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Customer Support Manager

Date: Feb 17, 2019

Location: Fort Collins, CO, US, 80525

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Wolf Robotics, a subsidiary of Lincoln Electric, has had over 8,400 installations, our team of automation professionals has implemented solutions for the toughest metal working projects around. We foster an environment that encourages our group of bright, talented, and skilled employees to design and develop new products. 

 

Position Summary: The Customer Support Supervisor is responsible for the supervision and direction of all requests for service assistance, requests for repairs and or technical support activities within the Service Department.  The Customer Service Supervisor is responsible for providing the Operations Manager with the status of requests for repairs and service assistance. The person in this position must have extensive knowledge of Wolf Robotics products and robotics and be able to troubleshoot problems over the phone. Must be a team leader and have the capability to encourage and develop subordinates’ skills and abilities.

 

This position has contact with a variety of people and personalities.  The major focus of this position is to direct the Service Department and provide information to the Operations Manager. Close relationships between the employees of Service, Engineering and Production areas must be developed and maintained.

 

The major challenges to this position are coordinating the objectives of the Service Department with the conflicting demands of customers, staff and vendors; maintaining high staff morale and identifying, reporting, and resolving internal problems. This position also protects the best interests of Wolf Robotics when dealing with outside individuals and organizations.

 

Within this department, this person has the authority to recommend hiring, disciplining and terminating employees; counsel employees; purchase equipment and services as approved by the Operations Manager; recommend service strategies to the Operations Manager; assist in developing policies and procedures.

 

This position may not purchase equipment not authorized by the Operations Manager; sign contracts or make major policy changes.

 

Qualifications required:

  • Associates’ Degree in electronics, welding or mechanical engineering technology with an electronics background or equivalent experience required
  • Minimum 4 years’ experience required in robotic automation integration, systems build, field service or robotic arc welding.
  • Excellent technical and troubleshooting skills under pressure
  • Computer literacy required in MS Office applications
  • Good communication, leadership and organizational skills required
  • Demonstrate a willingness to adapt to a leadership role with a philosophy consistent with management and project a positive attitude toward members and the position held
  • Must be able to work flexible hours as needed; travel may be unplanned and immediate.

 

Qualifications desired:

  • Previous experience with GMAW strongly desired. 
  • Previous supervisory experience strongly desired

 

Essential functions and responsibilities:

  • Develop and maintain the service schedule; perform emergency service calls
  • Investigate and resolve technical questions and problems.  Make follow up calls as necessary
  • Develop and sell “service” to meet revenue goals
  • Develop and implement customer training programs both in-house and field
  • Develop, implement and maintain database for service visits and parts returned
  • Develop service policies and procedures
  • Provide additional coverage for incoming technical phone support hotline calls
  • Train new Field Service Technicians
  • Assist Engineering in software evaluation
  • Perform normal supervisory/managerial functions in accordance with established company policies and procedures.  Directs, motivates and develops subordinates to improve performance and capabilities. 
  • Excellent communications skills, both written and verbal; demonstrate leadership ability and should relate well to others.
  • Conduct written performance evaluations of assigned employees using proper evaluation and documentation methods that result in goal setting for and with the assigned employee.
  • Prepare for and attend regular company meetings and management meetings.
  • Organizing and maintaining lab robot systems

 

Nonessential functions and responsibilities

  • Other duties, responsibilities and special projects as assigned by the Operations Manager.

 

Success factors/job competencies:

  • Retain and grow customers
  • Coordinate activities in line with strategy to meet revenue and financial targets.
  • Prepare, coordinate and oversee the service component of the production plan for Wolf Robotics for both the short and long term objectives of the organization.
  • Develop, retain and motivate a competent, professional staff capable of meeting established goals in a timely and efficient manner.
  • Utilize problem identification and resolution systems.
  • Keep the Operations Manager and other senior management staff informed through timely utilization of verbal and written reports.
  • Represents Wolf Robotics at public relations activities and other external functions.
  • Regular and predictable attendance is an essential function of this job.

 

Physical demands and work environment: The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Physical demands: Work is usually a mix of sedentary and walking.  Use of the telephone is extensive. In the office there is minimal reaching, bending and lifting in relationship to documents and stored records. When at a customer facility, there will be lifting, reaching, bending, dragging, pulling and carrying of parts and equipment.  This individual may have to walk long distances to reach the equipment within the customer’s facility.
  • Work environment: This individual may have to sit for long periods of time. The noise level is usually moderate. Traveling may be unplanned and immediate; hours may be irregular.

 

Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, protected veteran status or disability.

 

Lincoln Electric is a $2.5B publicly traded company (NASDAQ) with over 10,000 employees around the world. With operations in over 40 manufacturing locations in 19 countries, we are well positioned to continue this partnership and poised to grow with our customers.  As a part of that continuing legacy, you will contribute to a new generation of innovation and experience the pride that comes with being part of the solution to the world’s challenges.  It is a great time to be part of the welding industry!

 

Lincoln Electric does not accept unsolicited resumes from third-party recruiters.  Resumes submitted to any employee(s) of Lincoln Electric without a signed vendor agreement, by the Manager of Recruiting & Training, will become property of Lincoln Electric.  Verbal or written commitments from any other member of Lincoln Electric will not be considered binding terms.  Lincoln Electric will not pay a fee to any third-party recruiter that has not coordinated their recruiting activity through the Recruiting Department.

 

Employment Status: Salary Full-Time 
Function: Customer Experience 
Section:  Lincoln Cleveland (US10) 

 

EOE


Nearest Major Market: Fort Collins
Nearest Secondary Market: Loveland

Job Segment: Engineer, Welding, Database, MIG Welding, Mechanical Engineer, Engineering, Manufacturing, Technology

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