An exciting new opportunity has arisen for a Technical Manager for North America to make a significant contribution to our fast-paced gas generation technology business which has experienced rapid growth in recent years. As Technical Manager your primary duty is to provide world class technical support and advice to our customers, field support engineers and our OEMs in North America.
PEAK INC. is the rapidly expanding North American arm of Peak Scientific, with its main US office located in Billerica, Massachusetts. You will be joining a North American team of around 70 staff, including dedicated sales and field service engineer teams covering the whole of mainland US and key territories in Canada.
THE ROLE: Reporting to the North America Service and Operations Manager, working as part of our growing service team you will be the first point of contact for technical escalations providing support and technical product knowledge externally for customers and internally for office and field service personnel.
Your main job functions will include:
- Case managing all technical complaints and escalations from Technical Support
- Informing management of any business-critical issues emerging from customer complaints or escalations
- Overseeing Technical Support Specialists daily functions
- Ensuring SLA are adhered to for all customer service requests
- Managing inventory of in-house repairs, including generators to be refurbished for resale
- Liaising with the Global Technical Team and the Field Service team to bring to light any product irregularities or production issues.
- Providing monthly technical, trend analysis and escalations status report
THE CANDIDATE:
- Experience of working in field service/ with service delivery teams and providing a remote support service for internal and external customers would be advantageous
- Experience of working with electronics, pneumatic and mechanical systems, and managing customer escalations from creation to resolution
- A track record of leading small technical teams
- Knowledge/understanding of maintaining pressure systems and transportable gases in a similar or scientific related industry would be advantageous
- Strong all-round communication and interpersonal skills.
THE COMPANY: Peak Scientific is a global leader in developing innovative gas generation solutions for analytical laboratories in a wide variety of industries including life sciences, biomedical, pharma, petrochemical and environmental. After over 20 years of sustained growth, Peak is well established as a dominant player in laboratory gas generation - a market which is estimated to be worth over £250m globally, and still growing. This success is a result of a continual focus on manufacturing cutting-edge products and in directly supporting customers across the world with industry-leading service and maintenance. With over 20 overseas offices across every continent and over 600 staff globally, Peak is one of Scotland’s manufacturing success stories of the past decade.
Peak Scientific is an equal opportunity employer and values diversity at our company. We give consideration for employment without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected classification.
The company is offering a competitive package and opportunities to develop within an expanding international company. We respect our colleagues, customers and suppliers and we offer freedom to act, to challenge the status quo but to also take responsibility. If you have what it takes to be part of Peak, click APPLY!