Technical Service Manager

Compaction Technologies is a green technology company dedicated to developing solid waste management solutions that are environmentally friendly. The company’s mission is to improve the customer and employee environments by providing efficient, cost effective and environmentally conscious waste management products and services. Thus far the company has enjoyed success in the Healthcare and Quick Service restaurant hospitality markets. The company is experiencing a significant period of growth and is seeking to increase its engineering/service efforts to facilitate further expansion. Founded: 2006 HQ: Eagan, MN Ownership: Privately Held Employees: 12 Culture: Entrepreneurial/Start-up Website: http://compactiontechnologies.com/ Under the direction of the Director of R&D, this position is responsible for the development and execution of the company's service strategy for trash compaction equipment with direct oversight and responsibility of service technicians and third-party service providers. Duties/Responsibilities Work with the Director of R&D to set strategic direction of Tech Service for company. Manage internal Technical Service Advisors and run CTI’s inside Service department (i.e. in-bound calls, trouble-shooting and diagnosis, dispatching Service Providers, shipping parts, scheduling on-site service calls, completion, and follow-up billing). Lead the recruiting, hiring, training, retention, and professional development of Tech Service Advisors. Provide daily management of Tech Service Advisors including but not limited to: tracking and reporting regular and overtime hours for non-exempt employees, tracking and reporting PTO use for you and your team, timely completion of expense reports, and adhering to company policies. Ensure service line coverage for specified hours with existing internal resources. This means owning the scheduling of who will monitor service line, and ensuring cases are quickly and accurately closed. Build, manage and optimize national 3rd party service provider network. Setup, coordinate, and track parts shipments and return parts shipments. Maintain and development of Service logs, Support library, Q&A database and On-line resources. Manage parts inventory, correctly assign parts use to specific work orders and accurately report beginning and ending inventories. Develop performance metrics and equipment reliability indicators. Own salesforce.com Service console data input, data quality, data reporting Work collaboratively with other people and groups inside and outside CTI including but not limited to: Engineering, Sales, Accounting, Marketing, contract manufacturing, finance partner, insurance companies Other projects as assigned. Qualifications Must have experience managing team of internal employees. Prefer 3-5 years' experience in managing mechanical/electrical technicians that interact directly with customers. Strong communication and interpersonal skills for both internal and external interactions. Ability to read, analyze, and interpret general technical procedures and regulations. Creative with a strong technical ability, good analytical skills; organized and detail oriented. Ability to work quickly and accurately. Experience using outside call centers for receiving in-bound calls is a plus. Highly proficient with Salesforce CRM, Microsoft Outlook, Word and Excel. College degree valued, equivalent experience is essential. Ability to operate standard office equipment. This job may involve lifting, lowering, carrying, and bending. Must be able to work standing for extended periods of time and lift to 70 lbs. when required. Job Type: Full-time Pay: $65,000.00 - $85,000.00 per year Benefits: 401(k) Dental insurance Employee discount Health insurance Health savings account Life insurance Paid time off Vision insurance Shift: 8 hour shift Work Days: Monday to Friday Application Question(s): How many years of personnel management experience do you have? How many years of service provider management experience do you have? License/Certification: Driver's License (Preferred) Ability to Commute: Eagan, MN (Required) Ability to Relocate: Eagan, MN: Relocate before starting work (Required) Work Location: In person