Technical Services Manager

Job Description

Who Are We:
Brady Corporation is an international manufacturer and marketer of complete solutions that identify and protect people, products and places. Brady's products help customers increase safety, security, productivity and performance and include high-performance labels, signs, safety devices, printing systems and software. Founded in 1914, the Company has a diverse customer base in electronics, telecommunications, manufacturing, electrical, construction, medical, aerospace and a variety of other industries. Brady is headquartered in Milwaukee, Wisconsin and as of July 31, 2021, employed approximately 5,700 people in its worldwide businesses. Brady's fiscal 2021 sales were approximately $1.14 billion. Brady stock trades on the New York Stock Exchange under the symbol BRC. More information is available on the Internet at www.bradyid.com.

What We Need:
Brady Corporation is seeking a Technical Services Manager who will direct and enable staff to address and resolve product use inquiries and problems, perform equipment repairs, deliver reliable and consistent support to meet customer needs, achieve business and team objectives, maintain technical product acumen and attain goals and forecasts. The Technical Services Manager directs the effort to collect and drive product use data into various parts of the organization and enable the organization to expand its market share by leveraging and responding to the post-sale support experience of customers. This position manages individual performance and professional development for approximately 20 direct reports including coaching, development, performance, and progressive disciplinary actions as needed. As a leader, this role drives continuous improvement efforts and the delivery of a best in class customer experience while upholding organizational policies and procedures and setting general direction for team creating and encouraging a work environment consistent with Brady values and competencies.

What You'll Be Doing:

• Responsible for team performance, development and attainment of all KPI results
• Understand customer needs and expectations to enable support and mitigate challenges
• Adapt plans and priorities to address resource and operational challenges
• Ensure timely customer follow up and resolution to all inquires and challenges
• Proactively prevent issues by anticipating concerns and identifying broader implications
• Conduct problem solving and resolution in common day to day operations
• Identify process gaps and lead ongoing process and service improvements
• Manage all call, email and quality monitoring systems
• Responsible for successful hiring and on boarding new employees
• Ensures all technical support references and systems are kept up to date and team is well informed about product applications, changes, new products and known defects
• Strategically utilize and develop procedures and processes to meet business objectives
• Performs advanced and diversified assignments
• Run and analyze department reporting to ensure integrity, monitor performance and direct corrective actions
• Ensure timely product-related VOC is accurately collected, documented and provided to key stakeholders
• Manage inventory of repair parts, stock requirements, and loaner and shipping materials
• Actively collaborate across departments to identify and monitor product issues, drive issue resolution and direct efforts to improve functional processes and outcomes
• Recommend, implement, and communicate changes/solutions to systems, policies, or processes.
• Maintain all compliance standards for SOX, ISO, PCI, and AS9100 and participate in audits
• Conduct standard work auditing to ensure adherence and coach to opportunities
• Responsible for writing and delivering performance reviews and recommending pay increases
• Maintain an environment where team is prepared to introduce product features and benefits and consistently demonstrate awareness to drive product upgrades and sales leads

Required Knowledge, Skills Abilities:

• Associates degree and 2 years leadership experience
• Strong professional verbal, written, and interpersonal communication skills
• Developed knowledge and skills through formal training or considerable work experience
• Ability to deal with ambiguity and work autonomously
• Ability to build effective teams
• Effective time management and organizational skills
• Ability to work under pressure and make decisions autonomously
• Ability to work with all levels of the organization
• Ability to multi-task, meet/exceed deadlines, and execute project ownership
• Strong attention to detail in a highly dynamic and changing environment
• Ability to develop others through a variety of methods
• Presentation skills and ability to facilitate discussions in a large group setting
• Ability to optimize work processes by identifying and driving departmental strategic initiatives
• Ability to lead a high visibility, cross-functional project
• Self-aware of own strengths and opportunities and takes ownership of individual development
• Ability to think critically to understand how problems impact all areas of the organization
• Understands different learning styles and the need to adapt communication/style

What You'll Need To Be Successful:

• Bachelor's degree
• Experience driving team metric performance
• Experience in continuous improvement methods
• Experience driving process improvement and documentation
• Experience working with Salesforce and SAP
• Knowledge of Windows Operating Systems and current technologies
• Experience with 5S Lean, Six Sigma, and/or kaizen principles

Benefits:

• Complete insurance coverage starting on first day of employment - medical, dental, vision, life
• 401(k) with company match
• Tuition reimbursement
• Bonus opportunity
• Vacation and Holiday pay

Position Reports To: Customer Operations Director