About the Job:
The Service Manager is the primary point of contact for customers and is responsible for ensuring resolution of customers issues that may arise following the sale and completion of projects. The role will lead customer-facing, field product and internal customer support including installation, start-up support, warranty, and customer paid service. This position plays a vital role in creating long-term customer relationships, acting as a bridge between customers, products, and internal teams. The Service Manager will develop a service structure and processes with leadership the meet company objectives and ensure optimal customer satisfaction.
PRIMARY RESPONSIBILITIES:
- Develop, lead, and motivate the installation and service teams.
- Ensure the organization is staffed and managed appropriately to effectively execute work and meet project schedules; identifying required skills, skill gaps, and required training, recruiting, onboarding, performance management, and overall employee experience.
- Participate in the development of installation specifications and commissioning plans.
- Plan and execute the installation, commissioning, and testing of new projects, working closely with Project Managers.
- Develop and administer customer support software, providing after sales support and issue resolution using a tiered service model, providing oversight of service ticket progress to ensure customer timelines and expectations are met.
- Manage field resource planning and schedule to support activities including installation, repair, preventive maintenance, and upgrades, providing oversight of service ticket progress to ensure customer timelines and expectations are met.
- Maintain and enhance a strong customer service-oriented team environment focused on problem prediction, detection, and resolution, timely resolution of customer issues, planning and support of installation and start-up of projects, warranty support, delivery of service products including preventive maintenance, etc.
- Develop and maintain a functional database of equipment history and customer issues, gathering and reporting on trends (product complaints, performance issues, etc.) based on data/reports and ensure information is incorporated into future product and service offerings.
- Identify repetitive failures and work with engineering to develop solutions to them, and all other problems that adversely affect MSI equipment and system performance.
- Perform periodic field assessments that deliver focused sustainable action plans to ensure that our equipment is functioning as designed to deliver uncompromising quality.
- Develop, implement, and continuously improve process documentation for the installation and service teams.
- Identify cost reduction opportunities to achieve financial goals.
- Lead, implement and promote a culture of respect, integrity, and accountability.
- Prepare and manage departmental budgets.
- Perform other duties as assigned.
Preferred Qualifications, Education, Skills:
- Bachelor’s degree in Electrical or Mechanical Engineering, or Associates Degree equivalent from a two-year college or technical school, or 5-7 years of progressive related experience, or a combination of education and experience.
- Knowledge of processors, electronic equipment, and computer hardware and software, including applications and programming.
- Knowledge of programming software such as Allen Bradley PLC, HMI, and Servo programming.
- Ability to read and interpret electrical schematics, mechanical drawings, customer specifications, and safety regulations.
- Knowledge of processors, electronic equipment, and computer hardware and software, including applications and programming.
- Knowledge of machines and tools, including their designs, uses, repair, and maintenance.
- Solid mathematical skills including algebra, geometry, statistics, and their applications.
- Must have the ability to multi-task and prioritize.
- Must have effective communication skills and the ability to work collaboratively in a highly dynamic environment.
Marchant Schmidt is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.
If, because of a medical condition or disability, you need a reasonable accommodation for any part of the employment process, please call 920-921-4760 and let us know the nature of your request and your contact information.
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