Technical Support Manager

Quincy is everywhere

Did you know Quincy air systems play an important role in our everyday lives? Compressed air is known as the fourth utility for good reason. It's essential for applications from aerospace exploration, food processing and packaging, to oil and gas production and refinement, and everywhere in between. Quincy is everywhere! Quincy Compressor dares to be the leader in the compressed air industry, always breaking boundaries to offer more to our customers across the world.

We are looking for a Technical Support Manager to join our team on our journey for a better tomorrow.

Your mission as the Technical Support Manager is to provide high-quality leadership for the Technical Support team which manages our service training schools, technical support for all direct and indirect customers, warranty analysis and troubleshooting. You will report to the Vice President, Aftermarket.

• You will oversee daily and manage longer-term activities of the Technical Support Group, while also providing front line technical support for internal and external customers and distributors.
• You will develop the skill level, effectiveness, and long-term improvement of each team member to increase team efficiency and customer satisfaction. This includes employee reviews, training, and other management related activities.
• You will manage implementation and continued success of all management tools, to improve customer response.
• You will oversee technical training through Air Academy to ensure that all field service technicians are trained on all Quincy products and stay current with the latest technological advancements.
• You will build internal training and development programs to support products and service offerings by collaborating with internal and external networks to support all brands we support.
• You will work with regional managers on training needs and plans to support business and operational needs.
• You will collaborate and communicate effectively with the adjacent departments to expedite solutions to customers and market.
• You will collaborate with invested parties to resolve quality issues and seek recovery of warrantable costs from product companies and local vendors.
• You will participate in company planned training.
• You will provide back-up for members of the technical service team in their absence.
• You will occasionally go to customer sites for investigation of issues or trouble shooting.
• You will complete reports and on open items for external and internal customers and other related service items, issues, and projects.
• You will help create and maintain technical documentation to improve customer service and achieve the highest level of efficiency.
• You will participate to cross training activities so that the Technical Support team becomes more versatile in handling all types of product claims from compressors to air treatment.
• You will keep up to date with product evolution by attending product launches or technical training.
• You will manage the warranty handling process including system for distributors to ensure claims are processed efficiently and correctly. Provide warranty training as needed.
• You will communicate all relevant product technical service information to the customer centers and work together to sustain the product integrity.
• You will work to understand and utilize information and communication systems and tools, i.e. email, SAP, COPS, Power BI, Microsoft Office software, etc.

• You have 5 years of progressive work experience in service management or technical support. Hands-on compressor experience preferred.
• You have a high school diploma (required); a four-year college degree in Engineering or related field (preferred), or an equivalent combination of education and experience.
• You have a working knowledge of compressed air equipment, controls, air treatment, and nitrogen & oxygen production systems strongly preferred, or related equipment.
• You have strong communication skills both written and verbal
• You are customer-focused with strong leadership skills and change management.
• You have intermediate knowledge of Microsoft Office Suite, SAP, Power BI, business systems, distribution channels and accounting practices.

• We believe there is always a better way. Open for change and feedback is what defines our culture.
• We support you on your journey: individual learning opportunities, world-wide job opportunities, and training.
• The safety and well-being of our employees is important to us, which is why we set high standards for your workplace safety.
• We offer a fair compensation package.
• We offer health insurance, paid leave, and retirement benefits.
• We offer a diverse working environment that is collaborative and aims to create a workplace where you will be valued, proud, empowered, respected, developed and rewarded.

You will be onsite in our Bay Minette, Alabama location. #LI-Onsite

If you are looking for an organization where you can be challenged and even have a bit of fun while doing it, Quincy Compressor might be the place for you.

We offer reasonable accommodation for any part of the employment process due to a physical or mental disability. Please call 251.937.5900 on a case-by-case basis.

Quincy Compressor provides equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.