• Direct the FST equipment installation process to ensure timely and quality performance • Work with FST and Technical Advisor Group to provide resolution to escalated customer problems • Manage daily activities of assigned customer support group • Develop strong working relationships with internal and external customers • Provide problem resolution to customers on escalated product issues • Interact with sales personnel to ensure technical services and support are properly delivered and all billing is clearly understood • Direct skill set training for technicians to ensure that support is delivered at a high level • Complete and submit service activity reports and paperwork timely to the appropriate group/department • Communicate product issues to the Technical Advisor Group so they can be escalated to the manufacturer • Participate in the interviewing, hiring, and performance management process for assigned FST’s • Provide Sales assistance in demos and/or customer visits • Attend training classes for product updates and new products • Monitor critical accounts to accomplish quick and effective problem resolution • Monitor weekly, monthly and annual reports and direct FST actions based on reported data • Perform related duties as assigned by manager