Technical Services Manager

Technical Service Manager

Position Summary:

• Technical Service Manager is responsible for overseeing technical service and customer support operations. This role ensures efficient coordination of service activities, supports field service teams, and maintains a high level of customer satisfaction. The position requires industry knowledge, strong technical understanding, and experience with service tracking systems and standard office tools to manage service requests and monitor service performance.
• The role also requires someone who is well versed in specifications, dispatching, service management, and warranties.
• The Technical Service Manager also plays a key role in managing customer service operations, and supporting continuous improvement initiatives. Communication with customers, technicians, and internal teams.

Key Responsibilities:

Service Operations:

• Receiving and managing service requests end-to-end.
• Manage and process warranty claims
• Managing cost of service and improving service performance KPIs.
• Developing repair methods and required parts lists.
• Processing chargeable dealer orders and pricing service parts when required.

Technical Diagnosis:

• Communicating with dealers to determine required service and warranty coverage.
• Identifying potential manufacturing defects based on service request details.
• Consulting with Production/QC to diagnose complex issues and determine repair methods.

Reporting & Improvement:

• Reviewing service requests and performance with General Manager and CEO.
• Providing feedback to Production/QC on repetitive or significant quality issues.
• Reporting on KPIs, developing improvement action plans, and revising or creating new KPIs as needed.

Production & QC:

• Addressing technical questions and diagnosing complex cases.
• Providing information on significant and repetitive product issues for Production to address.
• Ensuring parts are ready on time; reviewing and setting parts lead times and processes to maintain high service parts quality.
• Following up to ensure chargeable parts are invoiced correctly
• Reviewing purchased parts defects and developing plans to improve quality or replace suppliers.

Education & Experience:

• Postgraduate education in a relevant field.
• Minimum of 5 years of after-sales service and warranty experience within the windows manufacturing industry.
• Experience: 5-7+ years of customer service management or field service leadership, specifically within the building materials or construction manufacturing industries.
• Technical Knowledge: Strong understanding of window and entry door assemblies
• Warranty Familiarity: Direct experience interpreting and enforcing multi-tier warranty guidelines (e.g., parts-only coverage, limited lifetime guarantees).
• Software Competency: Proficiency in CRM systems, ERP platforms, ticketing systems (e.g., Salesforce, Zendesk), and Microsoft Office Suite.
• Lead, train, and mentor the customer support team, technical service reps, and field service technicians.