use, risk management, incident response, and security protocols to employees
Periodically briefs senior management on the status of systems and protocols
Reviews reports of and evaluates responses to any security incidents
Maintains current knowledge of emerging security threats, technical challenges, and system protection
Coordinated and schedules large-scale software and hardware installations
Keep customers consistently informed by communicating frequently both before and during installations
Keep the Sr. Manager of Operations and Service Manager, as well as Sales and Assembly personnel informed on the progress of each service job.
Performs other related duties as assigned
Qualifications & Experience:
Excellent management and leadership ability
Demonstrated problem-solving and analytical skills
Excellent verbal and written communication skills
Knowledge of SAP
Knowledge of machine tools building/troubleshooting processes
Knowledge of electrical components
Knowledge of assembly and detailed mechanical drawings, fluid, and electrical schemes
Project management & business writing experience
Able to solve practical problems while managing a variety of dynamic variables
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
Organized with attention to detail
Physical Requirements:
Prolonged periods sitting at a desk and working on computer