Technical Service Manager

Trackmobile LLC

Come join a team where People make the difference! As a part of Marmon Holdings, Inc., a highly decentralized organization, we rely heavily on people with the aptitude, attitude, and entrepreneurial spirit to drive our success, and we're committed to attracting and retaining top talent.

Performs emergency repair, preventative maintenance and installation on a 24/7 on-call basis with regional responsibility for electrical and/or mechanical equipment and systems. Performs on-site preventative maintenance, routine repair, and calibration after installation. Provides technical support and training to customers on operational or maintenance aspects of system equipment. Serves as customer contact on technical and service-related problems. Works under general supervision and follows established guidelines to work on the full range of repairs and installations. The person at this level is fully competent on the skills and knowledge of the products being serviced and/or the testing and calibration equipment being used. Trains and mentors lower level technicians. May lead small to moderate projects at customer sites. Typically requires 2 years of formal technical training beyond high school and 2-5 years of related experience. A Bachelor's degree is preferred.

Role and Responsibilities

• Perform all work in accordance with established quality standards and safety procedures.

• Ensure all customer issues are satisfactorily resolved in a timely manner

• Work closely with Authorized Distributors to develop healthy working relationships

• Manage subordinate staff in the day-to-day performance of their jobs

• Effectively de-escalate contentious customer interactions or difficult problems to solve

• Maintain logs of customer calls and interactions and related statistics

• Identify trends in service data and initiate causal analysis when needed

• Effectively coordinate across the organization's various departments to ensure customer satisfaction and remediate ongoing issues

• Assist aftermarket department with support functions such as technical assistance, sales support, product configuration, and other duties as needed

• Travel to distributor and end user locations as required to solve complex technical issues

• Assist in development and deployment of training curriculum aimed at properly equipping field technicians to adequately diagnose and repair mobile railcar moving equipment

Qualifications and Education Requirements

Bachelor's degree or related experience

Proficient knowledge of Microsoft Office Suite with an emphasis in Excel

Must possess excellent verbal, written communications, organizational skills.

Knowledge of CAN bus, electrical, pneumatic, hydraulic, and mechanical systems as related to off-highway equipment

Knowledge of diesel engines and T4F emissions standards

Preferred Skills

Previous experience in a service manager's role

Experience interfacing with a distributor/OEM business relationship

Practical experience as a field technician

Following receipt of a conditional offer of employment, candidates will be required to complete additional job-related screening processes as permitted or required by applicable law.

We are an equal opportunity employer, and all applicants will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to careers@marmon.com, and please be sure to include the title and the location of the position for which you are applying.