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Field Service Manager/technical Service Manager
3 weeks ago
Known as America’s #1 Selling Ice Machine, Manitowoc Ice, a division of Pentair, Inc., designs and manufactures a complete range of cube, flake, and nugget ice machines, ice storage bins, and ice dispensers with 200+ models in ice-making capacities from 65 to 3,000 pounds per day. Products can be found in hospitals, schools, hotels, restaurants, and convention centers all over the world.
As Field Service Manager (Technical Service Manager), this person will be responsible for field-based technical support for our existing and new clients in our Ice business including: claims analysis, diagnostic assistance, technical training, customer operational training, key account support, escalation resolution and roll-outs/market tests in the region.
**Essential Duties and Responsibilities**:
1. Respond in a timely manner to technical inquiries from service agents, sales and customers. Extensive regional travel to:
- support customer/product issues in the field.
- provide technical assistance in the field
- support and execute key customer roll-out plans and/or market tests
- train and support service agents on current and new product/equipment.
2. Work closely with Technical Service Representatives, Sales Departments, the Customer Service Manager to ensure prompt and efficient handling of escalated service and key customer issues.
3. Participate in cross functional meetings such as new product introductions’ quality issues resolutions and others as assigned.
4. Identify, monitor and report major field quality/service issues, log data and report out to engineering, quality and product management.
5. Identify, develop and format literature and training curriculum content.
**Requirements**:
- Minimum 10 years in regional (SEA, North Asia, ANZ and India) aftermarket experience in supporting sales team, distributors and key account (QSR) end-users.
- Experience in beverage, foodservice or HVAC/commercial refrigeration and electrical technical service
- Knowledge regarding commercial refrigeration tools and their use
- Refrigerant handling certification is a plus.
- Good Data analysis, time management,
- Strong written and verbal communication skills
- Strong interpersonal skills with high level of integrity
- High degree of tact, diplomacy, problem solving skills and enterprise thinking process
- 50% or more travel is expected and able to travel at short notice and work independently
