Field Support Manager

Field Support Manager

 

 Reports to: President

Supervises: Field Support Technicians

Classification: Exempt

We have EPIICC values which are vital to our business; each represents an area of essential importance to us. Their existence is intended to guide difficult decisions and shape behavior.

We do Everything with Passion.

We have Integrity.

We are Innovative.

We are Creative.

We are Collaborative.

 Job Summary

The Field Support Manager manages the Field Support team, including the Technical Service Coordinator and all the Field Service Technicians. The Field Support team performs specialized mechanical and software support duties related to the installation, inspection, customization, maintenance, and repair of pad printing and digital inkjet equipment and machinery.

Essential Functions/Responsibilities

  • Hires, trains, and supervises the field support technical team.
  • Oversees the job assignments and activities of field support staff. Responsible for assigning personnel and ensuring proper documentation, parts, and tooling are available.
  • Manages the field support group to work together with the Technical Service Coordinator to operate as a call-center in answering technical and repair questions from customers when technicians are not traveling. For example, Customer Service can transfer a customer service call to the Technical Service Coordinator or an available technician.
  • Create systems to create and track customer issues to a satisfactory resolution for each customer.
  • Responsible for revenue and profitability for parts, service-related labor, and service contracts for all of our equipment.
  • Plan and schedule staff to travel to customer locations to provide support anywhere in the U.S. (or world) to perform:
    1. On-site machine installations and training to customers.
    2. On-site equipment repairs and periodic equipment maintenance.
    3. On-site training and use of RIP software and color matching techniques.
  • Is personally able to provide phone and online remote support to customers when other team members are not available.
  • Provides technical assistance to Sales Engineers as requested.
  • Completes other tasks and or assignments as requested by management.
  • Complete documentation of work completed in customer issue management system for tracking, communication, and billing purposes.
  • Complete timely and accurate expense reports.
  • Personally travel to customer locations where service escalation is needed to resolve issues, to sell service contracts, or foster relationships for long-term service revenue and profitability.
  • Travel to Corporate office in East Dorset VT, for Management meetings, FATs, or other meetings as needed.

Requirements – Knowledge, Skills, Education

  • Technical School Certificate or equivalent experience, with minimum of 5+ years of manufacturing experience and broad knowledge of machine controls, electrical systems, and tooling.
  • Proven experience in technical service position.
  • Excellent organization and planning skills.
  • Outstanding communication and interpersonal abilities.
  • Experience in supervises a team of remote technicians.
  • Competent working knowledge of electro-mechanical technologies, pneumatics equipment and related inkjet and pad printing applications and processes.
  • Ability to train customers on the use of our supported RIP systems including color matching support.
  • Working knowledge of solvent-based and UV curable inks.
  • Familiarity with Durometer settings and Pad chemistry.
  • Understands the cliché making process and various plate materials.
  • Ability to troubleshoot problems and provide solutions.
  • Working knowledge of Microsoft Office applications (Word, Excel, PowerPoint);
  • Able to lift up to 50 pounds occasionally.
  • Able to travel 30 to 40% of the time.
  • Can work from a remote location near a major airport for efficacy of travel.

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. This job description reflects management’s assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.