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General Manager of Service

4 months ago

Minneapolis, United States Concept Machine Full time
Job DescriptionJob DescriptionPOSITION SUMMARY

Lead American Calibration’s day-to-day operations through present leadership and expert communication. Provides oversight and management-level support to office staff and calibration technicians. Assesses and responds to complex situations where standard procedures have failed to isolate or fix issues. Is strategically and tactically responsible for closing all customers’ escalated problems and issues within the company. Report reliability and quality problems to appropriate groups within the company and own resolution. Uses prior experience to resolve non-standard issues. Responsible for overseeing and organizing work performed by direct reports in each area or region.

CORE RESPONSIBILITIES

• Develop and execute annual business operations plans and budgets for calibration services in support of the company’s financial and non-financial objectives and support the implementation of company quality and operations initiatives.

• Develop and execute a strategic, sustainable plan to deliver high-quality service and grow loyalty with customers across all services.

• Ensure coordination and execution of all safety responsibilities/initiatives in partnership with other departments including execution of proper testing and technical training.

• Serve as the geographic focal point for calibration service activity including providing project resources where required and ensuring P & L oversight.

• Manage the cancellation avoidance process on all accounts with a focus on Top 20 and "at risk" programs.

• Develop and maintain strong relationships with key customers and influential industry consultants through personal contact and staff assignments.

• Grow portfolio unit count and value above market standards.

• Develop and execute a market plan to direct company services' sales for orders entered objective relating to price, volume, mix, and market share across various geographies.

• Manage, mentor, and lead a team to deliver and drive their KPIs using appropriate performance management methods.

• Plan, schedule, and assign workload requirements interfacing skill levels of field and administrative personnel to the needs of the operation through Salesforce Field Service.

• Initiate procedures and leadership practices to create a business environment for participative management; and pro-active employee relations; maintain the high morale of subordinates and be a strong, aggressive supporter of the business unit’s management philosophy and practices.

• Set expectations for Field Technician engagement by ensuring the completion of on-time service, quality walks, schedule reviews, performance reviews, and ride-along.

• Manage field service activities for parts inventory, company tools, vehicles, and other fixed assets for the most cost-effective results.

• Responsible for supporting net working capital and overseeing appropriate asset management measures and billing procedures.

• Responsible for legal interface of procedures like collection efforts and contractual disputes

• Drive process and tooling compliance across Service, Sales & Operations

• Other core competencies will be defined by your direct supervisor/manager

CORE COMPETENCIES:

• Demonstrates the highest level of detail orientation, organizational skills, and the ability to multi-task efficiently.

• Demonstrates a sense of urgency to attain and exceed desired results.

• Demonstrates a sense of confidentiality.

• Ability to leverage a variety of resources and work through others.

• Ability to balance simultaneous projects while meeting assigned project timelines.

• Advanced oral and written communication skills with the ability to write and edit business correspondence.

• Willingness to learn and perform any/all work duties.

• Forward-looking thinker, who actively seeks opportunities and proposes solutions.

• Must have the ability to make recommendations to effectively resolve problems or issues, by using wise judgment that is consistent and partnering with upper management and HR.

• Other core competencies will be defined by your direct supervisor/manager.

CORE EXPERIENCE AND EDUCATION

• MBA or MA in a related field.

• BA/BS Business / Management / Engineering.

• Possess overall knowledge of product and product application; service techniques and procedures; ability to understand financial statements; and legal awareness of contract terms and conditions.

• Ten to fifteen years in various assignments within the Calibration Service industry, or another service-oriented business.

• Experience managing a full P&L for an industrial company.

• Working knowledge of Microsoft Word, PowerPoint, and Excel. Salesforce experience is preferred.

• Administer field resources to satisfy customer requirements for the service of products to Division objectives for quality, reliability, and profitability.

• Allocation of human and financial resources for cost-effectiveness and customer satisfaction.

• Analyze and advise changes in sales and field coverage, new products, price realization, and competitor’s actions.

• Recognizing internal and external changes occurring in the business environment and adjusting the resource focus to capitalize on those changes.

• Persuasion is required both internally and externally.

• Must have knowledge, technical and management skills, credibility, and negotiating and communication skills.

• Ability to travel as needed for the role, estimated at 10-25%.

• Valid Driver’s license.

• Knowledgeable in Salesforce within the Field Service area.