Job Title:  North America Technical Service Manager

Position Summary: 

The North American Technical Service Manager leads and oversees the daily operations of the Technical Service Representatives, ensuring adherence to Atlas's high-quality service standards. This role encompasses both supervisory and hands-on technical responsibilities, including performance management and leadership. The manager supports management with special projects, providing consultation and direction, and establishes business channels to address training needs for all Atlas instruments installed in the US.

This position administers and implements company policies and procedures within the Global Technical Services area. This position requires extensive travel, including some international trips, offering a dynamic and engaging work environment.

Key Responsiblities:

• Supervise Technical Service Representatives: Oversee daily operations, manage performance, and participate in hiring and termination decisions. 
• Support Global Technical Services: Address complex product issues involving customer support, internal staff, and domestic sales representatives.
• Oversee Training Activities: Manage and participate in training related to product and software applications.
• Technical Service Functions: Perform duties of a Technical Service Representative, including:
  • Conduct tests and calibrations on instruments and components.
  • Diagnose and repair equipment malfunctions, replacing defective parts as needed.
  • Align, adjust, and calibrate equipment to meet Atlas and OEM specifications.
  • Ensure proper equipment installation and provide user training.
  • Review technical documents and apply knowledge to perform repairs, maintenance, and training.
  • Prepare quotes, agreements, and service reports, exercising judgment on warranty issues.
  • Maintain technical service records, service schedules, and business expenses.
  • Create, review and negotiate service contracts with clients, ensure compliance with AMETEK's contract and risk mitigation policies
  • Maintain inventory and calibration documentation for test equipment.
  • Perform work according to Atlas standards and accreditation, ensuring quality standardization.
  • Obtain certification in business quality standards.
  • Provide specialized product knowledge for software upgrades and troubleshooting.
  • Act as a training liaison for technical and sales functions, ensuring high standards of knowledge transfer.
  • Ensure that the service team uses our CRM system "Sales Force Field Service Lightning" according to the specifications

Requirements for Consideration:

• Associate's degree (A.A.) or equivalent from a two-year college or vocational technical school with electrical and mechanical training.
• Minimum of 5 years of experience in technical service, technical support, or a related engineering field.
• At least 2 years of experience in a supervisory or managerial role, preferably within a technical environment.
• Experience managing remote and geographically dispersed team members is highly preferred.
• Proven ability to lead teams, manage service operations, and drive continuous improvement initiatives.
• Extensive travel experience between work locations and remote sites, adhering to company travel policy guidelines.
• Experience working with high voltage equipment and electrical devices.
• Previous experience in fast-paced, multi-task work environments.
• Demonstrated ability to troubleshoot and solve technical problems.
• Experience as a decision-maker, making independent decisions within policies and procedures.
• Strong mathematical aptitude, including practical algebraic and statistical methodologies for problem-solving.
• Proficient in MS Office and capable of navigating systems and applications.
• Refrigeration experience and technical certification are a plus.
• Valid driver's license required; may require a valid passport.
• Excellent technical communication skills, focused on problem-solving client needs.
• Business acumen in environments delivering high levels of customer service.
• Skilled in using processes, guidelines, and resources, and recognized as the "go-to" person for technical questions.
• Broad knowledge of Atlas's entire product line.
• Must be able to travel up to 50% of the time within the US and occasionally internationally.