Technical Services Manager

Responsible for managing, directing, and supervising the Technical Service Department and Technicians to ensure accurate diagnosis, repair, and replacement of returned products and minimize turnaround times.

Job Requirements: include the following essential duties and responsibilities. Other duties may be assigned.

• Manage and support technicians to ensure the accurate diagnosis and timely repair of returned products, both customer-owned and returned-to-inventory products.
• Monitor and oversee repair and service to maximize staff performance and efficiency and minimize turnaround times; analyze and maintain product repair history records, review and update product repair reports; make necessary changes to ensure the thoroughness and consistency of results.
• Develop KPIs for the department as a whole and for individual technicians. Monitor the set KPIs and mentor technicians to achieve the set goals.
• Manage daily requests from other departments for products to be inspected for orders.
• Ensure the accurate usage of Service Now and other systems implemented by the company to analyze and maintain product repair history records, review and update product repair reports, and make necessary changes to ensure the thoroughness and consistency of results
• Ensure all service equipment is maintained and in safe and good working condition. Ensure proper training of all technicians on the safe usage of all service machinery and equipment. Maintain and manage safety standards throughout the service department. Maintain security and integrity of the service department and all returned products.
• Properly document department policies and procedures, maintain an internal knowledge base and continuously review policies, procedures, and recommended updates.
• Manage technician overtime following company policies. Coach and develop technicians.
• Participate in the cross-training program teaching other departments the technical fundamentals of Chauvet products.
• Work collaboratively with the Product Development team to develop service manuals, other procedures, training, and other documentation to support customer servicing and repairs of company products
• Produce and submit regular performance monitoring and assessment reports, including one (1) annual performance review.
• Communicate pro-actively and promptly, service findings and feedback to the appropriate managers/staff in Product Development, and QA Departments. Share prior experience supporting products, and the history of existing products to help the Product Development and QA Department take the necessary steps to prevent future defects on new products or recurring defects in new shipments of existing product lines.
• Collaborate with the warehouse team to ensure efficient processing of returned products before and after repair and to maintain the accuracy of returned product inventory.
• Work cooperatively with the Parts Department, per its policies and procedures, to ensure the availability of parts for product repairs.
• Wear proper safety equipment.

Education and/or Experience:

• Associate degree in electronics, electrical, mechanical, or industrial engineering
• 2-3 years supervisory experience
• 3 or more years experience or equivalent combination of education and experience in repair/service of lighting, small electronics, or technical products and supervisory skills
• Must complete Chauvet University Modules 1-6.
• Ability to interpret technical instructions, follow established procedures, and keep accurate records.
• Good observation and analytical skills. Must be able to diagnose and repair/service lighting equipment and control systems.
• Working knowledge of DMX protocol and lighting systems.
• Attention to detail.
• Excellent communication and time-management skills with the ability to work independently with little supervision in a fast-paced environment.
• Basic computer skills with intermediate-level experience in MS Office.

Physical Demands:

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is required to stand; walk; stoop, kneel, crouch, or crawl. The employee is occasionally required to sit and climb or balance. The employee must regularly lift and/or move up to ten pounds, frequently lift and/or move up to fifty pounds, and occasionally lift and/or move more than one hundred pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Overnight travel via land and/or air transportation may be required.

Working Conditions:

Work may be performed outside of a climate-controlled environment.