Job Title:  Field Services Supervisor

AMETEK Level Measurement Solutions (LMS) is seeking a Service & Technical Support Supervisor in Aurora, IL.  In this role you will supervise the Field service, RMA and Technical Support Groups.  Our Service & Technical Support Supervisor equally acts as a senior technical support Specialist, providing front line product technical support for customers and sales reps by answering inquiries received via phone, email or from internal channels.

In this role, you will:

• Provide day-to-day direction to the RMA Representatives and to the RMA and Technical Support and Field service Technicians so that they can achieve daily and weekly targets.
• Determine work procedures, prepares work schedules as necessary, and expedites workflow for the department.
• Provide front line product technical support for customers and sales reps by answering inquiries received via phone, email or from internal channels
• Initiate and provide ownership of support cases and follow through until the case has been resolved, closed, or reassigned to another individual or department
• Maintain the accuracy of data collection and adherence to the company procedures.
• Ensure the finally repaired or refurbished product and provided field services / tech support meets quality standard.
• Assist the global service manager with managerial duties in accordance with organizational policies and procedures including staffing and training as needed; planning, assignment and observing work performance; performance management to set annual associate objectives, conducting interval performance and year-end discussions; and addressing and resolving team issues.
• Acquire and maintain product knowledge and be the subject matter expert on Magnetrol products. (including manuals, calibration, and installation literature)

Requirements:

• Associates of Applied Science degree in instrumentation, electronics, related field, or equivalent training (preferred).
• 1-3 years of experience in supervising technical and/or field services teams
• 5-10 years of experience providing technical support and/ or field service in the instrumentation industry.
• Excellent technical aptitude and electro-mechanical skill set
• Excellent interpersonal, written, and oral communication skills. Ability to communicate effectively at all levels of the organization, with outside sales reps and with customers.
• Proven Salesforce knowledge.