Service Manager

4 weeks ago

West Chester, United States Applied Technical Services Full time

Job Title: Service Manager

Position Overview:

The Service Manager reports directly to the Operations Director and leads the Calibration team, lab, service contracts and product support for ITS Customers. This position is pivotal in ensuring adherence to quality standards within the organization.

Key Responsibilities:

1. Service Management:

* Provide ITS/PM with Management of Instrument & Control (I&C) Technical and Services Support.
* Manage ITS Services Delivery & IM&TE, ITS/PM Training and ITS Service Records including:

o Job Scheduling and Technician Work Assignments

o IM&TE Management (Our Standards and Customers Equipment under our Control)

o Technician Training & Development

o Job Records Documentation

2. Business & Quality:

* Ensure precise control of Inspection, Measurement, and Test Equipment (IM&TE), prioritizing the maintenance of equipment essential for Calibration executions.
* Facilitate comprehensive training programs to enhance workforce competency, emphasizing the significance of Calibration executions.
* Maintain meticulous control of records, emphasizing accurate documentation of Calibration executions to ensure compliance and traceability.

2. Duties and Responsibilities:

* Develop and refine Customer Service procedures and guidelines to ensure exceptional service delivery.
* Manage Technician Work Assignments, Job Scheduling, and Documentation to optimize efficiency and productivity.
* Serve as a representative of ITS/PM management in addressing relevant issues and concerns.
* Act as the System Owner of the ITS/PM ProCal Calibration Management System Database to maintain accuracy and integrity.
* Implement primary goals and objectives to drive continuous improvement and operational excellence.
* Ensure the required level of quality in laboratory operations through rigorous oversight and adherence to standards.
* Coordinate with Customers to schedule service appointments and ensure timely resolution of their needs.
* Support the Corrective Action Request (CAR) or Preventive Action Request (PAR) Team as a Champion, reviewing and processing initiated non-conformance CARs.
* Assign corrective actions and monitor their completion to address identified issues effectively.
* Analyze and resolve documented complaints to maintain customer satisfaction and loyalty.
* Monitor Customer feedback and implement solutions to enhance service delivery and customer experience.
* Issue document numbers and revision levels for ITS Standard Operating Instructions (SOI) & Standard Operating Procedures (SOP) Document Groups to maintain document control.
* Attend Management Quality Review Meetings annually to provide insights and contribute to quality improvement initiatives.
* Determine initial calibration intervals for ITS Inspection, Measurement, and Test Equipment (IM&TE) (Test Standards) to ensure accuracy and compliance.
* Take responsibility for the Technical Training & Development of ITS/PM Technicians to enhance their skills and knowledge base.
* Verify and ensure that employees are adequately trained for their job assignments to maintain operational excellence and adherence to standards.
* Maintain a comprehensive Training Matrix and accurate employee training records to facilitate effective tracking and compliance with training requirements.
* Additional duties as assigned.

Abilities:

* Demonstrated leadership abilities in team management and production, including the ability to motivate and inspire team members to achieve goals and maintain high standards of performance.
* Strong problem-solving skills, with the capacity to analyze complex issues, develop innovative solutions, and implement effective problem-solving strategies to overcome challenges in service delivery and operations.
* Excellent communication and interpersonal skills, with the capability to effectively communicate with diverse stakeholders, including employees, clients, and senior management, and build positive relationships to foster collaboration and achieve shared objectives.
* Proven track record in developing and implementing training programs to enhance employee skills and knowledge, ensuring workforce competency and alignment with organizational goals.
* Proficiency in project management methodologies and tools to effectively plan, execute, and monitor service projects, ensuring timely delivery and meeting client expectations.
* Ability to adapt to changing business needs and priorities, demonstrating flexibility and resilience in managing competing demands and evolving situations.
* Strong decision-making abilities, with the capacity to make sound judgments based on data analysis, industry knowledge, and organizational objectives, while considering potential risks and impacts.

Requirements:

* 10+ years of related professional experience in calibration, including a comprehensive understanding of calibration processes, equipment, and industry standards.
* 5+ years of prior management experience leading a team in a service-oriented environment, with a proven track record of effectively managing personnel, resources, and operations to achieve organizational goals.
* Prior experience with Profit & Loss responsibilities, demonstrating the ability to analyze financial data, develop budgets, and make strategic decisions to drive profitability while maintaining service quality.
* Exceptional customer service skills, with a strong focus on building and maintaining positive relationships with clients, understanding their needs, and ensuring their satisfaction through prompt and effective resolution of issues.
* Strong written and verbal communication skills, with the ability to articulate complex technical concepts clearly and concisely, both internally with team members and externally with clients and stakeholders.

Preferred:

* Experience in evaluating growth opportunities for the calibration department, including a proven track record of identifying market trends and assessing customer needs.
* In-depth knowledge and ability to calibrate a wide range of equipment with proficiency in calibration techniques, instrumentation, and industry standards.
* Willingness to travel as needed, including client visits, to support business development efforts, conduct site assessments, and provide technical assistance to clients.
* Regular client interaction to facilitate growth and satisfaction, including proactive communication, relationship-building, and addressing client inquiries, concerns, and feedback in a timely and professional manner.
* Bachelor's degree preferred in engineering, technical field, or related discipline, or a combination of education and experience demonstrating equivalent knowledge and skills.

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