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Hillenbrand · 3 months ago

Technical Service Lead

Coperion

Full-time

Onsite

Mid, Senior Level

Hillenbrand is a global industrial company providing mission-critical processing equipment and solutions. They are seeking a Technical Service Lead to manage field service operations, prioritize customer service requests, and oversee Aftermarket Service activities while ensuring high-quality service delivery.

Industrial AutomationManagement ConsultingManufacturing

Responsibilities

Organize and manage all travel arrangements for technicians (hotels, flights, car rentals, entry letters)

Schedule commissioning, drop-in, and courtesy visits to customers

Approve and coordinate technician’s time off and maintain the shared calendar for service visits, in-house testing, and leave

Plan and organize technical trips to various regions

Conduct payroll audits and monitor ship dates for customer care sales orders

Support and assist Field Service Engineers during service activities to ensure smooth operations and high-quality service delivery

Prioritize customer service requests and provide quotes for technician visits

Create sales orders for trips and parts, and process payments

Support proactive selling strategies and maintain Standard Operating Procedures (SOPs)

Oversee Aftermarket Service activities with a small team reporting to the Lead

Complete all required RAMs

Ensure the correct tooling and parts are on site for each job

In the event of a resource shortage, complete the field activity

Develop, implement, and measure departmental metrics and KPIs

Organize and lead briefings and debriefings for the service team

Qualification

Field Service ManagementCustomer Relationship ManagementTechnical QualificationERP SoftwareCRM SoftwareMultitaskingSales ExperienceMS OfficeFluent in EnglishOrganizational SkillsCommunication Skills