Technical Support Lead Mark Andy, Inc.
THIS JOB HAS EXPIRED Mark Andy is looking for a Technical Support Lead to oversee day-to-day technical support activities of the Mark Andy product line to maximize service level and optimize technical resources across the company. If you are interested in this position, please email your resume and any other pertinent information to Mark Andy Human Resources.
Manage customer high visibility list and ensure weekly communication with organization.
Ensure timely quick strike response to critical machine failure situations and maintain excellent customer service relationships with customers.
Manage customer escalation issues while maintaining excellent customer service relationships.
Proactively seek new revenue generating opportunities, measure performance and make needed adjustments to meet quarterly revenue targets.
Be the liaison between Engineering and Technical Support to ensure timely solutions and prevention of extended or return visits.
Measure, monitor, and address technical skills, service quality, and time management of all technical resources via tier one measurement.
Develop and execute training activities to improve measurements of all technical resources.
Manage a skills matrix to ensure good cross over training is achieved.
Provide weekly feedback to Service Director on tier one measurements to ensure performance improvements are continually made.
Provide daily phone support to customers along with rotating responsibilities for after hour support.
Provide daily logging of all phones support activities.
Proactively lead all team members through training, and personnel development activities. Provide initial feedback for performance reviews.
Provide technical assistance in support of day-to-day PM, parts, retrofits, rebuilds, and other aftermarket activities and growth initiatives. Also, support of Pre-Order, Accounting, Collections, Budgeting, and other company activities and initiatives.
Provide pre-installation review with customers for all installations.
Electrical and mechanical knowledge
IT knowledge a plus
Equipment & printing knowledge
Excellent customer service & problem solving skills
High School Diploma; Technical Trade School or Associates Degree preferred
5 years of technical customer service and/or Mark Andy equipment-related experience
||Chesterfield, MI |
THIS JOB HAS EXPIRED