Sr. Technical Service Manager - Commercial Display (B2B)

Position Summary :

We are currently looking for a Sr. Technical Service Manager to join our Customer Advocacy team. The Sr. Technical Service Manager will develop and manage all aspects of TCL’s Commercial Display service, B2B and emerging product line operations, ensuring that the utmost care is given to our customers. Working with both internal and external partners, this position will lead TCL’s efforts to provide a seamless, customer-friendly, service experience for TCL’s current and future products.

Responsibilities include, but not limited to :

• Develop, lead and manage TCL’s service providers, and service network, which perform depot repair, refurbishing, fulfillment, parts distribution, onsite service and returns. This includes, but is not limited to, quality control, contract preparation, search and onboarding new partners, project management, process documentation, performance management and continuous improvement.
• Create service processes to ensure best-in-class service while also ensuring optimum cost control.
• Develop B2B service programs, including extended warranty, white glove, and advanced replacement services.
• Draft service agreements and provide input for overall agreements that involve B2B service and / or returns, when applicable.
• Lead, mentor and continually develop a team of technical services engineers and analysts.
• Assist with management of replacement parts and whole unit service inventory across all lines of business and product categories to ensure optimum service levels and cost control.
• Lead the product services life cycle from NPI to EOL and identify opportunities for product improvement.
• Define and implement necessary systems, metrics and controls to effectively manage operations.
• Onboard and provide continual support for third-party service providers, and partners to prevent and resolve customer issues.
• Provide training for 3rd party service providers and internal personnel.
• Serve as an escalation point for critical customer issues. Coordinate with appropriate partners to manage issues to resolution, and as needed, communicate directly with customers.
• Review and analyze data from multiple sources and present discoveries and recommendations.
• Serve as service lead for all B2B service-related functions.
• Work closely with TCL leadership, Support Managers and Quality team to align processes and ensure a seamless customer experience.
• Review and approve service claims and associated service costs.
• Ability to travel up to 25%.

Education & Experience :

Our Company Benefits Include

Pay : From $90,000.00 per year

Salary : $90,000