Technical & Warranty Services Manager
Job Description
Job DescriptionJob Summary
Under minimal supervision, the Technical Services Manager leads and directs the core personnel responsible for advanced customer support, troubleshooting, and repair of Pro Spot equipment. This position develops and executes short- and long-term strategies to support the success and continuous improvement of Pro Spot’s Technical Support and Repair departments.
The Technical Services Manager serves as a senior technical resource for customers and internal teams, providing advanced technical support while partnering with Engineering, Operations, Training, Sales, and Marketing to improve product quality, customer experience, technical capabilities, and operational efficiency.
Essential Duties and Responsibilities
Lead and manage the development and maintenance of technical service tools and resources for internal and external use, including the Pro Spot Knowledge Hub, troubleshooting guides, technical training curriculum, service documentation, and other media.
Manage the warranty claim process, including claim validation, accuracy, documentation, and compliance with company warranty policies and procedures.
Serve as the primary technical point of contact for customers regarding welding processes, equipment troubleshooting, diagnostics, and repair.
Utilize Pro Spot’s digital platforms to track and document customer interactions, product registrations, quality issues, service activity, and technical documentation, including Zendesk, Sugar, Google Drive, and the Pro Spot Service App.
Establish and manage key performance indicators (KPIs) and reporting tools to identify trends in product quality, technical support requests, warranty claims, and service performance.
Develop and implement technical training programs and corrective actions designed to improve product quality, reduce recurring technical issues, and improve support-call trends.
Develop technical bulletins addressing recurring or known quality issues, engineering change notifications, new product information, and new or alternative applications for Pro Spot products.
Collaborate with Engineering, Operations, Training, Sales, and Marketing to identify and implement opportunities to improve product quality, functionality, serviceability, and overall user experience.
Serve as a liaison between Engineering and Production to support project timelines, lead times, technical requirements, and process resolution.
Maintain calibration records, technical documentation, test procedures, and related records to ensure compliance with applicable standards and requirements.
Monitor service performance metrics and lead continuous improvement initiatives focused on cost reduction, efficiency, quality, and customer satisfaction.
Provide technical training, guidance, and support to Pro Spot Repair Department technicians.
Provide technical training and support to the Customer Service team to improve technical knowledge and customer issue resolution.
Provide technical training and support to Pro Spot PBE Van technicians.
Provide Engineering with customer and field feedback regarding product usability, quality concerns, common industry practices, and real-world product applications.
Provide Sales and Marketing with competitive product feedback, including technical features, performance, usability, and market observations.
Conduct remote technical training, customer visits, equipment diagnostics, and troubleshooting as required.
Attend and support trade shows, product testing, demonstrations, and other company activities as needed.
Lead by example and promote compliance with applicable federal, state, OSHA, and other regulatory requirements, as well as company policies, processes, and procedures.
Perform other duties as assigned.
Knowledge, Skills, and Abilities
Advanced experience in a technical support, technical services, service management, or related leadership role.
Advanced working knowledge of sophisticated joining and welding technologies.
Demonstrated ability to work independently while fostering a collaborative and cooperative team environment.
Ability to remain flexible, professional, and solution-oriented when working under pressure in a fast-paced organization.
Excellent communication and interpersonal skills, with the ability to explain complex technical concepts clearly and concisely to customers and employees with varying levels of technical knowledge, language proficiency, and cultural backgrounds.
Strong customer service, conflict resolution, and relationship-building skills.
Advanced written and verbal communication skills, including the ability to read, analyze, and interpret business publications, professional journals, technical procedures, engineering documentation, and government regulations.
Ability to create clear and effective processes, technical manuals, reports, training materials, and other documentation for management, employees, and customers.
Ability to present technical information in an understandable manner and respond effectively to questions from customers, employees, and other stakeholders.
Ability to interpret engineering and manufacturing documentation, including drawings, schematics, specifications, bills of materials (BOMs), and parts lists.
Strong critical-thinking, analytical, troubleshooting, and problem-solving skills.
Strong organizational and multitasking skills, with the ability to prioritize competing demands in a dynamic, fast-paced environment.
Intermediate to advanced proficiency with Google Workspace and Microsoft Office applications.
Experience with ERP, MRP, PRP, CRM, service-management, or other business systems.
Strong attention to detail and commitment to accuracy, documentation, and continuous improvement.