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Founded by Veterans in Hampton Roads

Company Name:
InterMetro Industries
Approximate Salary:
65000.00 Per Year
Wilkes-Barre , Pennsylvania
United States
Position type:
Full Time
Experience level:
5 - 8 years
Education level:
Bachelor's Degree
651 North Washington Street
Wilkes Barre
Sharon Strunk

Technical Service Manager (685)

InterMetro Industries is seeking a Technical Service Manager for our Corporate HQ located in Wilkes-Barre, PA. We are looking for an individual that is passionate about resolving customer issues with a sense of urgency and open communication resulting in total problem resolution. This is highly visible role within the organization. This position manages and establishes contracts with external technical/field service agencies throughout North America while providing technical/product support materials and evaluating agency performance levels. This position will also implement strategies to improve customer satisfaction ensuring that customers needs are addressed quickly and efficiently. This position works within a team environment, establishing strong relationships and collaboration across departments and with third party vendors to implement total customer solutions.

Primary Responsibilities include:

   1. Manages the internal technical service team; provides required support for field service personnel.

   2. Manages the technical service communication process between customer service and product engineering.

   3. Independently manages processes within the service department to control costs relating to product quality, while identifying opportunities to further reduce charges incurred by Metro.

   4. Works closely with Customer Service to address required repairs for installed products.

   5. Works with Quality and Production departments to measure product failures and identify process improvements and product replacements parts.

   6. Independently develops written service procedures and coordinates creation of a technical service training library (written, video, etc.)

   7. Participates in new product development teams to address service requirements for new products.

   8. Assists in planning, monitoring, and/or managing budget in functional area of department.

  9. Supervises work of others, including planning, assigning, scheduling and reviewing work, ensuring quality standards. Is responsible for hiring, terminating, training and developing, reviewing performance and administering corrective action for staff. Plans organizational structure and job content.

 10. Ensures all current and new employees are trained in the Metro Code of Business Ethics, in its meaning and application. Periodically reviews the Code with employees and ensures they attend the annual ethics refresher program. Maintains a workplace environment that encourages frank and open communication, free from fear of reprisal, concerning compliance with the Code.

  11. Other duties as assigned

Qualifications include:

   1. Bachelors Degree in Engineering, Business or related field

   2. 5+ years of experience in the area of product Service Management, preferably within manufacturing

   3. Excellent verbal and written communication skills

   4. Good problem solving and customer service orientation skills

   5. Working knowledge of Microsoft Office Suite

   6. Ability to read and interpret CAD drawings

   7. Ability to perform and understand root cause analysis on customer issues

   8. Exceptional decision making ability and reasoning skills

   9. Minimum three years experience in project management

  10. Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.

  11. The ability and willingness to travel as required, some over night travel

InterMetro Industries is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment.

No calls or agencies please. InterMetro Industries will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.

Relocation assistance is not available for this position. If you need an accommodation to apply for this position, please email or call (570) 706-4131. Please allow for 24-48 hours for us to respond.