After-Sales Product Support And Field Service Manager

Job Description
Basic Function
Lead Technical Product Services team to provide timely and accurate responses to all customer after-sale technical and product service inquiries. Provide sustaining engineering support to all product families. Continuously improve the Technical Product Service organization through implementation of systems and processes focused on enhancing efficiency and customer satisfaction. Communicate with customers and Sales Representatives regarding Technical Product Service offerings, training, policies, and procedures.
Essential Duties &
Responsibilities
Ensure systems and processes are in place for the Technical Product Services team to communicate with customers, service centers, field applications engineers and sales teams for the efficient processing of technical and product inquiries.
Ensure everyone in Technical Services has access to and is trained in the use of the appropriate company proprietary PC based tools (product selectors, product diagnostic, sizing, configuration, pricing, RMA database, QMS applications, etc.) required to perform their jobs.
Ensure that appropriate Technical Services staff have access to and are trained in the use of current business systems and related tools for efficient processing of technical and service- related inquiries.
Ensure Technical Services staff is properly trained on the specifications, performance, and application of Brooks products to support efficient processing of technical and product service-related inquiries and Customer escalations. This includes assisting Application Engineers through development of “White Papers” that highlight troubleshooting tips or successful utilization of Brooks products in the field.
Provide revenue growth via enhanced servicing of current customers and appropriate marketing of the service function to new customers. Additionally, provide revenue growth by assisting with product releases. Examples include participation in spec writing, DVT, test plans, development of global service plans, beta site support, etc.
Ensure Technical Services staff is equipped with appropriate metrology, tools, and procedures to service products in the field.
Support communications between Sales Representatives, Customers, and Technical Services during product start up on significant projects and critical applications.
Assist customers and Sales Representatives with any complaint, using the formal customer complaint process when appropriate.
Provide training to customers, sales representatives, and Brooks employees on installation, service, and support of the Brooks products at the factory and/or by traveling to field locations.
Provide direction to the Global Product Service Managers to continuously improve the systems and processes used to fulfill customer’s product service needs.
Measure and improve Key Performance Measures such as on-site service and training revenue, Customer escalation closure time and customer satisfaction with services.
Provide leadership and/or participate in continuous improvement initiatives and/or special projects to improve customer satisfaction.
Provide technical support and direction to the customer facing representatives in the service and support facilities globally.
Regular attendance and the ability to interact with others in a team environment.
The ability to follow all safety procedures.
Other duties as assigned.