Manager, Technical Services

 

The Manager, Technical Services position is in our Carrollton, TX facility. This is not a remote role.

 

Position Summary: The Manager, Technical Services is responsible for the development and administration of quality technical services. Key functional activities include:

 

• Plans, coordinates, and directs technical support services for customers and distributors and administration of warranty and service policies for 4Front’s Carrollton-based products.
• Includes support to the Industrial Dock Equipment Products Distribution network for troubleshooting, installation, and repair of all company products and training/certification of distributor’s service personnel.
• Serves as lead field liaison to Engineering and Production to obtain expedient corrective action of field failures.
• Prepares Provides oversight of detailed reports and recommendations concerning product performance and failure to reduce warranty claims, service requirements, installation costs, and to increase product reliability.

 

 

1. Description of Essential Job Functions:

1. Plan, coordinate, and direct technical support services for customers and distributors and administration of warranty and service policies.
2. Direct technical and administrative workers engaged in technical activities.
3. Perform engineering reviews of design documentation for compliance with stated requirements, including vendor manuals and company records.
4. Evaluate data, significant issues, and/or developments identified during technical service activities and recommends process improvements.
5. Prepare and present technical and program information and results of technical service activities to Operations and Engineering leadership.
6. Evaluate department training and needs and confer with top management personnel to formulate fiscal budget for technical service department.
7. Analyze reports on results of field trips for installation and service problems on existing products or specific products on field test. Determine reasons for problems, nature of correction, and obligations regarding warranties. Make recommendations for product alterations to reduce warranty costs.
8. Review detailed product field performance reports and notify department leadership on product performance, field activities, and recommendations for improvement. Correspond with customers and distributors on results and recommendations.
9. Direct the development, planning, organizing, and coordination of training programs for distributors’ service personnel.
10. Collaborate with Engineering on the preparation of product manuals and other pertinent literature. Approve technical and operating data and Technical Service Bulletins.
11. Establish effective working relationships with customers, distributors, and their personnel to maintain the reputation of the Company and its products.
12. Become an expert in the operation of 4Front leveler and restraint products and dock systems - electrical, mechanical, and software. Be knowledgeable of all current 4Front products and system application rules.
13. Stay abreast of industry developments germane to the service function performed and products involved.
14. Recommend new products or product developments based on technical developments in industry and information gathered on field trips.

 

1. Supervisory Responsibilities:

• Directly supervises all subordinates and their day-to-day activities within functional areas of Technical Services and Warranty. Carries out supervisory responsibilities in accorda