Technical Support Manager - Tucson, United States - Rain Bird

    Rain Bird
    Rain Bird Tucson, United States

    2 weeks ago

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    Description

    Overview:

    The Regional Service Manager will supervise a team of GSP Service Engineers to provide chargeable services for the territories supported by the USA service team, whilst assisting each SBU achieve their objectives.

    Responsibilities:
    • Providing services to customers, distributors, SBUs, and escalations for International Regions
    • Supervise the GSP Contact Center in the US in support of the Americas.
    • Ensuring that the GSP center is staffed and trained appropriately to manage active contracts and achieve phone answering goals, improving both call answer times and Customer Satisfaction.
    • Measuring Service Engineers performance based on utilization and quality of deliverables.
    • Managing escalations to Product Management in a timely manner.
    • Work with each of Rain Birds key SBUs to achieve agreed objectives.
    • Take Customer phone calls and provide remote support, as required.
    • Assist with CirrusPRO mapping, database builds and remote installations, as required.
    • Prepare and report on metrics at the Quality Council.
    • Leading the conversion of customers to our newest software and hardware solutions
    • Developing infrastructure to improve customer satisfaction, including Order Management and implementation of a Service CRM.
    • Leading the development of standardized processes and adoption
    • All other functions typical of a service manager.
    Qualifications:

    MINIMUM QUALIFICATIONS:

    • Bachelors degree in engineering, Science, Business or a related field.
    • 5 years of management experience in a service or engineering environment.
    • Experience in providing or managing services.
    • Experience successfully driving a P&L.
    • Excellent communication and interpersonal skills.
    • Willingness to travel up to 25% on an as needed basis.
    • Proven ability to lead, influence and manage multiple projects.
    • Proven ability to implement change.

    DESIRED QUALIFICATIONS:

    • Strong background in irrigation practices
    • Fluency in Spanish or other foreign language(s)
    • Thorough knowledge of Rain Bird Central Control products
    • Post graduate degree in Engineering or Business

    Rain Bird is an Equal Opportunity Employer