Mgr Engineer Project Technical Support

Specific duties and Responsibilities :

• Execute safety, business, growth, and customer experience objectives through the alignment of departmental strategy, key performance indicators, and performance management.
• Plan and execute engineering projects to support key functional areas of the business including Field Operations, Fleet, New Product Development, and Supply Chain.
• Develop the company’s overall technical support capability including technician training, live technician support, troubleshooting resources, Standard Operating Procedures (SOP), and technical bulletins.
• Create a closed loop system for logging technical support cases and provide business intelligence through systematic reporting regarding equipment issues, personnel training opportunities, and the effectiveness of troubleshooting resources.
• Capture the benefit of engineering projects and technical support enhancements to contribute to Productivity results.
• Build a comprehensive video library related to the installation, ongoing maintenance, troubleshooting, and de-installation of all company equipment according to established standard operating procedures.
• Work closely with Field Service Program Manager to support formal technician training and certification programs.
• Act as the escalation point for internal and external customer issues and facilitate appropriate response in a timely manner while communicating effectively, professionally, and promptly.
• Train and coach direct reports to achieve departmental goals and to provide effective leadership and performance management to all department employees.
• Contribute to the ongoing optimization of the company’s Field Service Management platform.
• Exceed requirements for project execution, productivity contributions, and technical support response while maintaining all service level agreements and providing the highest standard of customer service to all department stakeholders.
• Provide performance reporting and forecasting for assigned programs on monthly, quarterly, and annual basis.
• Provide technical input to company Standard Operating Procedures (SOPs).
• Creative and skilled service leader who has experience with project management, technical support, and technician training within the food service industry.
• Excellent recruiter & team builder with a documented track record of strong hiring decisions, identifying talent, and maximizing the potential of a diverse team.
• Ability to read, write, analyze, and interpret customer contracts, equipment specifications, project plans, and other technical documentation.
• Results oriented leader with a proven record of exceeding service targets, who possesses strong work ethic, and excellent selling, negotiation, communication, and problem-solving skills.
• Well-developed financial acumen to effectively guide / influence investment and expenditure decisions between company and customers.
• Strong problem solving, analytical, planning, and organizational skills.
• Excellent verbal, written and presentation skills to effectively present information and respond to questions from customers, managers, employees, and external stakeholders.
• Ability to travel as required.
• Proficient computer skills - MS office Word, Excel, and PowerPoint.

Selected candidate should have an Engineering degree, A minimum of 5 years of experience in management,Project management and productivity certifications are preferred, a Passion for delivering results to customers, and Achievement / results driven.

25% Travel is required for this position.

In exchange for your contributions to the organization, Nuco2 provides employees with a full benefit package to include medical, dental, vision and prescription, matching 401K savings, paid time off, tuition reimbursement, and much more.

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