Our business is built by a diverse team of engineers, sales teams, marketers, administrators, designers, assemblers, chemists, web developers, accountants, analysts, programmers and many more. Globally we are united by our shared values that drive our culture. We want to be an employer where you make our difference.
The purpose of the Technical Support Manager is to manage the aftersales department in supporting customers regarding Aftersales Technical Support of products and the process of Returns and/or Repair of those products as needed.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Provide mentoring, leadership, and organization to staff.
Create and implement department policies, objectives, and processes to maximize efficiency and exceed customer expectations regarding quality and service.
Establish, measure, and monitor department metrics (KPIs). Implement root cause corrective actions to improve KPIs which do not meet requirements.
Collaborate with internal staff and supply factories to resolve technical customer issues as required. Make recommendations for changes to product design and/or product service processes as applicable.
Properly assess resources and hire as required to meet these needs.
Ensure department technical personnel are trained to perform the following functions:
Analyze the customer application, the reported problem, and how the Watson-Marlow product is integrated. Investigate reported problems accordingly from an Engineering perspective to fully understand and resolve the issue in a timely manner.
Trouble shoot and correct issues identified until an agreeable solution is found or suggest an alternative solution if applicable. Use electrical/electronic and mechanical aptitude to confirm correct final installation, control, and operation of Watson-Marlow products.
Communicate accurately and professionally by phone and email, allowing the recipient to understand and carry out given advice and instructions.
Self-manage time and workload, keeping accurate records as required.
Ensure the Returns and Repair Departments assess the need to have the product returned and upon receipt by processing the repair or return in a timely manner.
Bachelors’ degree required (or applicable experience)
5+ years of Customer Service or Technical Management experience with proven customer service skills
Working knowledge of ERP systems (MS Dynamics AX preferred)
Experience in the material returns process in a manufacturing environment
Ability to work as part of a local team and communicate remotely using video and phone
Team oriented, well organized, and detail oriented.
Proficient in Windows applications and Microsoft Office programs such as MS Word, Outlook, PowerPoint and MS Teams.
Excellence in MS Excel required.
Knowledge of Watson-Marlow products preferred
As a growing and ambitious organisation with a presence in over 60 global locations and across multiple markets, we can offer you the working environment and support needed to be successful. We are committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief.
What’s in it for me?
We offer a range of attractive staff benefits including accessible employee forums, comprehensive pension packages, flexible working arrangements, private medical healthcare for all employees and inclusive employment practices.
About Watson-Marlow
Every day, we help companies across the globe to be more efficient and sustainable.
Watson-Marlow Fluid Technology Group (WMFTG) is the world leader in niche peristaltic pumps and associated fluid path technologies. Comprising ten established brands, each with their area of expertise, but together offering our customers unrivalled solutions for their pumping and fluid transfer applications. Together with our colleagues across Spirax-Sarco Engineering plc, we are proud to be a FTSE 100 company.
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