Manager Technical Support

MAJOR FUNCTION:

Manages the Technical Support Engineering Department in providing technical assistance to customers, potential customers, sales, distributors, manufacturer representatives, etc.

COMPETENCIES:

1. Plan and establish technical service objectives.
2. Design or select and maintain the critical information on products and services.
3. Manage and guide the technical service staff.
4. Maintain the quality, quantity, and timeliness of answers to customer questions or problems.
5. Assist in preparation of capital and operating expense budgets.
6. Establish dialogues with field groups.
7. Analyze and review the field service data and report on the results of equipment and service problems.
8. Collaborate with the quality, sales, and marketing personnel and provide technical information for recommending changes and predicting performance.
9. Develop and maintain technical contact with the customers.

10.  Insure the timely issuance of technical service reports and the proper dissemination of information.

11.  Provides technical service training to dealers and customers as needed.

12.  Assist in developing service videos for use by dealers and end users.

13.  Submit equipment design/configuration modification suggestions that enhance product serviceability.

14.  Provide training and technical support to staff.  Monitors skill levels and identifies training needs. Audit their level of service and documentation. Develop and deliver on-the-job training programs as the team leader to enhance their existing skills or teach new skills. Develop methods to assess the success of training thereafter to determine its effectiveness.

15.  Establishes and maintains effective practices and procedures for employees regarding safety, training, good housekeeping, and discipline in accordance to applicable local, state, and federal laws and regulations as well as TOTO policies and procedures.

16.  Reviews Customer Satisfaction Results and take actions as necessary to increase satisfaction rating.  Actions may include:  provide training and/or modify a procedure

17.  Ensures that all documentation and procedures are maintained in regards to ISO policies relating to Environment Management System and Quality Management System.

ADDITIONAL RESPONSIBILITIES:

1. Talk with attorneys to ensure they understand the technical knowledge of the case and cause of failure.  Work to arrange any product testing, photos, videos or documentation necessary for defense of claims.
2. Document all communications whether electronic, verbal or paper and file in appropriate folders.  Maintain evidence on all cases until such evidence is no longer needed.
3. Process all claims of property damage in amounts predetermined by TOTO USA, Inc. Submit claims to accounting. 
4. Obtain liability release on damages predetermined by TOTO USA, Inc.  
5. Act as the liaison between insurance company, DE, and legal departments for all claims in amounts predetermined by TOTO USA, Inc.
6. Performs other duties as assigned.
   
   
   
   DIMENSIONS:
   
   
   Manages and provides technical assistance to Domestic, Canada, and Latin America customer base.
   RELATIONSHIPS AND CONTACTS:
   
   
   Daily contact with technical engineering staff, architects, civil and mechanical engineers, designers, contractors, plumbers, field sales, etc. Frequent contact with quality engineering, R & D engineering and plant engineering.

Job Requirements

SPECIFICATIONS:

Bachelor's degree in engineering or management. Graduate degree preferred.  Require five (5) years of technical engineering experience as well as one (3) year or more of managerial experience. Excellent organizational, interpersonal, verbal and written communication skills are essential. Must be proficient in Microsoft Word, Excel, Access and PowerPoint. Experience with customer call center and customer relationship management software such as SalesForce. Experience developing call center queues, developing product support knowledge bases, scheduling remote employees and product service calls and handling customer complaint escalations. Must also be willing to travel.

SUPERVISORY:

Manages ten (10) or more Technical Support Representatives.

About TOTO:

TOTO USA is headquarters for the Americas Division of the TOTO Global Group, which was established in 1917 with the founding of TOTO, Ltd., in Kitakyushu, Japan. TOTO is the world’s largest manufacturer of bathroom fixtures and fittings with $5.1 billion dollars in annual sales. For nearly 100 years, TOTO has been the recognized leader in innovation, performance, and design in products that enhance the luxury bathroom experience. Today, the company maintains 23,500 employees in 69 offices around the world and owns manufacturing facilities in Japan, the US, Mexico, China, and Europe with an affiliated network of more than 80 production facilities worldwide. With more than 1,500 engineers on staff and three centers devoted to research and development, TOTO is dedicated to engineering products that respect the environment while meeting people's needs for comfort, beauty, and performance. TOTO’s corporate philosophy – People-First Innovation – is the guiding principle for all the company’s processes, from engineering and design to manufacturing and sales. Consumers enjoy the peace of mind that comes from knowing they purchased a world-class brand that innovates to improve people’s quality of life. Winner of numerous domestic and international awards and recognitions, TOTO is the only plumbing manufacturer honored as Water Efficiency Leader by the Environmental Protection Agency. The company continues to raise industry standards and consumer expectations as to what is possible in the bathroom, as TOTO believes a high-quality bathroom is an experience and an everyday luxury people value and appreciate.

For more information, consumers may visit www.totousa.com or call 1.888.295.8134, Option 5. Follow TOTO on Twitter (@TOTOUSA) and become a TOTO fan on Facebook

Company Overview

TOTO is the world's largest plumbing products manufacturer. We offer a complete line of commercial and decorative plumbing fixtures and fittings, faucets, accessories, shower and flush valves, as well as lavatories, toilets, Air Baths and urinals. More than 1,500 TOTO engineers and their colleagues are committed to achieving the seamless integration of performance, conservation, technology, and innovation.

For over 90 years, we have been producing superbly designed, high performance lifestyle enhancing plumbing products for residential bathrooms and commercial restrooms. While we understand our customers want products that have great design, we concentrate on creating a more enjoyable bathroom experience through products that infuse sophisticated style with substance, optimize water conservation and provide consistent, exceptional performance.