Technical Services Manager

  • 23500 64th Ave S, Kent, WA 98032, USA
  • Full-time

Company Description

At Shape Technologies Group (SHAPE) we’re devoted to a single goal: delivering innovative manufacturing process solutions that propel our customers to success. SHAPE is a strategic combination of companies includingFlow International, H20 Jet,  Dynamic Robotic Solutions (DRS), KMT Waterjet,  AquaDyne, Advanced Pressure Systems (APS), Tech-Con Automation, Aquarese, Projet System and TOPS.  Collectively, we provide an extensive portfolio of manufacturing process solutions to customers around the world. The core technology of SHAPE was founded in high pressure waterjet cutting, cleaning, and surface preparation. Today, SHAPE’s offerings span automated assembly, material handling, software, process control, robotic motion systems, ultrahigh-pressure cutting and cleaning, aftermarket parts, and extensive support.

The SHAPE difference can be seen in our people. With industry leading technologists, manufacturing experts, and skilled service professionals, SHAPE team members listen to our customers to anticipate their needs and deliver technical know-how that transforms our customers’ visions into reality.

Spanning 100 countries and a broad array of industries, SHAPE is expanding its reach through a growing number of direct and indirect channels. By partnering with our customers, we become integral to the successful design and manufacture of their next-generation products. We continually scour the globe for new, industry-leading technologies to add to our differentiated portfolio of offerings and grow our customer base. Our vision is to become the preeminent advanced process solutions partner handling the highly engineered products of tomorrow.

We are a team of technology enthusiasts who pride ourselves on constantly raising the industry bar. Our world is fast paced and customer focused. With principles, performance and an authentic passion for results deeply rooted in our daily interactions. We strive to create a trust-based environment where driving results and positive attitudes coexist. We are friendly, respectful, and motivated to deliver strong performance in everything we do.

What it’s Like to Work Here.

We are a team of technology enthusiasts who pride ourselves on constantly raising the industry bar. Our world is fast paced and customer focused. With principles, performance and an authentic passion for results deeply rooted in our daily interactions. We strive to create a trust-based environment where driving results and positive attitudes coexist. We are friendly, respectful, and motivated to deliver strong performance in everything we do.

What We Offer.

In addition to training and career advancement opportunities, we offer competitive salaries and a comprehensive benefits package including medical, dental, vision, 401(k), paid time off, education reimbursement, charitable gift matching and more.

Job Description

General Purpose:

The Technical Service Manager should be a capable leader, with the ability to analyze business performance, chart and execute business development initiatives, and manage the Technical Service operation.    Responsible for managing Technical Services (technical phone support) and all operational metrics to achieve the department’s goals of on-time customer service, customer satisfaction ratings, and service revenue.

 

Major Duties and Responsibilities:

•     Manage Technical Services reporting, developing, evaluating performance, and recruiting to ensure that they effectively contribute to department goals.

•     Develop, in conjunction with Training Department, advanced training curriculum and processes required to improve skill level of direct reports and contribute to overall Customer Loyalty.

•     Develop Technical Services to drive first time fix rate improvements.

•     Ensure customer satisfaction goals are met.

•     Escalate and ensure adequate support and planning of customer issues.

•     Serve as a liaison between Technical Services and appropriate departments within Flow, effectively communicating and ensuring resolution to critical issues.

•     Provide regular services status and indicator reports as required.

•     Conducts performance evaluations for all direct reports.

•     Help build & develop service revenues through partnerships, programs, promotions, and creative selling of unutilized service capacity.

•     Maximize operational efficiencies and financial performance through application of appropriate metrics, policies, & procedures.

 

Qualifications

Knowledge, Skills and Abilities:

•     Process-oriented skills with proven ability to lead and manage others.

•     Strong interpersonal skills to work effectively with others, solicit input, lead and motivate.

•     Comprehensive knowledge of related industry capital equipment components and systems required; preferably waterjet related. 

•     Proven experience managing people with strong mechanical, hydraulic, plumbing, pneumatic, electrical, and electronic skills required.

•     Proven experience managing people who have experience using precision measuring instruments including micrometers, levels, and alignment equipment.

•     Ability to think creatively and innovatively.

•     Strong organizational skills.

•     Ability to analyze complex problems.

•     Strong oral and written communication skills.

Education and/or Training:

•     Minimum 5 years Lead, Supervisory, or Management experience

•     Minimum of 5 years’ experience with conventional or specialty machine tools

Additional Information

No Recruiters Please!

Shape Technologies Group and our companies operate as an equal opportunity employer.  Per regulations, any reasonable accommodations throughout the recruitment, selection and/or assessment process to applicants with disabilities will be provided.  If you require disability related accommodations, please inform Human Resources.  All personal information that is collected will remain private and confidential. 

 We thank all applicants for their interest; however only those selected for an interview will be contacted