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Service Delivery Manager

4 months ago

Westbrook, United States Pilkington North America Full time

**Pilkington North America**, one of the world’s largest glassmakers, manufactures and distributes automotive and flat glass for the automotive and building industries. We have been part of the Nippon Sheet Glass (NSG) group since 2006.

**Benefits**:

- Medical, Dental, Vision - first of the month following two full months of employment
- 401(k) retirement savings contribution plan 90 days after hire date (4% match)
- _**401(k) 2% GUARANTEED**_
- Employee Assistance Plan at no additional cost
- Educational Assistance
- Prescription Safety Glasses Program
- _**Company Paid Holidays - NINE (9 HOLIDAYS)**_
- Paid Vacation
- Life Insurance at no additional cost

The Service Delivery Manager (“SDM”) manages all aspects of operations in their designated Service Center, with a strong emphasis on Customer Service and profitable growth. The SDM will also support the Market Manager in delivering Sales Growth, with particular focus on the ‘Tailgater’ segment of their respective market. The SDM will work collaboratively with other areas of the business to ensure a positive involvement in Supply Chain planning, Training and Development, Receivables, Safety, Quality and Procurement.

The SDM will manage personnel in their designated Service Center area to ensure that industry leading levels of service are delivered to help maintain and acquire Customers within their designated area. The SDM is an experienced manager with a proven track record of gaining credibility from his / her team and customers, using a collaborative approach to drive process improvement and results.

**Essential Functions**:
The SDM has the responsibility of delivering the Operational aspects of their local Service Center as well as maintaining and acquiring Customers within a Customer focused environment. Working through their team and in collaboration with Supply Chain, Human Resources, Procurement, Quality, Safety and Finance, the SDM is responsible for maintaining a safety-first culture, fostering employee engagement and satisfaction, meeting financial and operating objectives, ensuring a high level of customer satisfaction. To accomplish this, they:

- Re-enforce a safety-first mindset and ensure regulatory compliance. Drive initiatives and a culture that delivers service quality, Employee engagement, Sales, and MOP.
- Continuously engage with customers to understand the needs of the Customer and develop and execute actions to meet and exceed these expectations.
- Support the development of new business as well as grow the number of clients for AGRNA with a specific focus on ‘Tailgater’ Customers
- Manage local resources to meet or exceed Service Center sales targets and margin targets as well as manage costs to optimize efficiency.
- Focus on the retention and development of Customers and Employees.
- Maintain staffing requirements, hire and train new staff in line with the annually approved operating plan or agreed exceptions to this plan.
- Monitor staff performance, oversee employee goal and objective setting. Conduct mid-year and year end performance reviews. Assist staff in overcoming obstacles to accomplishment of work objectives.
- Ensure current business processes are delivered in line the JSOX and QMS and propose changes for improvement to Line Manager.
- Ensure inventory is managed in line with Business and JSOX procedures and guidelines.
- Manage their respective teams to ensure KPI's are met and participate in periodic performance reviews and be prepared to provide variance analysis for their Service Center as well as gap closure responses relating to operational and financial measures.
- Meet annual operational and financial goals and objectives for the Service Center
- Adherence to NSG/Pilkington Standards of Business Conduct and its Values and Principles
- Other duties as assigned by the Market Manager

**Qualifications**:

- Strong focus on Customer while meeting operational objectives
- Familiarity with computer-based inventory control systems
- Proficiency in the English language (verbal and written)
- Proactive, innovative problem-solving skills
- High energy, self-starting individual with ability to balance multiple priorities simultaneously
- Required proficiency with Microsoft Office Applications (Word, Excel, PowerPoint, Outlook, and Internet Explorer)

**Education and Experience**:

- BS/BA degree and 3 years supervisory experience or 5+ years’ supervisory experience without degree _**OR**_ significant experience (7+years) with Aftermarket Glass Replacement industry along with demonstrated leadership abilities required.

**Other Requirements**:

- Without assistance, must be able to lift up to 70 pounds
- Ability to operate a forklift, order picker, and basic hand tools
- This position could require travel up to 15% of the time based on business need including overnight travel.
- Must have valid driver’s license.
- Must have and maintain acceptable MVR (Motor Vehicle Report) as defined by safety requi