Recruiter

JOBG8

Location

United States

Job term

Permanent

Job hours

Full time

Technical Quality Manager

This position will be responsible for directing the technical support team to ensure maximum up-time and performance of products.

Specific responsibilities are as follows:

* Lead and manage the team including technical support, training and the quality management system.

* Establish short and long term strategies to optimize performance of the group

* Implement programs to ensure appropriate levels of support as co.expands its reaches into the global market.

* Direct out-bound customer contact programs

* Monitor and analyze customer interactions to generate strategies and action plans to improve product reliability

* Review and resolve significant Distributor concerns, including cost recovery requests.

* Travel to customer sites to troubleshoot and resolve equipment issues as required. (Travel required is approximately 15-20%).

* Develop, maintain, and update Distributor, Customer, and internal technical training programs and materials for all products.

* Direct technical training for national and international Distributor technical installation and sales staff and for customers.

* Provide training at Distributor and/or customer sites as needs dictate.

* Coordinate field testing of software and hardware product enhancements as required.

* Direct the generation of advanced troubleshooting documents and tools.

* Provide recommendations and direction during the development of new products

* Direct new product launch programs

* Create and maintain departmental budget

* Identify and initiate product changes to increase robustness, troubleshooting ease, or maintainability. Participate in the evaluation of new products or product enhancements

* Responsible for developing and maintaining a top-performing team. Conducts performance evaluations.

Success requires the following:

* Bachelor of Science in Electrical Engineering or Mechanical Engineering preferred or equivalent experience directing technical support of OEM equipment.

* Minimum of 3-5 years prior experience managing technical support staff for custom and mass-produced engineered products is preferred.

* Proven experience leading a quality management system, including the ISO 9000 system

* Proven experience and competency with computer controlled motion systems involving variable frequency drives, networked control systems and Embedded software.

* Prior experience installing and troubleshooting experience in Embedded machine networks including Ethernet, RS485, RS232; networking devices such as Switches, hubs, gateways and Routers.

* Must possess proven leadership and organizational skills to lead cross-functional teams on parallel support projects.

* High level of customer focus and positive attitude at all times

* Proficiency in Microsoft Office products

* Working knowledge of established CRM and ERP systems

* Work effectively at guiding the resolution of issues remotely with persons of varying skill sets and experience

* Able to consistently deliver solutions with high intensity under stress.

* Able to direct or guide the troubleshooting and resolution of equipment problems through the phone

* Strong verbal, written and interpersonal communication skills are required.