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Manager Technical Assistance

Tennant Company is a recognized leader of the cleaning industry. Since 1870 we have been passionate about developing innovative and sustainable solutions that help our customers clean more spaces more effectively, addressing indoor and outdoor cleaning challenges. Our products include equipment for maintaining surfaces in industrial, commercial and outdoor environments; detergent-free and other sustainable cleaning technologies; cleaning tools and supplies; and coatings for protecting, repairing and upgrading surfaces. With more than $1B in revenue, Tennant Company operates in three geographic business units including the Americas, Europe, Middle East and Africa and Asia Pacific. Join the company committed to empowering our customers to create a cleaner, safer and healthier world with high-performance cleaning solutions that minimize waste, reduce costs, improve safety and further sustainability goals.

The North America Technical Assistance Center (TAC) Manager is focused on creating and managing a single point of contact TAC for Tennant North America.  Role will include implementing strategies and tactics for improving Customer Support (both Internal and External) with Product Support and Service Recommendations based on machine operation, age, remote data etc.  Additionally improving Service Efficiency; recognized through Margin Improvement, of our field Service Tech force is included.  Lastly, developing the overall strategy to use remote machine information (IRIS) to provide a value added service both internal and externally.

This position is all about creating an intellectual think tank and data repository for all machine operating data and provide value added support both inside and outside the organization.  It is also at the forefront of how Tennant will remotely assist and solve the latest robotic and IoT solutions that it is bringing to market.

The NA TAC Manager will interact with all Business Unit core leaders and managers to ensure overall operational effectiveness and that critical operating data is utilized to improve machine engineering and manufacturing quality. 

Specific Responsibilities: 

  • Provide strategic leadership to formulating and implementing a long term technical assistance support strategy and team; inclusive of Service, End Users, Marketing, Engineering, Manufacturing, Finance, and Warranty.
  • Actively drive an operational excellence culture by driving Service efficiencies and a customer-centric solutions-oriented culture.
  • Assist with North America growth initiatives through systems support. 
  • Be the subject matter expert for Tennant as it pertains to machine repair and warranty coverage.   
  • Foster strong relationships with Field Leaders in Service and Sales, Engineering Leaders, Manufacturing Leaders and Business Leaders to implement and manage the tactics.
  • Provide support and guidance to Tennant Service Managers, Service Techs, Sales, Distributor Partners, and End Users where appropriate.
  • In partnership with Marketing, Senior Area Service Managers and Business Managers, assist in the development of service solutions and strategic business alternatives which increase market penetration or expand into new markets that ultimately increase operating profit.
  • Involved in evaluating new & existing strategic service business & portfolio management.
  • Involved in development of analytical framework for new service channel evaluation and viability.
  • Directly involved with marketing team as service liaison to ensure service program profitability. 
  • Assist in developing analytical framework for new service channel evaluation and viability (New Product Development stage gate process).
  • Exhibit strong organization, prioritization and time management skills.
  • High level of initiative and results-orientation.
  • Maintain awareness of all processes related to the assigned areas of responsibility and identify continuous improvement opportunities.
  • Displays a solid business acumen based on analytics and past experience
                                       
    Minimum Qualifications and Skills:
  • Bachelor’s degree in business, engineer, or related and 8+ years of experience.
  • Strong knowledge of service delivery models and supporting business processes.
  • Ability to understand data trends and skilled in communicating supporting rationale for change.
  • Proven ability to interact and influence internal and external customers.
  • Ability to identify future trends within the information analyzed and service support business.
  • Financial analysis and solid business skills to be able to recognize opportunities and recommend new programs.
  • Effective communication and interpersonal skills.
  • Actively drive business change leveraging change management tools.

 

Let us introduce you to Tennant Company. We’re everywhere. In your sports clubs, shopping malls, office buildings, parking lots. We make things that make things look like new. We bring new cleaning ideas to market. There is new dirt every day and our machines clean it up. With manufacturing operations and sales, service and support functions across globe, your journey at Tennant can take you places you never expected. If you want to get your hands dirty on a project, step up with your own ideas, or maybe even explore talents you never knew you had, Tennant Company is a place where that can happen. Because at Tennant, we like to think like new. Begin your journey with us. Let's reinvent how the world cleans.

 

Equal Opportunity Employer

Tennant Company is an equal opportunity employer. Employment decisions are made on the basis of individual skill, ability, reliability, productivity, and other factors important to performance. We do not discriminate on the basis of race, color, creed, religion, sex, national origin, physical or mental disability, age, veteran status, pregnancy, sexual orientation, genetic information, gender identity, or any other basis protected by state or federal law or local ordinance.

 


Nearest Major Market: Minneapolis

Job Segment: Information Technology, IT Manager, Outside Sales, Manager, Marketing Manager, Technology, Sales, Management, Marketing

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