Technical Services Manager

Job Duties

Lead the daily operations of the technical support department (including remanufacturing team) to provide support to customers (internal and external) and channel partners addressing problems/complaints/issues/inquiries in an accurate, professional and timely manner utilizing all appropriate resources.

• Management and timely resolution of Customer Complaints, CAPA’s and RMA’s
• Electromechanical assemblies trouble shooting and repair.
• Validation of NPI as well as legacy products. Includes full ownership of creating test protocols. overseeing performance of validation testing, and final report generation.
• Supervision of the TSD and RMA staff.
• Partnering with Engineering and Sales/Marketing during the NPI development process.
• Ownership of the TSD/RMA area 5S requirements to represent a lab environment.
• Customer trouble shooting/Customer support via phone and or email.
• Report out to OKI SR. Management Team on documented quality trends favorable/unfavorable.
• Manage the EHS program.
• Assists with Equipment installation at customer sites globally.

• Supervise engineers/technicians in daily technical support & applications tasks to assure there is sufficient support and coverage available at all times, best utilizing the individual skill sets within the group to achieve optimum efficiency, rapid turnaround and achieve customer satisfaction.
• Serve as liaison with customers, operations, engineering, sales/marketing and channel partners to resolve problems and inquiries.
• Manage and schedule field service for America’s region.  Assure appropriately trained technicians are available to address needs of customer.
• Develop, coordinate, and provide regular and ongoing training courses on all product groups tailoring to different customer needs – both on site and at customer locations as required.
• Provide custom applications support for soldering, rework and fluid dispensing products. Coordinating with engineering, evaluate requests and judge technical and financial viability. 
• Develop and implement plans to meet corporate objectives and ongoing development of the Technical Support and RMA department.
• Formulate and manage department budget.
• Manage timely response of Customer Complaints and CAPA’s.
• Manages global outside services regarding field repair capabilities and validation of skillset to OKI requirements.
• Work towards the goal of creating a proactive team approach vs. reactionary.

Education & Experience Requirements: 

• BS or equivalent.
• 3-5 years direct experience providing Direct Supervision  of technical support and Or  RMA for diverse product portfolio in a multi-brand/sales channel environment.