Team Leader, Technical Services
Hypertherm

Job Info

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Hypertherm is seeking a Team Leader, Technical Services for our Kent, Washington location. The ideal candidate will have the ability to help shape the Technical Services function from the bottom up and working with our teams you will create what success will look like for our Waterjet business.

As a 100% Associate-owned, global leader in providing advanced industrial cutting solutions, Hypertherm offers a collaborative work environment while promoting empowerment and a positive work-life balance.

If this sounds like an exciting opportunity, here are some other ways you'll help positively impact our business as a Team Leader, Technical Services.

A Team Leader, Technical Service ensures operational excellence by driving productivity in the delivery of technical service to customers, building organizational capability and maintaining high standards for technical service knowledge and performance in a multi-technology environment. The position also holds responsibility for driving continuous improvements in safety, process, quality, service delivery, and cost performance. The Team Leader drives team's progress towards goal achievement and provides leadership, mentorship and coaching to Technical Service Team associates while supporting a culture of continuous improvement and customer service excellence and has a primary accountability for the following functions:

• Provides operational leadership for a Technical Service engineering team consisting of associates in local and remote locations, including associate selection, training, coaching, development, conflict resolution, planning, performance management and recognition. Fosters a positive climate and safe working environment for local and remote associates to promote associate well-being and team effectiveness across the leader's own region and with other Global Service organizations.
• As team leader, acts as an advisor and subject matter expert for technical service processes and systems as well as an internal resource for collaboration with other regional service engineers. Advises and assists the team during new process and product implementation to avoid risk and mitigate impact on Technical Service operations and service delivery.
• Participates in development and tracking of policy deployment for direct team. Leads the Root Cause Counter Measure process for direct team's area of responsibility.
• Evaluates the team's technical service capacity (i.e., people and time) against service forecast needs and balances resources against demand to ensure capacity is available to meet C/customer technical service demand across multiple areas as required: Phone support, Field support, C/customer training and communication, Channel Partner application and Service Support, Documentation, Mentorship, IS/PC capability, and Warranty and RMA Support.
• Serves as the focal point for communication when a technical issue reaches a level requiring succinct and single-point oversight. Gathers information and reports to relevant leaders in service, sales, and at critical customer accounts on issue progress to drive resolution.
• Participates in the development of regional technical service strategy including Long Range Planning and Annual Operating Plan. As an input to strategic planning the Team Leader is expected to conduct capacity analysis and business case documentation to meet needs of evolving technology and market dynamics.
• Collaborates with other technical service team leaders to ensure the team's training, development plans, and communication supports alignment with global and regional initiatives and standard work. Seeks alignment with other teams (e.g., Regional Sales, Regional Marketing, Global Technical Service, etc) to find best path to conflict resolution and continuous improvement.
• Oversees and works to align and strengthen internal service, cross-team, cross-region, and external business relationships impacting customer-focused technical service delivery.
• Identifies, prioritizes, leads, and supports completion of continuous improvement initiatives in safety, technical service delivery, technical knowledge growth, communication tools, and metrics to support global best-in-class service standards, lean and efficient operating practices, and enhance customer experience.

Who you are and the experience you will bring:

• BS in Electrical Engineering, Computer Science or related degree or equivalent combination of education and experience.
• 5+ years in Technical Service Engineering, 2+ years of formal or informal leadership
• Extensive customer service knowledge and experience.
• Project management skills: Experience planning, organizing, and managing resources to successfully complete projects.
• Strong technical background in electrical/mechanical/software
• Ability to multi-task and manage several responsibilities simultaneously.
• Ability to prioritize and manage time effectively.
• Excellent customer service skills and focus on the customer.
• Professional communication (written, verbal, and presentation).
• Ability to successfully resolve and manage conflict.
• Ability for sound, autonomous decision-making.
• Demonstrated high level of performance accountability.
• Conflict management and resolution.

Preferred experience to differentiate you:

• 7+ years of experience in technical or service-related field.
• 5+ years of leadership experience
• Data analysis and Lean Six Sigma certification

Location: Kent, WA

Travel: 15-25%

Why join Hypertherm?

• Collaborative, 100% employee-owned culture
• Profit-Sharing and Employee Stock Ownership (ESOP)
• Paid Community Service Time
• Strong commitment to Environmental Stewardship
• Stable, growing organization with a no-layoff philosophy

Hypertherm is proud to be an Equal Opportunity Employer and we welcome all applications. All employment decisions are based on business need, job requirements and our values as an associate-owned company without regard to race, color, religion, gender, sexual orientation, gender identity, age, national origin, disability, or veteran status, or any other characteristic protected by federal, state, or local laws.

CURRENT ASSOCIATES OR TEMPORARY ASSOCIATES: Please apply via your internal Workday career account.

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