Technical Program Manager

• Establish a Technical Support Center of Excellence to deliver efficient, high-quality, and timely customer support
• Evaluate current technical resources, service models, and remote support capabilities and enhance remote service offerings and drive technical service excellence
• Develop and manage technical protocols, procedures, and guidelines to ensure consistent and effective troubleshooting - from standard to complex technical issues.
• Build and maintain a central technical resource library for parts, specifications, best practices, methodologies, and tools
• Design and implement an integrated, customer-focused Technical Support Center model
• Oversee technical and mechanical support to ensure timely and proficient issue resolution
• Support the creation and maintenance of technical documentation and training materials for Field Service Engineers
• Monitor performance metrics, identify opportunities for improvement, and implement corrective actions
• Develop and implement a strategic technical service plan that meets employee and customer needs
• Identify emerging technologies and integrate innovative solutions to enhance efficiency and satisfaction
• Map the customer journey and strengthen systems, processes, and standards for technical service and escalation management
• Prepare for and support CRM implementation
• Define and monitor key performance indicators (KPIs) to ensure continuous improvement and service excellence
• Partner with global teams to manage escalations, support product quality initiatives, and collaborate on PMO and R&D projects
• Oversee special service projects, ensuring compliance with scope, timelines, and budgets
• Manage assigned budgets and meet financial targets. Plan and forecast performance, resource, and financial needs accurately
• Manage performance, career development, and succession planning
• Champion a “Safety First” culture across all operations

Technical Operations Manager

Technical Operations Manager – Americas