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Manager, Regional Service, East

4 months ago

Tewksbury, United States Mycronic USA Full time
Job DescriptionJob Description

Position Overview

The Manager, Regional Service, East position is responsible for ensuring the service needs of customers are met by coordinating resources, including management of the regional field team, within the designated geographic region. Additionally, this role position provides technical guidance to the regional field team as well as manages escalated customer issues, and focuses on outstanding customer service delivery and customer satisfaction. May assist sales representatives when they meet with customers to assist in a sales presentation and answer customer questions regarding the technical capabilities of products or services.


Key Responsibilities

  • Supervises a staff of Field Service Managers, Field Service Engineers (FSEs) within assigned territory assigning responsibilities, coordinates current and future assignments, and manages team performance in accordance with established policies to ensure efficient use of resources in meeting customer needs
  • Manages department performance to meet or exceed operational and financial objectives
  • Partners with Sales and Product Management staff to promote service and support offerings that will increase revenue and improve customer satisfaction
  • Manages and coordinates current and future sales of service contracts (MYCare) within an assigned territory to ensure that all of the customer's needs are fulfilled
  • Generates and distributes monthly preventative maintenance lists; ensures all preventative maintenance jobs are completed on time
  • Ensures products and services are installed and delivered properly, timely, and according to established procedures
  • Ensures all direct and indirect reports and administrative responsibilities are completed accurately and timely
  • Approves employee time off requests, time cards, and expense reports in a timely manner ensuring expenses are within established financial controls
  • Recruits and hires top talent; ensures that processes and procedures for the orientation of new hires are adequate for the business needs and this work is completed & documented accurately and submitted by specified deadlines
  • Provides frequent coaching by giving detailed feedback and identifying specific areas for improvement and further growth
  • Resolves any issues or conflicts with staff, and or, be able to oversee the administration of progressive disciplinary action if required in accordance with company policies
  • Oversees the preparation and execution of on-time, in-person performance evaluations for each direct and indirect report with detailed feedback, identifying specific areas of excellence and those requiring improvement and further growth
  • Maintains a regular communication schedule with Regional Sales and Service Managers, to exchange information on daily and weekly activities
  • Follows up with customers on any/all issues arising out of a service-related issue in a prompt manner, provide technical expertise, and document accordingly
  • Troubleshoots problems for customers via phone support and customer visits
  • Establishes and maintains open lines of communication with key personnel in assigned accounts to remain current with support, repair, and on-going issues (i.e. installations, upgrades, persistent problems) and escalate support issues to management when necessary
  • Develops and maintains the knowledge and skills required to work closely with customers, local sales representatives, product engineers, marketing managers, administrative, and other field support personnel to provide the highest level of customer support & satisfaction
  • Travels as needed: position requires up to 50% travel
  • Develops and maintains expertise with Mycronic equipment, applications, and products through structured corporate training programs, on-the-job training, the study of Mycronic marketing materials, sales brochures, and available self-study programs and provide support by attending sales presentations and answering customer questions
  • Partners with Sales staff when requested to survey and determine needs in terms of labor and product for existing accounts and potential new accounts
  • Sets the ideal example of professional appearance and conduct for the department
  • Ensures that all ongoing service needs are met with a sense of urgency and professionalism while maintaining the highest safety, quality and cost efficiencies
  • Responsible to work collaboratively with others (internally and externally) to achieve common objects, goals and results
  • Respects safety rules and use all appropriate safety equipment
  • Other duties as assigned including but not limited to the performance of functions related to the administrative processes of the company

Experience and Qualifications

  • Associate's degree (A.A.) or equivalent from a two-year College or technical school; or at minimum ten years related experience and/or training; or equivalent combination of education and experience
  • Strong mechanical, electrical, and computer competency
  • Training or certification in computers and MS Windows environments, mechanical assembly, and basic maintenance preferred
  • Experience with surface mount, electronics, PLC, robotics experience beneficial
  • Excellent troubleshooting skills
  • Ability to lead and inspire others and develop followership
  • Highly organized
  • Excellent verbal and written communication skills and the ability to interact professionally with a diverse group - executives, managers, and subject matter experts; professionally engaging
  • Ability to prepare and present information to guests, more senior associates, vendors and customers

Supervisory Responsibilities

This position is responsible for directly supervising the work of at least two or more other full-time employees or their equivalent.


Working Conditions / Physical & Mental Demands

The physical demands and working conditions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.

Standard office environment. Significant computer work should be expected. Position requires up to 50% travel.


Equal Opportunity Employer

Mycronic is an equal opportunity employer committed to workplace diversity and inclusion. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

For a company founded on passion, collaboration and outside-the-box thinking, there is no greater asset than a diverse workforce. It is the cornerstone of our global, internal culture, and we actively promote an inclusive and healthy work environment by embracing diversity and showing compassion for our colleagues. Not only does it fuel our innovation capabilities, but it also deepens our understanding of our customers as well as the different cultures in which we operate. We believe quite simply that diversity is our competitive edge.





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