Technical Service Manager Job Description

A Technical Service Manager (TSM) is a person who provides technical support for products offered by a company.

The TSM may be an employee of the company, or could even be an independent contractor.

The TSM performs the following functions: Helps customers understand the features of a product Provides troubleshooting help Trains customers to use a product Explains warranty and product guarantees Answers questions customers have about a product Informs customers about sales and promotions

Job Brief:

We’re looking for Technical Service Manager to join our team and help us continue to provide outstanding service to our customers. The Technical Service Manager will be responsible for overseeing a team of technicians and ensuring that they are providing quality service. The Technical Service Manager will also be responsible for troubleshooting and resolving any technical issues that our customers may have. If you are a motivated individual with excellent customer service skills, then we want you to join our team!

Technical Service Manager Duties:

• Provide general direction to the technical service department
• Assist in developing, implementing, and maintaining quality assurance protocols
• Oversee, develop, and implement standard operating procedures
• Provide guidance and feedback to others to strengthen specific knowledge/skill areas
• Oversee and ensure compliance with all safety procedures and regulations
• Oversee technicians, assistants, and assignments
• Develop training programs for technicians and assistants
• Oversee technicians, assistants, and assignments
• Craft plans and procedures
• Create policies and procedures, ensuring they’re clearly understood and adhered to
• Identify and assess risks and recommend solutions
• Perform cost-benefit analyses and recommend action plans

Technical Service Manager Responsibilities:

• Directs and coordinates activities of Technical Service department, including sales, service, installations, and parts
• Prepares estimates for service, installation, and parts; develops terms and conditions for sales, service, and installations; establishes and maintains costs and profit margin standards for sales and service projects
• Manages service department, including staffing, training, scheduling, and routing
• Assist with technical development of products and services
• Implement and optimize service department processes, technologies, and procedures
• Conduct marketing research and analysis to identify business needs and potential opportunities
• Maintain high level of customer satisfaction, through implementation of root cause analysis and problem resolution
• Meet or exceed assigned sales, service, installation, and parts quotas
• Manage inventory levels
• Meet or exceed budgeted revenue, profit, volume, and service goals, and meet or exceed assigned service metrics

Requirements And Skills:

• Bachelor’s degree in engineering, building science, or related field
• 5+ years experience in a technical service role, with primary focus on HVAC and/or plumbing
• Management experience preferred
• Knowledge of construction methods and building systems
• Knowledge of building code requirements

[Company Name] is proud to be an equal opportunity employer. We believe that diversity and inclusion are key to building a strong and successful team. We encourage applications from people of all backgrounds, races, religions, nationalities, genders and ages. We are also committed to supporting veterans and individuals with disabilities.