Technical Services Manager

Job Overview:

This position will be responsible for overseeing and leading a team of technical representatives to ensure the delivery of high-quality technical support and services. This role requires a proactive approach to managing day-to-day operations, driving performance, fostering relationships with customers, and ensuring that all technical services align with the company's goals and standards. You will act as the main point of contact for customers, ensuring seamless communication and resolution of technical issues while maintaining a strong focus on client satisfaction.

Key Responsibilities:

• Team Leadership: Lead, manage, and mentor a team of technical representatives, ensuring they are equipped with the tools, knowledge, and support needed to perform their roles effectively.
• Client Relationship Management: Serve as the primary technical liaison for customers, maintaining strong relationships with key stakeholders, addressing their technical needs, and ensuring a high level of satisfaction.
• Operational Oversight: Oversee the day-to-day operations of the technical services team, ensuring timely and efficient delivery of services, troubleshooting, and technical support. Identify process improvement methodologies for cost-saving opportunities.
• Performance Monitoring: Track and monitor team performance using KPIs and other metrics, providing regular feedback to team members and identifying areas for improvement.
• Training & Development: Develop and implement training programs to ensure that the technical representatives remain current on the latest technologies, products, industry trends and suite of tools for site-level Tech Reps. Oversee the creation of technical standards.
• Project Management: Lead technical projects from initiation to completion, ensuring deadlines, budgets, and quality standards are met.
• Technical Support Escalation: Act as the escalation point for complex technical issues, working to resolve them quickly and effectively while minimizing downtime.
• Collaboration: Work closely with internal teams (e.g., Sales, R&D, Operations) and customer teams to align technical services with broader business objectives.
• Reporting: Prepare and present regular performance reports, service updates, and technical insights to stakeholders and internal management.
• Compliance & Standards: Ensure that all technical services are delivered in accordance with company policies, industry standards, and any applicable regulatory requirements.

Qualifications:

• Bachelor's degree (preferred).
• 5 years of experience in a technical services or management role, with experience leading a team.
• Proven experience managing relationships with large clients.
• Strong knowledge of technical support practices, project management, and troubleshooting methodologies.
• Excellent leadership, communication, and interpersonal skills.
• Strong problem-solving and critical thinking skills, with the ability to make decisions under pressure.
• Proficiency with relevant software tools and platforms.
• Ability to travel occasionally to customer sites or other company locations as required.
• Experience with new technology implementations and product launches.

Pratt Industries is America's 5th largest paper and packaging company with more than 8,500 highly skilled green collar employees dedicated to the environment and sustainability. Pratt Industries is one of the largest corrugated packaging companies in America, with sophisticated manufacturing facilities in more than twenty states. The company operates several of the most modern, cost effective paper mills in the country, as well as a series of sheet and box plants strategically placed throughout the United States offering a wide range of creative packaging solutions. Pratt Industries is committed to recycling and the environment by harvesting the urban forest.

Pratt Industries offers competitive compensation plans with incentive opportunities, full benefits package including medical, dental, vision, life, disability, All State, Pre-Paid Legal, and 401(k) with company match, paid vacation, paid holidays, and childbearing and parental leave.