SUMMARY
The Product Service Supervisor will manage day-to-day technical support operations within ATAC (Astec Technical Assistance Center) for designated product line. This position will also work cross-functionally within Astec to assist with warranty claims, product improvements and other service support items.
ESSENTIAL DUTIES AND RESPONSIBILITIES
§ Organize and coordinate staff to effectively provide technical service assistance for our internal staff, distributors and/or customers
§ Provide a method and solution for correction of field problems and provide technical data
§ Engage with customers and dealers regularly on field service support
§ Work cross-departmentally to develop service solutions for customers and dealers
§ Assist with developing operation and maintenance best practices
§ Provide analytics to engineering, manufacturing, quality and other departments for proactive issue resolution
§ Assist in warranty process as technical liaison
SUPERVISORY REQUIREMENT
Product Service Supervisor may supervise site technical service personnel.
KNOWLEDGE, SKILLS AND ABILITIES
§ High school diploma is required
§ Minimum 5 years of career experience in service operations is required
§ Basic understanding of business, operations, sales, product applications and customer service principles
§ Excellent interpersonal, communication, collaboration, negotiation and leadership skills are required
§ Ability to travel overnight and work long hours is required. Overseas travel may be required; necessary to obtain and maintain a passport is required
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; frequently talk and hear; and occasionally climb or balance. The employee frequently is required to stand, walk, and sit. The employee must occasionally lift and/or move up to 20 pounds. This position is occasionally required to operate an automobile and travel by airplane. Specific vision abilities required by this job include close vision, depth perception, and ability to adjust focus.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is primarily exposed to an office environment and occasionally a shop manufacturing environment or a vendor’s facility. The employee is periodically required to travel. Exposures at a shop manufacturing environment or a vendor’s facility can include moving mechanical parts, heights, fumes or airborne particles, and outside weather conditions. The employee is exposed to travel hazards associated with airline and automobile travel. The employee is occasionally exposed to electrical hazards, toxic or caustic chemicals, extreme cold and extreme heat. The noise level in a shop manufacturing environment or a vendor’s facility environment can be very loud.
Note: This job description is intended to be a general guideline of areas of responsibility. There will be incidental tasks not listed on a job description that arise at various times. These tasks are assigned to help out the department and company and, as a member of the Astec, Industries team; each employee is expected to help in these areas.
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