Technical Services Manager

Technical Service Manager

Position Summary:

• Technical Service Manager is responsible for overseeing technical service and customer support operations. This role ensures efficient coordination of service activities, supports field service teams, and maintains a high level of customer satisfaction . The position requires industry knowledge, strong technical understanding, and experience with service tracking systems and standard office tools to manage service requests and monitor service performance.
• The role also requires someone who is well versed in specifications, dispatching, service management, and warranties.
• The Technical Service Manager also plays a key role in managing customer service operations, and supporting continuous improvement initiatives. Communication with customers, technicians, and internal teams.

Key Responsibilities:

Service Operations:

• Receiving and managing service requests end-to-end.
• Manage and process warranty claims
• Managing cost of service and improving service performance KPIs.
• Developing repair methods and required parts lists.
• Processing chargeable dealer orders and pricing service parts when required.

Technical Diagnosis:

• Communicating with dealers to determine required service and warranty coverage.
• Identifying potential manufacturing defects based on service request details.
• Consulting with Production/QC to diagnose complex issues and determine repair methods.

Reporting & Improvement:

• Reviewing service requests and performance with General Manager and CEO.
• Providing feedback to Production/QC on repetitive or significant quality issues.
• Reporting on KPIs, developing improvement action plans, and revising or creating new KPIs as needed.

Production & QC:

• Addressing technical questions and diagnosing complex cases.
• Providing information on significant and repetitive product issues for Production to address.
• Ensuring parts are ready on time; reviewing and setting parts lead times and processes to maintain high service parts quality.
• Following up to ensure chargeable parts are invoiced correctly
• Reviewing purchased parts defects and developing plans to improve quality or replace suppliers.

Education & Experience:

• Postgraduate education in a relevant field.
• Minimum of 5 years of after-sales service and warranty experience within the windows manufacturing industry.
• Experience: 5-7+ years of customer service management or field service leadership, specifically within the building materials or construction manufacturing industries.
• Technical Knowledge : Strong understanding of window and entry door assemblies
• Warranty Familiarity: Direct experience interpreting and enforcing multi-tier warranty guidelines (e.g., parts-only coverage, limited lifetime guarantees).
• Software Competency : Proficiency in CRM systems, ERP platforms, ticketing systems (e.g., Salesforce, Zendesk), and Microsoft Office Suite.
• Lead, train, and mentor the customer support team, technical service reps, and field service technicians.