Equipment Support Manager

Alpine is seeking an Equipment Support Manager to join our team. The Equipment Support Manager is responsible for managing the Field Service and Phone Support teams, scheduling equipment installs and service visits, and traveling to support customers. The Equipment Support Manager will partner with customers, the sales and engineering teams to help create best-in-class installation and product operation experience.

Primary Responsibilities:

• Lead Equipment Support teams to provide timely and accurate responses to all customers after-sale technical and product service inquiries
• Ensure systems and processes are in place to communicate with customers, and sales teams for the efficient resolution of customer concerns
• Manages all aspects of the team, including hiring, performance evaluations, and development plans
• Apply ITW Toolbox to improve the Equipment Support organization through implementation of systems and processes focused on enhancing efficiency, customer satisfaction, and revenue growth
• Continuously improve the Equipment Support organization through implementation of systems and processes focused on enhancing efficiency and customer satisfaction
• Ensure the Equipment Support staff is properly trained on the business systems, and the specifications, performance, and application of Alpine’s products to support efficient processing of product service-related inquiries and customer escalations
• Collaborate with Sales and Marketing department to create and execute service as well as support our customers through service excellence and trusted advisor approach
• Support communications between Sales Representatives, Customers, and Equipment Support during product start up on significant projects and critical applications
• Provide training to customers, and Alpine employees on installation, service, and support of the Alpine products at the factory and/or by traveling to customer locations
• Create and promote a strong safety culture with the Equipment Support team members
• Position requires approximately 40% travel
• Other duties as assigned

Requirements

• Bachelors Degree in Engineering, Business Administration or equivalent experience
• 5+ years of management experience
• 5+ years of experience working with automated industrial equipment
• 5+ years of experience with: mechanical, electrical, electronic, computer, motion control systems, firmware, software, and related components and systems preferred
• Strong interpersonal and communication skills required
• Proficient with various software packages (Word, Excel, Powerpoint, Smartsheet)
• Proficient in project management and associated skills
• Possess/maintain valid driver’s license and maintain a clear Motor Vehicle Report (MVR)
• Travel required (40% domestic and some international), including weekends, as necessary
• Must be able to obtain the appropriate visa/work documentation to enable travel to customer’s location to perform work as necessary and wherever assigned worldwide