Job Description

KEY RESPONSIBILITIES:

General

Responsible for all phases of special project support including planning, project tracking, execution and status reports.  Functions can include; review of service history reports and technical data to identify, develop and support implementation of solutions.

Responsible for technician and E&S employee surveys (Survey Monkey) used for training knowledge, E&S meetings feedback and customer satisfaction surveys.

Responsible for developing and authoring Service Bulletins to communicate technical and process improvements to the Field service network.  Responsible for managing the Equipment & Service document library that includes E&S policy and procedure documents, OEM technical manual information, technical service updates/part number changes and third-party service performance reporting.

Responsible for updating OEM service/parts manuals and OEM Technical Service Bulletin maintenance. Responsible for distributing OEM supplied technical service bulletins to trained field technicians when received.

Works with R&D and Service Training to develop and distribute training materials, equipment manuals and technical information on new equipment rollouts.

Investigate suspect components in office and shop and work with R&D and training personnel when needed. 

Generates and distributes Service Bulletins to the field when needed to guide technicians (JMS, TP, Self-servicing distributor tech’s) on suggested service actions to remediate equipment or component issues found during these investigations. Assisting and developing training.

Lead E&S rollouts of new equipment.

Liaison to marketing department.

Identifying training needs in Field E&S equipment.

Quality Assurance

Responsible for partnering up with the Refurbishment Centers to develop, implement and manage quality assurance processes to ensure new and refurbished equipment meets or exceeds quality standards.

Responsible for working with the Refurbishment facilities to review any quality or service issues to identify continuous improvement solutions.

Conduct QA audits to support consistent delivery of finished goods.

Training Support

Responsible for developing training programs and materials. Implementing new equipment rollouts, national account rollouts

Responsible for developing virtual training transition initiative and support the training development enhancements with the JMS trainers.

Responsible for Train-the-Trainer sessions with Third Party Trainers to support servicing of our customers.

Monitor and evaluate the training program’s effectiveness and utilization of training resources. Provide best-in-class-training within our industry.  Supports JMS internal and external service partners and self-serve distributors.

Responsible for scheduling and coordination of training events. Manages travel and training budget.

Employee Development

 Develop, coach and mentor employees positioning employees for success

 Process driven management leverage fact-based metrics and holding employees and team accountable for results.

SELECTION CRITERIA

Education

Bachelor’s degree in Engineering, Fluid Dynamics, or Electronics OR advanced experience working on electro-mechanical systems is required

Experience

Minimum of 3-5 year of experience in a Engineering technical support environment is required

Working knowledge of basic electronics and plumbing (fluid dynamics) principles is required

Experience in all phases of Project Management is preferred

Excellent analytical and problem-solving skills

Strong customer service, follow up and communication skills

Intermediate computer skills

Ability to work with and edit technical documents

Strong time management skills.

Ability to work semi-independently

Experience with R&D and training preferred

Management experience in telephone technical help desk / technical support environment is preferred