Services Manager - Technical Support Generator/Turbine Controls

Job Description Summary Post Sales support of customer issue. This can include repairs (both returns and field), technical support or a field service or other service request Responsible for departmental operations planning/execution or is focused on execution of professional activities within a technical discipline. Functions with some autonomy but guided by established policies or review of end results. The job allows modification of procedures and practices covering work as long as the end results meet standards of acceptability (quality, volume, timeliness etc.). Job Description Roles and Responsibilities Own the resolution of post-sales technical customer issues. Level 1,2,3 Technical Support – Resolves post sales Technical Issues. As the technical depth required to resolve an issue increases, the “level” of skill set increases. For some products 1 individual may handle levels 1,2 and 3 while for other products these may be separate individuals with increasing skill sets. Utilizes in-depth knowledge of a technical discipline and analytical thinking and technical experience to execute policy/strategy. Has knowledge of best practices and how own area integrates with others; is aware of the competition and the factors that differentiate them in the market Uses some judgment and has some ability to propose different solutions outside of set parameters to address more complicated manufacturing processes with technical variety and/or interdependent production cycles. Uses technical experience and analytical thinking. Uses multiple internal and limited external sources outside of own teams to arrive at decisions. Acts as a resource for colleagues with less experience. May lead small projects with low risks and resource requirements. Explains information; developing skills to bring team members to consensus around topics within field. Conveys performance expectations and may handle sensitive issues. The following will be the main technical areas of focus and competence...