Teledyne Technologies

Technical Customer Support Manager

Job Locations US-CA-San DIego
Requisition ID
2018-6171
Company Name
Teledyne SeaBotix
Shift
1st Shift - Day
Citizenship/Visa Requirement
US Citizen/Perm Resident/ Other US Person

Company Overview

Teledyne SeaBotix is the world leading manufacturer of the underwater remotely-operated vehicle (ROV), Little Benthic Vehicle (LBV) & Vectored Little Benthic Vehicle (vLBV). The Little Benthic Vehicles, a continuously advancing underwater platform, can perform a multitude of tasks including maritime security, search and recovery, hull and pipeline inspection, hazardous environment intervention, aquaculture, and beyond dive-restriction oceanographic research.

 

Teledyne SeaBotix is an Equal Opportunity/Affirmative Action employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including sexual orientation, gender identity or pregnancy), national origin, disability or protected Veteran status or any other characteristic protected by applicable federal, state, or local law.  Local candidates are highly desired for this position.

 

If you need assistance or an accommodation while seeking employment, please email teledynerecruitment@teledyne.com or call (805) 373-4545. Determinations on requests for reasonable accommodation will be made on a case-by-case basis. Please note that only those inquiries concerning a request for reasonable accommodation will receive a response.

 

Teledyne SeaBotix will require proof of work authorization. Any offer of employment is conditioned upon the successful completion of a background investigation and drug screen.

Position Summary and Responsibilities

Summary

 

Responsible for overseeing employees in the after-market repair center, making sure day to day operations run smoothly, and ensuring that customer repairs are routed and handled effectively. Will develop and implement activities in the repair center to meet goals, quality and cost objectives. Selects, develops and leads personnel to ensure the efficient operation of the repair center function and develops schedules and manpower requirements for assigned areas. The Technical Customer Support Manager will resolve employee issues, handle customer complaints, deal with technical issues, and work in a fast-paced environment. The end goal is to ensure that external and internal customers are served with the highest level of customer service, and that the company is represented in the best way possible.

 

 

Responsibilities

  • Act as single point of contact for customers. Resolve complaints and answer customers’ technical questions.
  • Plan, organize, direct, manage, and evaluate the customer service activities and budget of the department.
  • Develop, implement and/or manage the organizations customer service policies, procedures, standards, and strategies.
  • Ensure all customer service activities support and strengthen the strategic objectives of the organization.
  • Confer with management and staff coordinating customer service activities.
  • Develop and measure key performance indicators to determine and improve the effectiveness of all customer service activities.
  • Prepare  reports and statistics for upper management.
  • Maintain current technical skills and apply new knowledge to management tasks for the improvement of customer service activities.
  • Maintain product knowledge.
  • Analyze customer service related information and evaluate the results to choose the best resolutions and alternatives to challenges, and to identify opportunities to improve customer service.
  • Provide personnel with guidance in handling difficult or complex issues or problems so they can be resolved effectively and efficiently. Provide guidance on how to escalate complaints/disputes within the organization.
  • Interview, select, coach, train, instruct, manage and appraise the performance of associated customer service personnel.
  • Develop and maintain constructive and cooperative working relationships with all organization personnel.
  • Collaborate and communicate knowledge (i.e. market information, customer insights, trends, etc.) across the business.
  • Communicate information to upper management using appropriate communication methods.
  • Identify opportunities to add value beyond problem resolution to relevant business areas (i.e. Sales, Marketing, Production, Engineering, etc.).
  • Perform and/or direct day to day administrative tasks including processing quotes and upgrades.
  • Manage projects (i.e. complaint resolution processes, customer service applications, etc.)
  • Daily availability to include evenings and weekends when necessary to reach goals and deadlines.
  • Perform other duties as assigned.

 

Qualifications

Education and/or Experience

 

Bachelor’s degree (B.S) from a four year college or university in related field required and 4-5 years relevant experience and/or training; or Associate degree in a related field and 6-7 years of relevant experience and/or training.

          

Skills and Abilities

  • Electronics troubleshooting and repair experience.
  • Must have prior supervisory experience.
  • Working knowledge of Lean Manufacturing.
  • Previous ERP and CRM systems experience is desirable.
  • Proficient in Microsoft Office, in particular Word, Excel and Outlook.
  • Ability to apply common sense understanding, sound judgement and problem solving to any given situation.
  • Clear Written and Verbal communication along with the ability to listen and clarify information.
  • Ability to lead and motivate others and work as part of a team.
  • Observe all safety and security procedures.
  • Work well under pressure and be adaptable to changes in the workplace.
  • Promote Quality and follow the Teledyne Global Code of Business Ethics.

Physical Requirements

  • Requires frequent sitting and repetitive movements of the wrist, hands and/or fingers.
  • Occasional standing, walking, twisting & bending at the neck/waist, stooping or kneeling, pushing/pulling.
  • Occasional lifting up to 50 lbs.
  • Requires clear vision and ability to identify and distinguish colors.
  • Ability to reach below and above shoulder level.

Other Requirements

  • Candidate must possess U.S. citizenship or be a "U.S. Person". (A U.S. Person is defined as a person who is a lawful permanent resident “Green Card holder” as defined by 8 U.S.C. 1101 (a)(20) or who is a ”Protected Individual” as defined by 8 U.S.C. 1324b(a)(3).)

 

Teledyne SeaBotix will require proof of work authorization. Any offer of employment is conditioned upon the successful completion of a background investigation and drug screen.

 

Requisition Post Information* : Posted Date

2/1/2018

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