Technical Service Manager

POSITION SUMMARY:

The Technical Service Manager will be responsible for managing incoming inquiries related to technical support, parts, customer relations, service, and warranty claims for all CM Shredders equipment. This role requires a proactive, solutions-oriented professional who will take full ownership of customer issues—ensuring resolution is delivered both internally and to the client’s satisfaction in a timely manner. The individual will also provide guidance and support to the customer service and service technician teams, while actively identifying opportunities to grow after-sales revenue through upselling of parts, service agreements, and value-added upgrades. Coordination of freight logistics and preparation of all associated shipping documents for replacement parts and field service requirements are also integral to the role.

QUALIFICATIONS:

Education         

• A formal degree is not required; however, an educational background in industrial/mechanical engineering or a technical institute is strongly preferred.

Experience       

• Minimum 5 years of experience in technical service and/or customer service in the industrial equipment sector, with a strong track record of direct customer engagement and troubleshooting.

DUTIES & RESPONSIBILITIES:

• Oversee equipment installations and critical orders to ensure timely delivery and customer satisfaction.
• Diagnose technical issues, evaluate root causes, and identify recurring trends to improve service efficiency.
• Deliver responsive, knowledgeable technical support by phone for all equipment and customer inquiries.
• Manage freight logistics and ensure accurate shipping documentation for parts and service.
• Coordinate the preparation, verification, and execution of shipping documents for replacement parts and field service materials.
• Present and discuss service contract options and renewals with customers to align with their operational needs and expectations.
• Proactively pursue sales opportunities through outbound calls and prepare quotations for parts replacements and service work.
• Build strong customer relationships through effective communication and problem-solving.
• Support continuous improvement to enhance service quality and customer experience.
• Supply customers with required technical documents including drawings, BOMs, manuals, service bulletins, and technical updates.
• Own customer issues through to full resolution and satisfaction.
• Process Return Material Authorizations (RMAs) and resolve discrepancies related to order entry and billing.
• Oversee the scheduling and execution of preventative maintenance programs and related service activities.
• Schedule field visits to assess needs and drive parts and service sales.
• Actively promote spare parts, retrofit kits, and other value-added programs to drive after-sales revenue.
• Represent the service department in cross-functional project meetings with engineering and continuous improvement teams, contributing insights on field performance and customer feedback.
• Monitor and update parts/service pricing to maintain profitability.
• Supervises Customer Service Representative.
• Travel occasionally to customer sites for diagnostics, support, and relationship management when required.

 SPECIFIC SKILL ABILITY AND KNOWLEDGE:

• Must have excellent communications and time management skills.
• Previous experience in machining, fabrication and or welding is desired
• Ability to use and understand precision measuring equipment including micrometers and calipers is desired.
• Five years of Customer Service positions involving technical support with industrial equipment.
• Possess the ability to function effectively in a dynamic service-oriented environment.
• Basic understanding of control theory and logic helpful but specifically required.
• Proficient in MS Office Suite.
• Experience with order enter and order tracking through ERP/MRP systems is required.
• Must possess a strong technical aptitude or technical background.
• Must be able to review and interpret engineering and mechanical drawings and other technical documentation.

What We Offer:

A Comprehensive Benefits Package that includes:

• Medical/Dental/Vision - with HSA (company provides yearly funding)
• Individual or Family Plans are available at affordable bi-weekly rates.
• Company paid long & short-term disability.
• 401K with competitive company match
• PTO
• Company Paid Life Insurance

CM Shredders is an Equal Opportunity Employer. Qualified candidates will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.