At Flow International Corp (Flow), a SHAPE company, we’re devoted to a single goal: delivering innovative manufacturing process solutions that propel our customers to success.  

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

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, life insurance, paid disability insurances, education reimbursement and more.

Wage Information:

 Minimum $36 per hour- wage compensation being reviewed.

General Purpose:

Responsible for supervising Technical Service Engineers, provide technical phone support to customers, and oversee all operational metrics to achieve the department’s goals of on-time customer service, customer satisfaction ratings, and remote service revenue.

Major Duties and Responsibilities:

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

•     Develop and coordinate, in conjunction with Training Department, 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.

• Ensure Technical Services Engineers comprehend and comply with call center objectives, performance standards, and policies.
• Assign and coordinate TSE schedules for regional and national support including Canada.
• Manage PTO requests.
• Identify Critical Customers and escalate Critical Issues
• Identify operational issues and recommend improvements.
• Must be able to travel when necessary.

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 supervising people with strong mechanical, hydraulic, plumbing, pneumatic, electrical, and electronic skills required.

•     Proven experience leading 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.

Supervisory Responsibility:

Yes

Education and/or Training:

•     Minimum 5 years customer or technical service support

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

*     Supervisory, or Management experience a plus

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.