After Sales Technical Support Manager
Armstrong Fluid Technology - North Tonawanda, NY
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Manager, After Sales Technical Support (Americas)Join Armstrong as a pivotal leader in our After Sales Technical Support team, driving excellence across warranty management, technical support workflows, and customer satisfaction in the Americas. This is an onsite position in the North Tonawanda, NY office. The pay range of this position is $90,000-95,000.Key Responsibilities:Warranty and Technical Support Leadership:Own and optimize warranty and technical support workflows, ensuring swift L1/L2 issue resolution.Collaborate globally on service module implementation to enhance operational efficiency.Maintain robust staffing, training, and resource allocation for prompt 24-hour customer response.Foster alignment with Engineering, Quality Control, and Operations to streamline processes and elevate service standards.Partner with Sales to enhance customer satisfaction and mitigate financial impacts through proactive service strategies.Customer Satisfaction and Team Leadership:Monitor and enhance customer satisfaction metrics (Customer 360 initiative KPIs) with proactive resolution strategies.Cultivate a dynamic team environment that champions high-quality, customer-directed service and support.Establish clear KPIs and transparent performance management frameworks for continuous improvement.Training and Development:Develop comprehensive service training materials and conduct sessions for internal teams, partners, engineers, and end-users.Support new product launches through active involvement in Stage Gate offer development processes.Experience and Qualifications:Minimum 10 years of experience in managing After Sales Support operations, preferably in a global context.Bachelor's degree preferred.Proven track record in leading cross-functional teams and driving impactful change.Strong technical proficiency in HVAC products and systems; familiarity with Asset Management Systems is advantageous.Ability to interpret construction drawings and schematics, and effectively communicate technical information to diverse audiences.Why Join Us: At Armstrong, you'll be at the forefront of innovation in HVAC technology, shaping customer experiences and driving operational excellence across the Americas. We offer a collaborative work environment, opportunities for professional growth, and a commitment to delivering industry-leading service and support.If you're ready to make an impact in After Sales Technical Support and drive customer satisfaction to new heights, we invite you to apply and join our dynamic team.
Created: 2024-09-19