Technical Services Leader

As a Technical Services Leader, your mission is to to coordinate and guide the technical service group to ensure that all customer and field inquiries related to our fleet of machines are handled with expertise, urgency, and professionalism. You will serve as the central point for organizing and prioritizing technical service tickets, providing direction to the team, and ensuring consistent, high quality support. You will foster a collaborative environment where customer focus, technical competency, and continuous improvement are core values. In this capacity, you will facilitate communication across relevant departments to drive efficient resolution of field issues. Additionally, you will support cost effective management and tracking of warranty matters to protect company resources and enhance customer satisfaction.. You will report to the Field Operations Manager.

You will

• Provide direction to the technical support team to resolve technical issues for internal and external customers
• Drive the closure of field related tickets and activities ensuring complete customer and customer center hangover
• Facilitate post aftermarket service meetings to review lessons learned with internal departments
• Manage technical ticket submission from internal CRM inquiries
• Participate in the analysis and resolution of warrant and back charge claims (travel required)
• Provide support to the field service team regarding deployment of field personnel
• Generate and participate in CARS/PARS initiatives

We encourage you to apply even if you don't meet every single requirement. We value diverse experiences and perspectives and are excited to see what you bring to the role.

You have experience, working in a technical role providng world class customer service.

• You have strong verbal and written communicaiton skills.
• You are highly motivated with a can-do attitude.
• You have the ability to efficiently and effectively manage multiple projects at the same time.

• Culture of trust and accountability: We empower our people to take ownership, make decisions, and grow through meaningful work.
• Lifelong learning and career growth: Expand your expertise in a technically advanced, fast-paced environment.
• Innovation powered by people: Join a team where your ideas matter and your contributions drive real impact.
• Comprehensive compensation and benefits: Enjoy competitive compensation, generous paid time off (vacation, personal, and sick days), a 401(k) with up to 6% company match, and flexible working hours to support work-life balance. Base salary ranges from $83,720 to $125,580 annually, commensurate with experience and qualifications.

Hybrid
This role offers a hybrid working arrangement, allowing you to split your time between working remotely and being on-site at our manufacturing facility in Voorheesville, United States (US).#LI-Hybrid

Talent Acquisition Team: Cassandra Quinn