Position Summary: Partner with Team Leader(s) to make our customers successful by embracing AJA’s Vision to meet team goals/objectives. Leads Customer Service and Technical Service teams to successfully achieve strategic and daily goals and objectives through efficient processes and procedures.

Essential Role Responsibilities:
•Oversees the Customer Service and Technical Service Teams’ operational strategies and sets standards of performance for each department.
•Partners with internal team to streamline processes and improve customer satisfaction.
•Sales and Marketing Initiative(s) to increase revenue streams to include but not limited to: development and management of sustainable solutions for Authorized Service Agencies/Customer through personal interaction, eCommerce (web development) and trade shows
•Attend Sales and marketing activities such trade show, customer meetings, workshop shows, etc.
•Partner with Carol Stream team to communicate all relevant concerns, i.e. Pricing, Warranty, Equipment and customer issues.
•Partner with Operation and Quality Assurance team to document, analyze, and determine root cause to full resolution for improved product quality
•Approve warranty claims and analyze warranty trends
•Create warranty reports and organize regularly warranty meetings
•Perform technical training for domestic or oversea Authorized Service Agencies (ASA) and End users
•Develop, manage and audit Authorized Service Agencies (ASA) to ensure their good performance and quick respond to the market.
•Support escalated Customer complaints and provide solutions
•Partner with engineering team to perform equipment/ part field tests and collect necessary data.
•Ensure Customer satisfaction by collecting feedback and suggestions, then implement improvements with internal team accordingly.
•Partner with Sales team to resolve customer issues or questions
•Ensure effective communication is maintained with all team leaders/members, and the enforcement of safety policies and procedures
•Develop and manage department team members, enforce accountability model
•Team members performance assessment and department goal and IDPs set up
•Performs other related duties as assigned by Team Leader(s)

Essential Skills & Role Qualifications
•Excellent organizational, interpersonal, and communication skills
•Action/ detail oriented, strong leadership, and drive for results
•Must be able to accurately identify production issues and prepare remediation plans and provide solutions for correction
•Knowledge of production/quality standards, and assembly procedures/processes
•Must work well independently, make sound business decisions, ability to recognize individual performance related issues and correct
•Must able to work in a team and multi-task environment, perform required routine tasks, and be self-motivated
•Knowledge of Microsoft Office, MRP Systems, and QAD (Preferred)

Essential Education & Experience:
•Bachelor’s Degree in Electrical, Industrial Engineering, and/or other related Business field
•7-10 years Technical service and Customer service working experience in manufacturing industry

美国安通纳斯作为行业的领跑者，始终致力于为客户提供餐饮服务和水过滤器设备个性化解决方案的全球制造商。安通纳斯成立于1955年，专营Cooking Equipment 餐饮服务设备、Water Filtration 水过滤器设备和 Antunes Controls 电子控制和燃气压力开关,为全美超过90%的快餐品牌供应烹饪设备。
安通纳斯设备制造（苏州）有限公司是美国安通纳斯公司在中国设立的独资公司，苏州公司成立于2003年，主要从事产品制造，销售及提供客户技术服务。作为全球主要快餐品牌的合作伙伴，我们长期为客户提供创新的产品，卓越的品质和个性化服务。
公司理念：我们的存在是为了让我们的客户更加成功！
我们的核心价值观：诚信、人员、卓越、热情、家庭！
公司致力于员工的培训和发展，为员工提供良好的工作环境、健全的管理体制、展示个人才能的舞台及具有竞争力的薪酬福利待遇。
我们真诚期待您的加入！
公司网址：www.antunes.com
公司地址：苏州高新区嵩山路89号狮山工业廊2号厂房