Manager Technical Corrugated Service en undefined

We are seeking a highly skilled and experienced Manager of Technical Corrugated Services to lead our team of technical service professionals. The ideal candidate will be proficient in LMC, SUN, PARA, KOLBUS, LANGSTON, and HYCORR products, both in process and electrically. This role is critical in ensuring the efficient troubleshooting and resolution of issues by remotely connecting and getting online with machines.

RESPONSIBILITIES

• Lead and manage a team of technical service professionals with expertise in LMC, SUN, PARA, KOLBUS, LANGSTON, and HYCORR products.
• Oversee the troubleshooting and resolution of technical issues related to industrial and corrugating machines.
• Ensure the team is proficient in Siemens, AB, and Omron systems.
• Design and implement onboarding plans, training programs, and cross-training initiatives to ensure consistent 24/7 coverage and high case resolution times.
• Collaborate with the Director of Aftermarket to align technical service strategies with overall business goals.
• Monitor and report on team performance, ensuring high standards of service delivery and customer satisfaction.

KEY PERFORMANCE INDICATORS (KPIs)

• Average Case Resolution Time: Ensure that the average case resolution time is within 24 hours.
• First Contact Resolution Rate: Achieve a first contact resolution rate of 85% or higher.
• Customer Satisfaction Score: Maintain a customer satisfaction score of 90% or higher.
• Team Utilization Rate: Ensure that the team utilization rate is consistently above 80%.
• 24/7 Coverage Consistency: Maintain 100% coverage with no gaps in service availability.

QUALIFICATIONS

• Proven experience in leading a technical service team.
• In-depth knowledge of LMC, SUN, PARA, KOLBUS, LANGSTON, and HYCORR products.
• Proficiency in Siemens, AB, and Omron systems.
• Strong troubleshooting skills, particularly with industrial and corrugating machines.
• Excellent leadership and team management abilities.
• Strong communication and interpersonal skills.
• Ability to design and implement effective training and onboarding programs.

BENEFIT SUMMARY

• Health and Wellness: Medical; Dental; Vision.
• Financial Future: 401k Plan with Company Match; Bonus Program (variable annual bonuses based on company performance); Employee Stock Ownership Plan (annual ESOP stock allocations after meeting eligibility criteria).
• Well-being and Support: Wellness Program; Education Assistance; Paid Time Off.
• Safety and Comfort: Safety Shoe and Prescription Safety Glasses Program; Seniority Recognition Program; Employee Assistance Program.