Technical Support Center Manager

For Earth For Life

BASIC PURPOSE AND SCOPE OF POSITION

The Technical Support Center (TSC) Manager is responsible for the management and coordination of the TSC team of Service Product Segment leads and Service Engineers.  The focus of this position will be strategic leadership of a technical support Service Engineering Team whose primary responsibility will be dealer technical support.  Through this strategic leadership, connection to the technical support team and the product, the TSC manager will develop strategy and provide leadership to meet the demands of the US Kubota dealership network.

PRINCIPAL ACTIVITIES:  This position does the following in accordance with all applicable Federal, State and local laws / regulations and the Company’s policies, procedures and guidelines:

• Lead and develop the TSC team’s technical ability to support KUBOTA products.
• Responsible for strategy and leadership of the TSC team, processes, and overall technical support quality.
• Continuous improvement of Key Performance Indicators to measure the effectiveness of the TSC team.
• Responsible for the continuous evaluation, education and effective professional development of the TSC to properly support and accurately train KUBOTA dealership personnel.
• Lead TSC team’s detailed and extensive analysis of technical and market related issues.
• Responsible for evaluation efforts of New to Market KUBOTA products or components.
• Provide visionary mid-term development plan for ongoing technical support of the US market.
• Responsible for quality and timely creation of technical publications (field actions/communications).
• Lead the development of new diagnostic tools, program, and procedures.
• Active participation in scheduling and confirming work activities to the TSC Team.
• Deep analysis of technical and functional issues with underlying goal of root cause determination.
• Deliver a Dealer Support Experience based on the pillar of KUBOTA Service
• Connection – Ensure dealer have a connected KUBOTA Service Experience
• Development – Grow the ability of the segment team to support dealers with technical issues.
• Training – Directly guide relevant information to KUBOTA University to improve technical training offer.
• Additional duties as assigned by management.

MINIMUM QUALIFICATIONS

• The TSC manager must possess a 4 year technical degree
• At least 7 years’ experience within engineering, quality or service engineering fields required. 
• Minimum of 6 years’ experience with commercial, off-road, agriculture, trucking, or other related equipment experience required.

• Minimum of 3 years’ experience leading a technically focused team or related experience.
• Relies on independent decision-making and problem solving to complete job tasks.
• Exceptional Project Management Skills.
• Expert level experience within technical service industry.
• Proven record of meeting deadlines in a fast-paced environment.
• Expert level experience with Diagnostic Tools and Processes
• Comfortable and confident in presenting in front of large groups.
• Ability to manage multiple projects simultaneously.
• Proven leader with experience managing a diverse technical team.
• Willingness to travel up to 10% of the time.

EQUIPMENT OPERATION (% of time, description, nature of service):

Tractors, lawn and garden equipment, excavators, skid steer loaders and rough terrain vehicles- Occasional repair, training, dealer visits.

Also, office equipment including computer, copier, fax, phone, printer- MS Office, SAP, Phone, iWarranty

PHYSICAL REQUIREMENTS:

The TSC manager must be able to lift up to 50 lbs.  The position will require walking, standing, driving and sitting at a computer.

DISCLAIMER:

The information provided in the description has been designed to indicate the general nature and level of work performed by incumbents within the classification.  This description is not intended to be a comprehensive inventory of all duties, responsibilities, qualifications and working conditions required of employees assigned to this job/classification.  This job is intended to include the current essential functions of the job.  Management reserves the right to add or modify the duties and responsibilities and to designate other functions as essential at any time.

 Kubota is an equal opportunity at will employer and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation or national origin.