Technical Support Manager - Fusion Cell

Position

Technical Support Manager

Location: Rockford, IL

Compensation: $55k-$90k depending on experience.

Summary: Experienced Manager of Technical Support will oversee the organization’s technical support, service operations, and security functions. Communicate frequently with Field Service Techs to evaluate overall installation progress. Interact with Service, Sales, and Project Managers to confirm machine requirements and customer expectations. Personnel and material logistics. Teamwork, technical skills, travelling, planning and priority settings are a must for this position.

Responsibilities:

• Identifies and recommends upgrades and changes to hardware and software, maintaining efficient and effective operations in the organization
• Analyzed software and hardware needs for the organization
• Recommends modifications to security protocols as required
• Develops and/or provides training and guidance on acceptable use, risk management, incident response, and security protocols to employees
• Periodically briefs senior management on the status of systems and protocols
• Reviews reports of and evaluates responses to any security incidents
• Maintains current knowledge of emerging security threats, technical challenges, and system protection
• Coordinated and schedules large-scale software and hardware installations
• Keep customers consistently informed by communicating frequently both before and during installations
• Keep the Sr. Manager of Operations and Service Manager, as well as Sales and Assembly personnel informed on the progress of each service job.
• Performs other related duties as assigned

Qualifications & Experience:

• Excellent management and leadership ability
• Demonstrated problem-solving and analytical skills
• Excellent verbal and written communication skills
• Knowledge of SAP
• Knowledge of machine tools building/troubleshooting processes
• Knowledge of electrical components
• Knowledge of assembly and detailed mechanical drawings, fluid, and electrical schemes
• Project management & business writing experience
• Able to solve practical problems while managing a variety of dynamic variables
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
• Organized with attention to detail

Physical Requirements:

• Prolonged periods sitting at a desk and working on computer
• Must be able to lift up to 25 pounds at a time

Other Requirements

• Management Experience: 3-5 years
• Analysis skills: 3-5 years
• Valid US passport.
• Valid Driver’s License