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Location

Coppell, TX | United States

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Job description

The Company

Join an award-winning company recognized globally for innovation and rethinking the conventional. tna are an innovative and successful integrated packaging & processing solutions company with thousands of installed systems across 120+ countries. tna design and manufacture high-speed packaging, distribution, and process equipment for the food industry.


Click on to learn more about the organisation.

About the Role

This Position will be based in Dallas, Texas office and will be reporting to After Market - Technical Services Manager.

This position is responsible for managing technical assistance to customers and technical training to customers and the technical team. Managing both functions include providing technical assistance and support related to tna machinery, hardware, or software.

Key Responsibilities

• First point of contact for Helpdesk Technical Support for customers and engineers responding promptly to customers' requests and promoting good customer relations
• Maintains detailed customer and incident records and resolutions in the call tracking system regarding each service/support call.
• Recommend equipment upgrades & support agreements to reduce user problems.
• Follow up with customers to ensure issue has been fully resolved.
• Interact with projects, sales, and aftermarket teams to improve overall customer satisfaction.
• Manages the deployment of technical training programs and materials to customers and technical support team including training materials, hands-on exercises and training evaluations for in-person, on-line and virtual training.
• Schedules appropriate field resources in D365 Field Service portal and communicates the schedule with the customer.
• Completes the field service call feedback in D365 Field Service portal, to close the case/work order, and progresses the field service report to be shared with the customer, and for the works to be invoiced by finance.
• Escalates unresolved cases/work-orders to the Technical Help Desk Manager at the earliest and monitors the case/work-order till closure.

Qualifications and Experience

• Minimum of 10 years of service experience with a broad technical background of electronic and mechanical equipment
• Sales negotiation and management success, with proven results of consistently exceeding targets
• Exposure to the manufacturing (specifically food and packaging) industry is advantageous.

Skills & Abilities

• Superior communication (speaking & listening), negotiation and influencing skills & abilities.
• Able to build strong relationships, and deal with and resolve conflict.
• Proven ability to drive the sales process from plan to close.
• Able to use CRM / ERP tools to track milestones and outcomes.
• Proficient in Microsoft Outlook, Word, Excel and spreadsheets
• Bilingual with English language proficiency, written and verbal (if applicable)

Why work with us?

• Egalitarian company structure which e.g (empowers employees and nurtures leaders)
• Potential International mobility opportunity (depending on vacancies)
• Professional and career development benefits and education investment
• Discretionary bonus scheme rewarding individuals for performance.
• Birthday leave.
• Volunteering opportunities with the Nadia and Alf Taylor Foundation
• Recognition program linked to health and lifestyle benefits.
• A company that truly values diversity

If you are a highly motivated and a driven individual, then apply now by emailing your resume to [email protected]

You must have an eligible work visa for USA to apply for this position.

Please note that only shortlisted candidates will be contacted. At this stage, we are not considering introductions from agencies.

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Salary