Summary
The Senior Technical Support Manager is responsible for the oversight and management of the technical and customer services-related operations of PCI’s air separation equipment. The individual in this role will identify, design, and implement product improvements based on field product performance and customer feedback of installed and in-production air separation units manufactured by PCI. All responsibilities are performed either directly or through supervised subordinates for improving PCI products and processes including improving and maintaining customer satisfaction. This position is available for a hybrid or remote location consideration and requires performing the following duties:
Essential Duties and Responsibilities include the following. Other duties may be assigned.
- Establishing and maintaining direct customer relationships by providing in depth technical support for troubleshooting, maintaining and optimization of PCI air separation products.
- Oversee and supervise all aspects of the service support team functions, ensuring appropriate staffing coverage support to meet customer’s demands which may include weekends and holidays, daily work schedule, travel schedule, and on-call coverage. Manage and mentor field service technicians for success.
- Manage all customer complaints to ensure timely closure and root cause is identified and documented for proper correction. Responsible for elevating technical support cases as required to the appropriate individual.
- Manage and monitor customer maintenance schedules and parts availability of US-based, PCI-owned field assets. Effectively manage metrics of mean time between repair (MTBR) and mean time between failure (MTBF) requirements of PCI product lines and implements improvements.
- Responsible for overseeing the remote monitoring and data collection/analysis of field products. Interpret, report and improve upon customer uptime percentage.
- Maintain and update all service/technical support processes and procedures for continuous improvement.
- Review and advise on product documentation for technical accuracy, consistency, and customers’ point of view.
- Work closely and communicate with the engineering and manufacturing departments to implement product improvements based on customer feedback, MTBR/MTBF data and service reports.
- Identify, assess, and communicate technical performance and risks of PCI products and services based on field feedback to management and engineering, and initiate and develop improvement projects.
- Liaise with PCI foreign-entities and distributors to develop and document a global approach to tracking customer support issues and management.
Supervisory Responsibilities:
Manage and supervise the following non-exempt employees: Field Service Supervisor and 3-7 field service technicians. Is responsible for the overall direction, coordination, and evaluation of these units. Carries out supervisory responsibilities in accordance with the organization’s policies, practices and procedures, and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Competencies
To perform the job successfully, an individual should demonstrate the following competencies
Decision Maker
Customer Focus
Managing Vision/Purpose
Values and Ethics
Action-Oriented
Delivers Results
Teamwork
Develops People Capability
Technical Skills
Leadership/Mentorship
Organizational Support
Analytical/Problem Solving
Technical Skills
To perform this job effectively, an individual must be knowledgeable in instrumentation and process controls for fluid systems, electromechanical design and process interpretation and maintenance, rotating equipment design concepts and maintenance.
Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
Bachelor’s Degree or college program certificate mechanical/process engineering or 10+ years’ experience and/or training directly related to electromechanical process engineering and controls, instrumentation and rotating equipment technology utilized in the air separation or similar industry. 5+ years of demonstrated supervisory experience.
Language Skills
Ability to read, analyze, and interpret technical literature, drawings, schematics technical procedures, general business periodicals, professional journals, and governmental regulations. Ability to write comprehensive reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Mathematical Skills
Ability to work with mathematical concepts such as probability, statistical inference and algebra. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Reasoning Ability
Ability to solve advanced technical problems and deal with a variety of concrete variables in situations where only limited standardization or information exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Computer Skills
To perform this job successfully, an individual must have extensive experience of MS applications (Outlook, Word and Excel); PLC control logic, Database software; ability to prepare spreadsheets and formatted reports as needed.
Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to walk and reach with hands and arms. The employee is occasionally required to stand. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus.
Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
The noise level in the work environment is usually quiet. While at customer installations or testing equipment, the employee will be subjected to sound levels exceeding 90days intermittently requiring PPE.
Travel
The employee will be required to travel up to 25% of the time both domestically and internationally. The employee must be able to always obtain and maintain a U.S. passport and be able to travel with 24-hour notice.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
PCI is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. PCI is also a federal contractor. Employment may be contingent upon U.S. citizenship or valid “green card” holder status.
requires use of information or access to hardware which is subject to the Internal Traffic in Arms Regulations (ITAR). All applicants must be U.S. persons within the meaning of ITAR. ITAR defines a U.S. person as a U.S. Citizen, U.S. Permanent Resident (i.e., ‘Green Card Holder’), Political Asylee, or Refugee
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