Technical Solutions Manager
Nilfisk-Advance Group - Plymouth, MN

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Introduction & Job Description

The Americas Technical Solutions Manager (TSM) is primarily responsible for being the liaison between the sales companies in the Americas (6 in total) and the quality team responsible for assuring reliability of the products sold by the sales companies. The TSM assures quality issues are voiced and prioritized with the Quality Team and once solutions also assures the communications for the sales companies and their customers are sufficient to assure customer satisfaction. A strong quality orientation and exceptional communication skills are a must for success in this position. Primary responsibilities:

1. Understand Quality Needs

· Monitor Americas Technical Field Requests for field failures in the Americas

· Conduct regular meetings with sales companies to fully understand issues and urgency of field failures

· Work cross functionally to assure customer quality needs are met with acceptable timing and solutions that assure customer satisfaction

· Become a voice in assuring quality expectations are set appropriately with new product development projects

· Understand how poor quality negatively effects sales

2. Communications

· Communicate Sales Company quality needs and priorities to Global Quality Team

· Participate in Global QAT (Quality Action Team) meetings

· Serve as the customer’s voice in assuring solutions are acceptable to customers

· Present solutions to sales companies in appropriate form – from informal to formal (Technical Service Bulletins)

· Provide technical support to Americas Sales Companies on topics where they lack technical depth

3. Service Training

· Assist Service Training in hosting Service Training schools for external customers (dealer technicians) and internal technicians

· Includes but is not limited to training on commercial products, industrial products and sanders

4. Service Manuals

· Understand needs of technical service teams in Americas

· Along with Service Training Developer, help to deliver Service Manuals for all new products produced by the Americas product companies.


Education: Bachelor’s degree in Engineering, Marketing, Business Administration, or related fields Experience: 4+ years’ experience directly related to the duties and responsibilities specified; industry knowledge is a plus.

Knowledge & personal attributes:

· Strong leadership skills and ability to interact with all functional areas and all organizational levels

· Customer-centric mindset/focus

· Excellent oral and written communication skills

· Strong mechanical/electrical/technical aptitude

· Strong math and analytical skills - objective, facts-oriented, analytic and systematic

· Ability to plan, organize, and manage multiple tasks independently

· Ability to analyze problems and solve work related issues across functional areas

· Ability and desire to provide training to a wide variety of audiences

· Must be willing to travel up to 15%, including international

· Fluency in Spanish is highly desirable

Computer skills:

· Proficiency in use of Microsoft Suite –daily use

· High proficiency of MS Excel –daily use

· Working knowledge of ERP systems, such as BAAN

· Ability to learn new software