North America Technical Service Manager

Job Title : North America Technical Service Manager

Location : Mount Prospect, IL, US, 60056

Business Unit : Atlas

Job Description

Position Summary :

The North American Technical Service Manager leads and oversees the daily operations of the Technical Service Representatives, ensuring adherence to Atlas's high-quality service standards. This role encompasses both supervisory and hands-on technical responsibilities, including performance management and leadership. The manager supports management with special projects, providing consultation and direction, and establishes business channels to address training needs for all Atlas instruments installed in the US.

This position administers and implements company policies and procedures within the Global Technical Services area. This position requires extensive travel, including some international trips, offering a dynamic and engaging work environment.

Key Responsibilities :

• Supervise Technical Service Representatives : Oversee daily operations, manage performance, and participate in hiring and termination decisions.
• Support Global Technical Services : Address complex product issues involving customer support, internal staff, and domestic sales representatives.
• Oversee Training Activities : Manage and participate in training related to product and software applications.
• Technical Service Functions : Perform duties of a Technical Service Representative, including :
• Conduct tests and calibrations on instruments and components.
• Diagnose and repair equipment malfunctions, replacing defective parts as needed.
• Align, adjust, and calibrate equipment to meet Atlas and OEM specifications.
• Ensure proper equipment installation and provide user training.
• Review technical documents and apply knowledge to perform repairs, maintenance, and training.
• Prepare quotes, agreements, and service reports, exercising judgment on warranty issues.
• Maintain technical service records, service schedules, and business expenses.
• Create, review and negotiate service contracts with clients, ensure compliance with AMETEK's contract and risk mitigation policies
• Maintain inventory and calibration documentation for test equipment.
• Perform work according to Atlas standards and accreditation, ensuring quality standardization.
• Obtain certification in business quality standards.
• Provide specialized product knowledge for software upgrades and troubleshooting.
• Act as a training liaison for technical and sales functions, ensuring high standards of knowledge transfer.
• Ensure that the service team uses our CRM system "Sales Force Field Service Lightning" according to the specifications

Requirements For Consideration :

Compensation : Employee Type : Salaried, Salary Minimum : $100,000, Salary Maximum : $140,000, Incentive : Yes

AMETEK, Inc. is a leading global provider of industrial technology solutions serving a diverse set of attractive niche markets with annual sales over $7.0 billion. AMETEK is committed to making a safer, sustainable, and more productive world a reality.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

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