Job Description

  • Technical Support Manager

    Location: Mobile, AL
    Status Type: Full-Time
    Department: Customer Service
    Requisition Number: 6855

    For immediate confidential consideration, please send your cover letter with salary history and resume, referencing the job position desired in the subject line to:

    Responsible for managing the product support team, as well as establishing and overseeing processes to ensure all technical assistance activities, remotely and on site are carried out timely and effectively. Product Support duties include troubleshooting, warranty management, and training, while professionally engaging with customers, business partners, and working closely with CMGs outside and inside sales and customer support personnel.

    Essential duties and responsibilities

    - Supervise the technical support team, and coordinate resources to exceed customers expectations for technical assistance.
    - Review and revise or establish new processes to streamline product support activities, with a strong focus on customer satisfaction.
    - Communicate with internal and external customers, service providers, and business partner representatives by phone, email or in person.
    - Provide technical trouble shooting assistance for all CMG product lines in accordance with approved procedures and policies, both remotely from the main base, and on site at customers locations when necessary.
    - Investigate customer complaints regarding quality, tolerances, specifications, and delivered condition of products, communicating internally with designated departments for investigation, and following up until completion.
    - Perform warranty administration including verification, tracking, coding, modifying claims, entering disposition decisions, while ensuring timely and fair resolutions.
    - Develop and provide technical training to internal and external customers.
    - Represent CMG at tradeshows and special events.
    - Support marketing initiatives and the execution and monitoring of campaigns.
    - Collect and report business opportunities and market intelligence.
    - Populate and maintain Customer Relationship Management databases, in accordance with company policies.
    - Partner with and assist inside and outside sales personnel when necessary.
    - Assist in coordinating customer visits to CMG sites.
    - Follows through on calls and insures that they are properly closed.
    - Other duties as assigned.

    Travel

    Average of 25 percent. Must be willing and able to travel regularly throughout the assigned territory, as well as other regions, including the US, sometimes in short notice and for extended periods of time.

    Education and experience required

    Bachelors degree from four year university, or 10 years related experience and training; or equivalent combination of education and experience.
    Valid and current FAA AP License and,or local equivalent required to legally perform airframe and powerplant maintenance tasks. FAA IA and,or local equivalent, private pilot License or higher, CFI, CFII ratings are a plus.

    Skills required

    Be customer focused, while properly representing the company. Ability to remain objective and facilitate positive resolution to issues, even on stressful conditions.

    Communcation skills required

    - Full technical level language proficiency in English, verbal and written.
    - Proficiency in additional languages spoken throughout the assigned region preferred.
    - Ability to effectively convey information and respond to questions, both in written and verbal form, from executive leadership, colleagues, internal and external customers, and the public.
    - Must be able to handle large volume of emails and calls in a timely and professional manner.
    - Must be able to communicate timely and effectively through real time messaging systems.
    - Cross-cultural awareness and communication sensitivity.
    - Ability to read, analyze, and interpret aviation service publications, technical procedures, and governmental regulations.
    - Ability to write objective and concise reports, business correspondence, and procedures.

    Problem solving abilities

    Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

    Mathematical skills required

    Ability to calculate figures and amounts such as length, torque, tolerances, distances, proportions, percentages, etc.
    IT SKILLS REQUIRED
    Advanced user level proficiency in at least the following software and systems, Windows, iOS, MS Outlook, MS Power Point, MS Word, MS Excel, and web browsers. Advanced user level proficiency in Macola ERP preferred.

    Physical requirements

    Ability to sit or stand for extended periods of time, including long range air travel. Ability to effectively adapt to time zone changes. Ability to work and transverse safety sensitive manufacturing, assembly and,or aviation services work areas. Ability to lift 10 pounds repeatedly and lift up to 60 pounds. Ability to bending, reaching, and kneeling repeatedly.

    No faxes, phone calls or other correspondence will be accepted. EOE/M/F/D/V