Technical Support Manager

Description

Who we are:

Aerzen USA Corp. is an international manufacturer of positive displacement blowers, hybrid blowers, screw compressors and turbo blowers. These high-quality machines are used for air and gas applications across many essential industries, including: Wastewater, Cement, Biogas, Pharmaceutical and Food, among many others. We are One Team, and we Empower our team members to be both Inquisitive and Evolutionary. 

What we offer:

Aerzen USA Corp. offers a competitive salary; generous health benefits (to include 96% company-paid benefit plans) with company HSA contribution; a 401(k) with company match; a tuition reimbursement program; and a profit share bonus package; along with the opportunity to work with a dynamic group of professionals. 

What you will do: 

The Technical Support Manager leads a team of Product Support Engineers, managing daily operations to support regional sales and service teams. Responsibilities include handling product support queries, processing warranty claims, and managing administrative tasks. This role is key to ensuring customer satisfaction through effective issue resolution and exceptional service. Success requires excellent communication, strong problem-solving skills, a root-cause-focused approach, and the ability to prioritize multiple tasks.

Leadership

• Manage a team of Product Support Engineers providing remote and on-site technical support for regional service teams.
• Ensure timely, effective support to regional teams and maintain high standards of service and professionalism.
• Foster ownership and engagement within the team throughout all processes.

Customer Service

• Act as the primary contact for technical support inquiries and challenges from regional teams, responding promptly and professionally.
• Perform administrative functions to support and enhance customer satisfaction.

Documentation and Record Keeping

• Maintain accurate, up-to-date records of technical support requests in Salesforce, including customer details, issue resolutions, and outcomes.
• Track department tooling, calibrations, and compliance with standards.
• Utilize Salesforce to document interactions and forward relevant information to ensure timely support for regional service managers.
• Generate reports and summaries to track performance metrics and drive continuous improvement.

Warranty Claim Processing 

• Review and verify warranty claims based on company policies, resolving issues in coordination with internal departments, suppliers, and customers.
• Provide engineering advice and warranty support for time-critical projects, ensuring customer

needs are met through a structured, trackable process.

• Act as the primary contact for Aerzen USA’s warranty claims with suppliers, coordinating claims to final resolution and maintaining accurate warranty accounts.
• Identify potential warranty fraud or abuse and escalate for investigation.
• Stay current on warranty policies and ensure compliance.

Collaborative Coordination

• Work closely with cross-functional teams, including sales, production, supply chain, engineering, quality, and project management to ensure smooth technical support processes.
• Communicate with internal stakeholders to gather necessary information or escalate critical issues.

Expediting

• Expedite parts, field support, technical needs, and project-related action items to support regional teams.

Continuous Improvement

• Evaluate and enhance warranty processes for efficiency and customer satisfaction.
• Coordinate with engineering, suppliers, and product managers to address repetitive or premature failures and other maintenance issues using a root-cause approach.
• Provide data-centered feedback to the quality team to drive continuous improvement and lower cost of poor quality (COPQ).

Technical Acumen

• Understand rotating equipment, including positive displacement and centrifugal blower technologies
• Support part number identification for internal and external customers.
• Review technical documents (specifications, drawings, testing procedures, etc.) to support job functions.

Safety

• Ensure compliance with safety standards and regulations. Provide recommendations to increase Aerzen employee safety

Travel

• As required, to customer and Aerzen facilities to support key opportunities.