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
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
Hospitality
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