Technical Service Manager
Location: Sarasota
Posted on: June 23, 2025
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Job Description:
POSITION SUMMARY: The Technical Service Manager will be
responsible for managing incoming inquiries related to technical
support, parts, customer relations, service, and warranty claims
for all CM Shredders equipment. This role requires a proactive,
solutions-oriented professional who will take full ownership of
customer issues—ensuring resolution is delivered both internally
and to the client’s satisfaction in a timely manner. The individual
will also provide guidance and support to the customer service and
service technician teams, while actively identifying opportunities
to grow after-sales revenue through upselling of parts, service
agreements, and value-added upgrades. Coordination of freight
logistics and preparation of all associated shipping documents for
replacement parts and field service requirements are also integral
to the role. QUALIFICATIONS: Education A formal degree is not
required; however, an educational background in
industrial/mechanical engineering or a technical institute is
strongly preferred. Experience Minimum 5 years of experience in
technical service and/or customer service in the industrial
equipment sector, with a strong track record of direct customer
engagement and troubleshooting. DUTIES & RESPONSIBILITIES: Oversee
equipment installations and critical orders to ensure timely
delivery and customer satisfaction. Diagnose technical issues,
evaluate root causes, and identify recurring trends to improve
service efficiency. Deliver responsive, knowledgeable technical
support by phone for all equipment and customer inquiries. Manage
freight logistics and ensure accurate shipping documentation for
parts and service. Coordinate the preparation, verification, and
execution of shipping documents for replacement parts and field
service materials. Present and discuss service contract options and
renewals with customers to align with their operational needs and
expectations. Proactively pursue sales opportunities through
outbound calls and prepare quotations for parts replacements and
service work. Build strong customer relationships through effective
communication and problem-solving. Support continuous improvement
to enhance service quality and customer experience. Supply
customers with required technical documents including drawings,
BOMs, manuals, service bulletins, and technical updates. Own
customer issues through to full resolution and satisfaction.
Process Return Material Authorizations (RMAs) and resolve
discrepancies related to order entry and billing. Oversee the
scheduling and execution of preventative maintenance programs and
related service activities. Schedule field visits to assess needs
and drive parts and service sales. Actively promote spare parts,
retrofit kits, and other value-added programs to drive after-sales
revenue. Represent the service department in cross-functional
project meetings with engineering and continuous improvement teams,
contributing insights on field performance and customer feedback.
Monitor and update parts/service pricing to maintain profitability.
Supervises Customer Service Representative. Travel occasionally to
customer sites for diagnostics, support, and relationship
management when required. SPECIFIC SKILL ABILITY AND KNOWLEDGE:
Must have excellent communications and time management skills.
Previous experience in machining, fabrication and or welding is
desired Ability to use and understand precision measuring equipment
including micrometers and calipers is desired. Five years of
Customer Service positions involving technical support with
industrial equipment. Possess the ability to function effectively
in a dynamic service-oriented environment. Basic understanding of
control theory and logic helpful but specifically required.
Proficient in MS Office Suite. Experience with order enter and
order tracking through ERP/MRP systems is required. Must possess a
strong technical aptitude or technical background. Must be able to
review and interpret engineering and mechanical drawings and other
technical documentation. What We Offer: A Comprehensive Benefits
Package that includes: Medical/Dental/Vision - with HSA (company
provides yearly funding) Individual or Family Plans are available
at affordable bi-weekly rates. Company paid long & short-term
disability. 401K with competitive company match PTO Company Paid
Life Insurance CM Shredders is an Equal Opportunity Employer.
Qualified candidates will be considered without regard to race,
color, religion, sex, sexual orientation, gender identity, national
origin, disability, or status as a protected veteran.
Keywords: , Greater Carrollwood , Technical Service Manager, Engineering , Sarasota, Florida
