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Technical Services Manager

  • Technical Services Customer Support Manager

    GEOKON is a manufacturer of sensors and instrumentation used in civil, mining and structural engineering projects throughout the world.

    We are currently seeking a Technical Services Customer Support Manager, who at the direction of the Director, will contribute to the success of GEOKON by providing leadership, motivation, and direction to the Technical Services Group (TSG) and Repair and Rental Department, aligning staff with key performance metrics and customer expectations to achieve exceptional customer service. The Technical Services Customer Support Manager will be responsible for the planning, coordination and oversight of all activities of these areas. This is a full-time position working Monday through Friday between the hours of 7:00 AM to 5:00 PM.

    Essential Functions and Responsibilities:

    1. Leadership and Employee Development
      • Provide team development through:
        • Cross training on electronic products, software products, sensors, and sensor installation
        • Identification of departmental needs, immediate and future, for the growth and success of the team, its members and the company
        • Integration of positive communication with other departments.
      • Supervise, coach, mentor, and motivate department employees and Supervisors
      • Coordinate and/or conduct employee training
      • Review the performance and evaluation of department employees
      • Execution of personnel actions with HR, such as hiring, evaluations, promotions, disciplinary actions, and terminations
      • Work with HR and Supervisors, if applicable to resolve employee issues, complaints, or grievances
      • Conduct team meetings and act as the conduit for company communications to all department employees
      • Departmental and employee performance metrics
    2. Customer Service/Support
      • Assist in the coordination of technical responses to customers for Sales and Marketing, Mechanical and Electrical Engineering
      • As Required, work with the Geotechnical Engineer to:
        • Participate in occasional Field Service Trips
        • Assist with the coordination of field services
      • Ensure effective customer service procedures, policies, and standards are in place
      • Supports sales staff with technical aspects of applications, including written communications
    3. Training Support
      • Provide support as needed to the Sales and Marketing Manager for product-based trainings:
        • Internal employee groups
        • In-house customer-based events
        • Project-field locations
    4. Product Design and Development
      • Team representative participation in product design and development projects
      • Beta testing of new products, including software
    5. Other Duties and Responsibilities
      • Attend periodic meetings, such as Monthly Management Review, Weekly Customer Feedback, Production, etc.
      • Participate in industry associations and provide technical interface as required
      • Perform related duties as assigned by Supervisor

    Education and/or Work Experience Requirements:

    • Associate degree in Electrical or Mechanical Engineering
    • 3-5 years of technical services/support management experience

    Other Requirements:

    • Strong technical aptitude
    • Excellent team player with the ability to work well across functional teams
    • Self-motivated, diligent and enthusiastic with a professional approach to both work and colleagues
    • Excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers
    • Excellent computer proficiency (Microsoft® Word™, Excel®, Outlook® and Teams® software, etc.)
    • Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service
    • Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices
    • Ability to influence and shape the decisions of others and to work through issues and conflicts
    • Strong leadership ability to keep team(s) on track to meet all requirements
    • Strong problem-solving and analytical skills with an ability to systematically evaluate all information generating possible alternatives and consequences
    • Excellent presentation skills that will effectively communicate to an audience in a semi-formal setting as well as at all levels of the company
    • Must be authorized to work in the United States

    This opportunity is located in Lebanon, NH, near Dartmouth College, and resides within the scenic Upper Valley region of New Hampshire, which offers a wide-range of year-round recreational and cultural opportunities.

    GEOKON is an outstanding company offering competitive salaries and excellent benefits including Medical/Dental, Life/Disability Insurance and 401(k).

    Please or send (no phone calls please) your résumé, with salary history, to:

    Manager, Human Resources

    GEOKON

    48 Spencer Street

    Lebanon, NH 03766

  • GEOKON is an Equal Opportunity Employer and is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 603-448-1562 ext. 1013 for assistance. US citizen or authorization to work in the US is required.

    Microsoft, Word, Excel, Outlook and Teams are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries.

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