Technical Support Manager

Position Overview:
At Hog Technologies, our team members take pride in being passionate problem-solvers who embody our core values daily. We are dedicated to upholding the "anything, anytime, anywhere" philosophy. Joining Hog Technologies offers a career path that involves learning from industry-leading experts, engaging with impactful technologies, and fostering a drive for innovation. By becoming a part of our team of expert innovators and problem-solvers, you will contribute to delivering world-class solutions for our esteemed customers. Embrace the opportunity to be a part of something greater with Hog Technologies.
The Technical Support Manager (Manager for Heavy Equipment Mechanics) is responsible for leading the Technical Support division in resolving customer issues with equipment, directing field technician/service mechanics for quality testing of equipment, coordinating repairs in the field, and documentation of all issues/resolutions to issues. This position also works together with the Service division to help maintain their fleet of equipment used daily. ***No Recruiter Inquiries please***
Specific responsibilities include:

• Manage Technical Support dashboard, salesforce case information, and Technical Support documentation.
• Oversee and direct field technician/service mechanics on a daily basis for testing of new equipment, repairs of our services fleet as well as customers' trucks and equipment upgrades.
• Effectively manage existing/incoming workload while developing/implementing processes and procedures for future needs.
• Continually work to staff team properly based on need
• Measure all hourly Tech Support Team Members' total regular & overtime hours in CoAdvantage compared to the total hours charged to testing and repair work orders for that month.
• Measure equipment testing work order hours against budget.
• Measure the total work order hours for all completed assemblies against total budgeted hours.

• Produce quarterly reports to identify trending equipment issues and present to the engineering department to proactively mitigate issues.
• Oversee the Logistics Department. This is for Incoming and Outgoing Truck/Skid Systems only

Requirements
Required Education and Experience:

• Minimum of a high school diploma or GED
• Experience handling customer needs requests, meeting quality standards for services, and evaluation of customer satisfaction. With at least two years' experience within a manufacturing environment.
• Must be proficient in use of Microsoft Word/Excel/Outlook; able to type 40 words per minute.
• Experience with an ERP & CRM System; Mas90 & Salesforce preferred
• Must be an energetic self-starter and have a strong sense of urgency; and capable of following tasks through to completion.
• Must possess the ability to work in a fast-paced environment and manage multiple projects.
• Must be fluent in English, ability to speak other languages a plus.

Key Competencies:

• Honest and Trustworthy
• Loyal, reliable, hardworking, and competent
• Creative Thinking
• High degree of Integrity
• Organized and Goal Oriented
• Respectful and Humble
• Committed to meet customers' needs
• Team Player
• Aware of Business Trends
• Positive Work Ethics

Supervisory Responsibility - this position will oversee the work of other Technical Support Staff (traveling Mechanics).
Work Environment - this job operates in a clerical office setting as well as out in the warehouse. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
Position Type/Expected Hours of Work/Travel - this is a full-time position. Days and hours of work are Monday through Friday, 7:30 a.m. to 5 p.m. Occasional evening and weekend work may be required as job duties demand. This position may require travel from time to time.
Additional Eligibility Qualifications - must pass a background check and drug test.
Other Duties - note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
AAP/EEO Statement
Waterblasting, LLC dba/Hog Technologies is an equal opportunity employer; we do not discriminate against any individual with regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation or other protected status.
Benefits
Health Insurance, Vision, Dental, Paid Time Off Holidays, 401K, Voluntary Benefits and a Great Work Environment!