Service and Technical Support Manager
Service and Technical Support Manager
STQ Partners
Boston, MA
See who STQ Partners has hired for this role
STQ Partners provided pay range
This range is provided by STQ Partners. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
STQ are retained by a Global Leader in the Warehouse Automation, Robotics & Material Handling space. The business supplies services and products dedicated to Robotics, Goods to Person Automation, Controls Systems & Software to various industries, including 3PL, Retail, Food & Beverage, Pharmaceutical and E-commerce.
The Role
In this role, you will oversee the Service Management, Client Support & Customer Satisfaction disciplines, driving excellence across multiple service teams. You will be responsible for all support and service operations. Therefore, a successful candidate should have a background in service management & technical support functions.
The ideal candidate should have a background within one, or multiple, dedicated product areas- Robotics, Material Handling Automation, Goods to Person Automation, Controls Systems and/or Software/SaaS products.
This is a management role leading various teams dedicated to service and technical support. If you have previous or current management/leadership experience this is also a desirable skillset.
Essential Functions
- Responsible for all Service and Support Operations within North America
- Responsible for ensuring the region is set with tools and skills to service clients effectively and in line with the wider strategy
- Work closely with Sales Teams, R&D and other departments to ensure Service and Support readiness and provide feedback from the department
- Attend Partner Service Review Meetings
- Ensure Regional and Global KPI’s are tracked and achieved whilst also keeping regular 1-1 meetings with direct reports
- Own and regularly review the strategy for North America
- Lead and Mentor team members, offering growth, development and support
- Responsible for continuous improvement of People, Processes and Technology
- Oversee recruitment and onboarding for new hires within the region
- Accountable for expense control and warranty approval within the region
Requirements
- Educational Background: University or College educated in a relevant discipline/field
- Industry Experience – Prior knowledge of robotics, warehouse automation, goods to person automation, mobile robotics, material handling automation or similar products/market
- 3+ years leadership/management experience – ideally tied to technical support/service function
- Flexible to travel when needed - 25-30% travel annually
Location
Boston MA or surrounding area
-
Seniority level
Mid-Senior level -
Employment type
Full-time -
Job function
Engineering, Customer Service, and Management -
Industries
Automation Machinery Manufacturing, Robotics Engineering, and Engineering Services
Referrals increase your chances of interviewing at STQ Partners by 2x
See who you knowGet notified about new Technical Support Manager jobs in Boston, MA.
Sign in to create job alertSimilar jobs
People also viewed
-
Senior Systems Engineer
Senior Systems Engineer
-
Product Manager Technical
Product Manager Technical
-
Senior Mechanical Engineer
Senior Mechanical Engineer
-
R&D Process Engineer (Technician)
R&D Process Engineer (Technician)
-
Behavioral Health Support Specialist (ESC)
Behavioral Health Support Specialist (ESC)
-
R&D Process Engineer (Technician)
R&D Process Engineer (Technician)
-
Lead, Search & Evaluation – GI
Lead, Search & Evaluation – GI
-
Data Scientist, Pharmaceutical CMC Digitalization
Data Scientist, Pharmaceutical CMC Digitalization
-
Data Scientist, Pharmaceutical CMC Digitalization
Data Scientist, Pharmaceutical CMC Digitalization
Similar Searches
Explore collaborative articles
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
Explore More