Technical Service Manager Position Available In Sarasota, Florida

Job Description:

POSITION SUMMARY

The Technical Service Manager will beresponsible for managing incoming inquiries related to technicalsupport, parts, customer relations, service, and warranty claimsfor all CM Shredders equipment. This role requires a proactive,solutions-oriented professional who will take full ownership ofcustomer issues—ensuring resolution is delivered both internallyand to the client’s satisfaction in a timely manner. The individualwill also provide guidance and support to the customer service andservice technician teams, while actively identifying opportunitiesto grow after-sales revenue through upselling of parts, serviceagreements, and value-added upgrades. Coordination of freightlogistics and preparation of all associated shipping documents forreplacement parts and field service requirements are also integralto the role.

QUALIFICATIONS

Education A formal degree is notrequired; however, an educational background inindustrial/mechanical engineering or a technical institute isstrongly preferred. Experience Minimum 5 years of experience intechnical service and/or customer service in the industrialequipment sector, with a strong track record of direct customerengagement and troubleshooting.

DUTIES & RESPONSIBILITIES

Overseeequipment installations and critical orders to ensure timelydelivery and customer satisfaction. Diagnose technical issues,evaluate root causes, and identify recurring trends to improveservice efficiency. Deliver responsive, knowledgeable technicalsupport by phone for all equipment and customer inquiries. Managefreight logistics and ensure accurate shipping documentation forparts and service. Coordinate the preparation, verification, andexecution of shipping documents for replacement parts and fieldservice materials. Present and discuss service contract options andrenewals with customers to align with their operational needs andexpectations. Proactively pursue sales opportunities throughoutbound calls and prepare quotations for parts replacements andservice work. Build strong customer relationships through effectivecommunication and problem-solving. Support continuous improvementto enhance service quality and customer experience. Supplycustomers with required technical documents including drawings,BOMs, manuals, service bulletins, and technical updates. Owncustomer issues through to full resolution and satisfaction.

Process Return Material Authorizations (RMAs) and resolvediscrepancies related to order entry and billing. Oversee thescheduling and execution of preventative maintenance programs andrelated service activities. Schedule field visits to assess needsand drive parts and service sales. Actively promote spare parts,retrofit kits, and other value-added programs to drive after-salesrevenue. Represent the service department in cross-functionalproject 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 tocustomer sites for diagnostics, support, and relationshipmanagement when required.

SPECIFIC SKILL ABILITY AND KNOWLEDGE

Must have excellent communications and time management skills.

Previous experience in machining, fabrication and or welding isdesired Ability to use and understand precision measuring equipmentincluding micrometers and calipers is desired. Five years ofCustomer Service positions involving technical support withindustrial equipment. Possess the ability to function effectivelyin a dynamic service-oriented environment. Basic understanding ofcontrol theory and logic helpful but specifically required.

Proficient in MS Office Suite. Experience with order enter andorder tracking through ERP/MRP systems is required. Must possess astrong technical aptitude or technical background. Must be able toreview and interpret engineering and mechanical drawings and othertechnical documentation.

What We Offer:

A Comprehensive BenefitsPackage that includes: Medical/Dental/Vision – with HSA (companyprovides yearly funding) Individual or Family Plans are availableat affordable bi-weekly rates. Company paid long & short-termdisability. 401K with competitive company match PTO Company PaidLife Insurance CM Shredders is an Equal Opportunity Employer.

Qualified candidates will be considered without regard to race,color, religion, sex, sexual orientation, gender identity, nationalorigin, disability, or status as a protected veteran.