Location: Gurnee - Head Office, United States
Job Title: DP Technical Support Manager
Compensation: $108,000 - $142,000 (based on qualifications)
Position Summary
This position is responsible for working closely with the Account Managers and Regional Service Managers and building a high performing team. This position is also responsible for establishing the technical support team as a world-class industry-leading asset to Domino.
Location
Hybrid - Gurnee, IL
Main Responsibilities/Essential Functions Work closely with the Service and Support Director and other senior managers to develop strategy for the technical support function with a focus on improving the customer experience.Drive a commitment and actions to continually improve the customer experience with an overriding goal of maximizing customer up-time.Lead the customer training program including hands-on training, remote training, support videos and other training materials to help customers get the best from the equipment and, where appropriate, as self-sufficient as possible.Manage the field service dispatch function with the objective to optimize response time and technician utilization while minimizing travel cost.Lead the Technical Help Desk and management of the local escalation of technical issues using local and UK resources.Utilize traditional tools and develop new ones, such as statistical analysis and AI assistance, to improve efficiency and effectiveness of team processes and that enhance the customer experience.Identify changing customer support requirements through analysis of trends, failure modes, and support call content and develop strategies for improvement.Train all service and support staff on ServiceMax and ensuring ServiceMax processes are followed.Oversee performance, development and adoption of common processes in service as part of DP service and support strategy.Create an employee-centric environment which drives productivity. Provide regular, candid feedback to own team members, establishing clear development plans (Scorecard).Establish KPIs to measure team performance, to manage within Opex budget and actively work to minimize waste and improve overall profit for the business and develop a culture of continuous improvement from the results.Work closely with the Regional Service Managers and Account Managers as well as TSG level 2 and Group Service.Improve service profitability through revenue generation efforts (selling training, service agreements and other billable services) as well as implementing efficiencies and appropriate cost controls.Support the introduction of new products, managing implementation within the support organization. Supervisory Responsibilities
Oversees the daily workflow of the department as a whole.
What You Need Education & Experience Technical degree requiredAt least 3 years of leadership experience in a service roleAt least 2 years of experience in an industrial or technology company requiredAbility to travel Skills & Knowledge Excellent Communication SkillsAble to work with different levels of employees/customersExcellent time management skills with a proven ability to meet deadlinesStrong knowledge of Microsoft Office – Excel; PowerPoint and WordStrong analytical and problem-solving skillsAbility to prioritize tasks and ask for help when necessary Physical Demands Sedentary work. Sedentary work involves exerting no more than 10 pounds of force at a time and occasionally lifting or carrying articles like docket files, ledgers, and small tools. A certain amount of walking and standing may be necessary in carrying out job duties. Health & Safety Concerns General Office Environment About Domino
Also known as Domino Amjet, Domino North America is the US and Canadian division of Domino Printing Sciences - a global expert in industrial printers. Specializing in digital printing presses as well as traceability solutions for sectors as diverse as food, beverage, life sciences, packaging, cleaning, personal care, building and construction. Our technology prints onto products you encounter every single day from beverage cans to household goods, to industrial glass to the cardboard boxes they were shipped in - and everything in between.
Domino Amjet is the leader in Digital Printing with our innovative state of the art Inkjet Digital Printing technology and customer focused mission. The Domino Difference is how we set ourselves apart from the competition. Founded in 1978, the Domino Group operates through a global network of 25 subsidiary offices and more than 200 distributors, in over 120 countries employing over 2,600 people worldwide with manufacturing facilities situated in UK, China, Germany, India, Sweden and USA. Domino North America is proud to be part of the Top 15 best Places to Work in Illinois in 2023 and our eNPS (Employee Net Promoter Score) is consistently above 50. We invite you to visit Domino Printing to learn more about "The Domino Difference"!
Company Benefits 3 medical plans, Traditional PPO, Value PPO and High Deductible Health Plan with a Health Savings AccountFlexible Spending AccountsDental and Vision PlansCompany paid Life and AD&D Insurance, short-term and long-term disability insurance.Voluntary life and AD&D insurance for employees and eligible dependents401(k) Retirement Plan with generous employer matchVoluntary benefits such as pet insurance, legal assistance and AflacVacation, Sick Days, Floating Holidays and Company HolidaysAnnual BonusSummer Friday Program that runs from May to October*Company closure between Christmas and New Years*Hybrid or fully remote work schedules* *Please note, due to business needs these programs may not be available for all positions
U.S. Equal Employment Opportunity
Domino Amjet provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
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