The Technical Field Service Manager is responsible for ensuring customer satisfaction on all levels of business by providing on-site and phone troubleshooting, repair, equipment modifications, installation and sales support of industrial power generation equipment for data center customer. This position is responsible for providing mission critical equipment support and service.
Essential Duties and Responsibilities:
Provide technical support, setup and assistance to dat center customers.
Assist in site certification, operation and EPA testing.
Assist with the development and distribution of service and parts bulletins to notify customers of product changes or issues.
Assist sales managers and rep groups with new customer product training.
Develop new and maintain existing relationships with customers’ branch, district, and regional sales and service managers.
Coordinate customer calls with regional sales managers to ensure needs of all customers in the territories are met.
Provide sales support through assisting customers in determining correct equipment for their needs.
Provide technical input and design ideas to engineering during new product initiation and existing product improvements.
Provide feedback from the field to Sales and Marketing, Engineering, Manufacturing, and Technical support.
Provide written weekly reports to manager covering product issues/ concerns, possible sales/upsell opportunities.
Assist Service Training and Technical Publications with manual content and reviews for accuracy.
Evaluate Engineering Change Requests (ECR’s) and Engineering Change Notices (ECN’s) to determine the need for new service parts.
Minimum Requirements:
Physical Demands: While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion the incumbent may be required to stoop, bend or reach above the shoulders. The employee must occasionally lift up to 25 - 50 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision and ability to adjust focus. Occasional travel.
