Our passion for coffee makes SEB Professional North America a growing company!

We are in the professional coffee machine business managing three leading global brands: Schaerer, WMF, and Wilbur Curtis.

You can find our coffee machines in convenience stores, hotels, and restaurants worldwide. Chances are you have enjoyed a cup of coffee brewed by one of our products during your morning coffee run at McDonald’s, Dunkin Donuts, Starbucks, or Tim Hortons.

SEB Professional is a subsidiary of Groupe SEB, a large French consortium and the world’s largest manufacturer of cookware in more than 150 countries, with 33,00 employees and over €8,1 b in sales annually. Notable brand names associated are Tefal, T-Fal, Krups, Lagostina, Rowenta, Moulinex, SUPOR, Arno, Emsa, All-Clad. Our Company operates in the Professional Coffee Machine division.

The Technical Service Manager will oversee a department dedicated to providing training to internal technicians and to 3rd party technicians of our service providers. Additionally, provide telephone troubleshooting guidance to internal and our 3rd party field service partners to ensure quality service work as well as the efficient and effective execution of services at the customer site. Transparent planning, training schedules, and training curriculums are essential to internal and external customers.

Pay range: 95,000 - 115,000 per year - DOE

Technical Service Manager Responsibilities

• Responsible for employee life cycle, including hiring, training, mentoring, and performance management of the individuals and team.
• Ensures staff understands and complies with all team objectives, performance standards, and policies while inspiring and motivating team members to drive efficiencies and increase quality.
• Manages service technical training team including curriculum and curriculum development, testing, and certification requirements.
• Manages training priorities, training schedules, and quality of training provided as well as the necessary equipment.
• Manages and coaches’ service technicians who troubleshoot equipment electrical and mechanical problems with field service technicians over multiple communication channels.
• Ensures availability of service technical support by managing the team with primary call center KPI and ensuring given service levels.
• Collaborates closely with product management and quality control in analyzing repair data to improve machine reliability at the customer level and ensure financial goals are met.
• Analyzes and reports issues with specific equipment, vendors, and customers to Senior Management.

Technical Service Manager Experience and education

• 3+ years’ experience managing a technical team, remote team management is preferred!
• Bachelor’s degree required, preferably electrical engineering.
• Experience driving KPI improvement in a call center environment.

Technical Service Manager Required Skills

• Proven ability to work transversely across departments, supporting training needs in multiple channels, escalating issues to sales or product management, partnering with contact center team, and working with the internal and external field service teams.
• Ability to do train remote troubleshooting and problem resolution. May act as a point of escalation.
• Excellent verbal and written communication skills.
• Intermediate knowledge of MS Office required.

Technical Service Manager Working conditions / Physical Requirements

• Sitting or standing at a desk while using the phone and computer.
• Occasionally lifting of up to 50 pounds.
• Some weekend work is required.

Overview

• Type of employment: Full time – Exempt
• Workplace type: Hybrid Home Office / Onsite Office
• Travel Requirement: 10%
• COVID Vaccine policy requirement: Yes, two doses Moderna or Pfizer or one for J&J.

Technical Service Manager Benefits

• Health insurance
• Competitive 401(K) program
• Dental insurance
• Vision Insurance
• Life insurance
• Paid time off
• 12 Paid Holidays
• Other voluntary benefits and discounts program

SEB Professional is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. For more information, please see OFCCP Equal Employment.