Our client east of Seattle is looking for a World Wide Service and Support Manager to join their management team. If you have a strong background in field service engineering and are interested in managing a team of Field Service Engineers then this could be the position for you.

Responsibilities:
• Build a world-class distributed (third party) service network.
• Manage worldwide service personnel and policies to achieve consistent high quality support worldwide.
• Servicing customers equipment in the field, expected to be a significant part of job. (~25% Travel)

• Create appropriate processes and enforce them.
• Work with Production and Test to ensure products are failure free upon shipment.
• Implement a feedback loop into Engineering on design failures.
• Work with Engineering on testing methods for products.
• Implement a standardized process for getting information and diagnostics.
• Use technology to improve remote diagnostics and customer support. Implement the use of social media to provide the ability to allow customers to self-support.
• Train co-workers, third party service personnel, and customers in technical and process areas.

Expertise required:
• Degree in Electrical, Mechanical or Software Engineering, BS required.
• Experience with highly integrated mechanical/software products is mandatory.
• Experience working on or servicing electronic assembly manufacturer’s lines is required.
• Ability to evaluate Service capabilities and determine how to most efficiently utilize them.
• Experience with service through a distributed (third party) network
• Ability to create a Worldwide Service Strategy.
• Experience working with Test and / or Engineering Departments.
• Ability to implement standardized processes for a Service Department.
• Experience providing creating measurements and reports on Service Departments.
• Past experience in creating training material and giving training to customers as well as co-workers.
• Experience in using social media for support purposes is helpful.
• Can show how has innovated in past positions.

Qualified candidates can apply online or directly to jobs@protingent.com.