What are the responsibilities and job description for the Equipment Support Services Manager position at Key Technical Solutions?
We are looking for an experienced Equipment Support Services Manager to join our team at Key Technical Solutions. As a key member of our Customer Experience team, you will be responsible for ensuring that customers receive the highest level of technical support and service.
The ideal candidate will have 5 years of experience in a technical training, service leadership, or remote support role, with a background in packaging machinery, automation systems, or industrial equipment. You will possess excellent organizational and project management abilities, with a strategic thinker's mindset.
Your Key Responsibilities:
- Lead and manage the Remote Support team, responsible for technical issue resolution and maintenance support.
- Oversight of daily scheduling of support specialists to ensure efficient coverage and responsiveness.
- Implement tools, processes, and KPIs to improve support outcomes, including First Response Time (FRT), First Contact Resolution (FCR), and Mean Time to Resolve (MTTR).
- Mentor and develop a team of technical trainers and support specialists, promoting a culture of customer-first service, continuous learning, and proactive problem solving.
