Technical Services Supervisor

Job Description & Essential Functions of the Technical Service Supervisor

Job Description: The ideal Technical Service Supervisor will be an expert-level service professional with the ability to work with a high level of integrity and with minimal supervision. This role will be a leader to the other Technical Service Engineers and ensure everyone is performing the roles properly in their job descriptions. This role will perform a variety of complex technical tasks needed to support customers with basic troubleshooting capabilities designed to isolate and resolve any LED issues experienced. This role will ensure the success of Absen products post-sale.

Essential Functions:

• Provide company training to new hires in the Technical Service Department.
• Manage the local technical team which includes assisting with schedules, overtime arrangements, and KPIs.
• Provide new and innovative ideas for improving the processes within the Department.
• Provide daily technical (troubleshooting) phone and online support for all Absen customers.
• Deliver access to technical manuals, collateral, SW/FW, and work instructions as needed.
• Provide technical advice regarding the technology and engineering of our products to promote, support, and service the sale of our products.
• Conduct onsite technical installation for clients all over the United States.
• Deliver onsite technical installation consultation and provide clear instructions.
• Consult clients on technical service parts and new acquisitions.
• Assist with the support of the RMA service cycle on an as-needed basis.
• Manage RMAs and tech support calls via assigned tracking tools.
• Evolve technical database repository for tech support use (Problem/Solution Tree).
• Provide RMA / Tech support health reporting as needed by management.
• Conducts routine tests and solves mechanical or electronic problems involved in the operation of the products.
• Assist in customer satisfaction surveys.
• Service Data Analytics compiling, reporting, and planning.
• Escalation management process (when applicable).
• Support sales representatives by providing technical knowledge to clients and potential clients.
• Coordinate the return of customer material back to the company for repair.
• Assess the potential application of company products or services and offer solutions that meet customer needs.
• Provide technical training to customers.
• Use technical knowledge of product offerings to support and build sales and support services.
• Provide support in both pre- and post-sales.
• Assist with root cause analysis of failed components from the field.
• Field and manage support calls as assigned.
• Complete applicable administration concerning the above-related activities.
• Travel to customer sites as needed to coordinate duties listed above.
• Management of assigned tasks.
• Performs all other duties assigned that the employee is capable of performing.

Competencies:

• Ability to break down complex problems into manageable parts.
• Thorough understanding of parts’ roots and relationship to other parts.
• Ability to interpret a variety of instructions in written, verbal, diagram, or schedule form.
• Ability to work with a high level of integrity with minimal supervision.
• Excellent communication skills with the ability to interact with customers professionally.
• Demonstrated ability to use sound independent judgment.
• Advanced computer and networking skills.
• A desire to travel regularly.
• Problem-solving skills related to electronics.
• Ability to operate digital and analog oscilloscopes, logic analyzers, pulse generators, meters, and other electronic instruments.
• Ability to work from schematics or rough sketches.

Education & Experience Requirements:

• Preferred AS Degree in Computer Science, Engineering, or other technical related area plus 1-year minimum experience or equivalent technical training and 2 years of LED/AV service and support experience.
• Technical Help desk, Network Operation Center (NOC), experience.
• Ability and experience working with phone systems, Excel, Word, Access, PowerPoint, and ERP/CRM systems.
• AV industry or CTS certifications a plus.

Physical Requirements:

• Must be able to lift up to 25 lbs consecutively.
• Must be able to occasionally lift up to 50 lbs or more with help from coworkers.

Work Location:

• Remote/On-site
• Orlando Office & Warehouse

Travel:

• Minimum 65% Travel (potential for more depending on needs of the company)
• Must travel to fulfill job duties and responsibilities as needed.
• Valid driver’s license required.

Language:

• Excellent written and verbal communication skills.
• Proficiency or fluency in Chinese-Mandarin requested but not required.