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Manager of Remote Technical Support and Warranty

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Job ID: JRA21414
Date Posted: May 17, 2022
Segment: Industry
Business Unit: Hitachi Industry & Distribution
Company Name: JR Automation
Profession (Job Category): Other
Job Type (Experience Level): Experienced
Job Schedule: Full-Time
Remote: No

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Description

As the Aftermarket Engineering & Warranty Manager, you will lead the Field Services Team and provide exceptional technical support to external and internal customer questions, escalations, and requests.  This team supports our global installation base 24/7 365 days a year.  Case & escalation management, establishing & refining workflows, and warranty processing are among the top responsibilities for this role.
You will thrive in a hyper-growth, fast-paced environment and have a solid technical background combined with global customer service experience.  A problem-solving attitude with an ability to motivate your team to achieve specific goals are essential skills to perform well in this position.  The innovative solutions we work on offer diverse experiences that will strengthen your skills and challenge your abilities. 

What You’ll Do:

  • Manage, build and develop a customer-focused team comprised of technical support technicians and engineers.
  • Assess technical skills of staff, evaluate training needs relative to required skills, and develop on-going training programs to enhance skill development.
  • Manage cases and track Key Performance Indicators (KPI’s) within case management software.
  • Follow up with customers in response to survey results and identify tech support problem areas for improvement and, if warranted, implement corrective actions.
  • Manage, track and communicate all warranty claims.  
  • Maintain key relationships (Sales, Engineering, Product Management, Service Technicians) to ensure services are aligned and delivered to business requirements.
  • Guide the implementation, continuous improvement and documentation of new and existing policies, procedures and processes for Support systems.

What You'll Bring: 

  • Bachelor’s Degree or equivalent
  • Knowledge of enterprise CRM technologies (preferably Salesforce), security and cutting-edge infrastructures
  • Technical aptitude and formal technical training as an engineer or technician
  • Proven work experience as a people manager
Skills You'll Have:
  • Leadership and management skills supporting globally distributed teams
  • Project management experience, preferably on global initiatives
  • Solid technical background with an ability to give instructions to a non-technical audience
  • Ability to communicate technical issues to non-technical people
Company Overview:

At JR Automation, A Hitachi Group Company, our talented teams leverage the latest technologies, innovative thinking, and decades of experience to provide our global customers with world-class automation equipment.  We transform processes & optimize operations with the solutions we design, build, program & deploy for nearly every industry.  Our people are the heart of our operations, and we believe unique skills and capabilities enable us to grow, collaborate and evolve.    

Join our team of 2,200+ at one of the 27 facilities around the globe.  We offer competitive pay, great benefits, apprenticeship programs, tuition reimbursement and training opportunities to develop your skills.       

Come Think. Solve. Create. With Us! 

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