We are seeking a highly organized and technically skilled Technical Support Manager to lead a team of engineers to successfully support our material handling systems customers both remotely and on field service needs. This role combines technical troubleshooting, case project coordination, and customer relationship management to ensure alignment between the company and customers’ expectations.
Key Responsibilities
Technical Support and Field Service:
Oversee the diagnosis, troubleshooting, and resolution of system issues in collaboration with engineers and technicians.
Ensure multiple service level agreements (SLAs) and timely responses are met.
Provide guidance on maintenance strategies and long-term equipment reliability.
Provide after-hours support and escalation assistance.
Enterprise Resource Planning (ERP) and technical documentation systems (e.g. SAP, Oracle, Jira).
Maintain safety & compliance standards and communication.
Customer Relations
Maintain excellent communication, leadership, and problem-solving abilities with customers regarding technical issues, timelines, and service outcomes.
Conduct follow-ups post-intervention to ensure customer satisfaction, Conflict Resolution, Customer centric mindset.
Support the sales team with technical insight for service proposals or equipment upgrades.
Team Coordination
Lead team members by example and by living KION's shared Group Values and Leadership Principles.
Coordinate with cross-functional teams, including engineering, field service, and controls.
Manage workload and ensure team meets department utilization goal, weekly timesheets and expense reports.
Manage external contractors, third-party vendors, and stakeholders as needed.
Assist in the onboarding process and training technical support staff.
Train and mentor technical support staff on new tools, procedures, and customer service best practices.
Availability to be on-call assissting the team in cases that require particular attention.
Ability to identify, align and manage skills and development target goals.
Ensure compliance with local and supported authorities for visa management.
Engage with peers and people to have a pulse on sentiment and perceptions.
Identify areas within the team that require strengthening and establish action plans to improve and develop them.
Reporting & Documentation
Maintain detailed scope, budget, project records, service reports, and technical documentation per customer’s requirements and contracts.
Ensure accuracy and achievement of performance KPIs for quality, on-time delivery, and cost.
Analyze support metrics to identify trends, improve processes, and implement changes that enhance performance and customer experience.
Contribute to the development of continuous improvement actions and training materials.