What are the responsibilities and job description for the TECHNICAL SERVICES MANAGER position at ST Engineering Aethon, Inc.?
ST Engineering Aethon, Inc is a forward-thinking robotics company dedicated to revolutionizing the health care and hospitality industries through cutting-edge innovations. Specializing in advanced robotics and AI solutions, Aethon Inc designs and develops state-of-the-art autonomous mobile robots that optimize efficiency, enhance productivity, and redefine the way businesses operate in today's rapidly evolving technological landscape.
POSITION SUMMARY (Purpose of Job)
The Technical Service Manager will oversee the technical support team, including 24/7/365 Help Desk support and Level 2 Product Support, ensuring the delivery of high-quality service to our clients. This role involves managing service operations, troubleshooting technical issues, and implementing strategies to improve service efficiency and customer satisfaction. This position will report to the VP of Operations.
Key Responsibilities:
- Team Leadership: Lead, mentor, and manage the technical support team to ensure optimal performance and professional growth.
- Service Management: Oversee daily help desk and service operations, ensuring timely and effective resolution of technical issues and requests.
- Customer Support: Serve as the escalation point for complex technical issues, providing expert guidance and solutions.
- Process Improvement: Identify and implement improvements to service delivery and operational efficiency to enhance service quality.
- Technical Expertise: Maintain up-to-date knowledge of company systems, software, and hardware to effectively support the team and users.
- Reporting: Generate regular reports on service performance, customer feedback, and team metrics.
- Collaboration: Work closely with other departments to ensure seamless service integration and support.
- Schedule Management: Develop and manage the help desk team’s schedules to ensure adequate coverage and timely response to user requests. Coordinate shifts, manage time-off requests, and ensure balanced workloads.
Qualifications:
- 5 years of leadership experience
- Proven experience in technical service management or a similar role.
- Strong leadership and team management skills.
- Excellent problem-solving and analytical abilities.
- Exceptional communication and interpersonal skills.
- Proficiency in [specific software/tools relevant to the role].
- Ability to work in a fast-paced, dynamic environment.
Education / Training
- Bachelor of Science in Computer Science, Engineering, Industrial Technology, or related field or Associates Degree with Aethon product experience
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Aethon endeavors to make our Careers page accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us via email at careers@aethon.com or call 412-322-2975 – ext. 160