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Assistant Service Manager

2 months ago

Windsor, United States Tsugami America Full time
Join a USA Today Top Workplace

Morris Group, Inc., one of the largest machine tool distribution networks in North America, is a third generation, family owned and operated business that serves manufactures of precision machined parts in the United States. Our mission is to help manufactures maintain a competitive advantage in the world economy by improving productivity.

This position is located in New England. Headquartered out of Windsor, Connecticut. Relocation assistance will be offered.

Tsugami America the exclusive North American source for machine tools from Precision Tsugami, is seeking an ambitious and conscientious Assistant Service Manager to report to our Windsor, CT office. This role will provide the exciting opportunity to work for a dynamic company in a fast-paced, growing industry. Tsugami America is a division of Morris Group, Inc., one of the largest machine tool distribution networks in North America.

The Assistant Service Manager will assist the Service Manager in the day-to-day management of the service team. The focus of this position will be to work with the Service Manager to ensure customer satisfaction regarding service quality and response time.

What You Will Contribute:
  • Responsible for workforce management of Field Service Technicians in absence of Service Manager or as needed. This includes but is not limited to; reviewing and approving schedule requests, holding the team accountable to their daily responsibilities, service report review, and annual performance evaluations
  • Ensure that all Tsugami machines are installed accurately and running at efficient levels per customer expectations
  • Assist the Service department with advanced technical troubleshooting support and training.
  • Assist in co-supervision of in-house service and technical support staff
  • Responsible for managing customer relationships, including advanced situations and on-site visits.
  • Act as a liaison with Tsugami to provide service updates, feedback, and quality suggestions to ultimately improve upstream efforts of our builder.
  • Evaluate technician's technical proficiency and create training plans as needed.
  • Ensure appropriate staffing of field service department and drive same day/next day response time
  • Develop and evaluate metric data and develop and deploy continuous improvement projects as needed
  • Travel is required, when needed, 25% or less annually
Other Functions:
  • Perform related duties as required.
The duties listed above are intended only as illustrative of the various types of work that may be performed. The omission of specific duties does not exclude them from the position if the work is similar or a logical assignment to the position.

Qualifications & Competencies:
  • Bachelor's degree or applicable experience
  • 7+ years of experience in Service Management/Engineering in the machine tool industry
  • Experience with machine tool spindles, spindle repair and machine design
  • Prior experience applying Salesforce to capture information and analyze metric performance (preferred but not required)
  • Proven track record managing a dynamic field team.
  • Strong ability to adapt to change in the workplace
  • Strong verbal and written communication skills
  • Detail oriented
  • Hands on experience making business decisions or taking actions to solve a problem or reach a goal
What's in it for You:

We take great pride in our employees and offer a variety of benefits that allow our employees to be successful inside and outside of work:
  • Competitive starting salary
  • Market competitive comprehensive health benefits including a zero premium medical plan offering, vision, dental, and company paid life insurance
  • Paid Time Off, starting with 23 paid days off in your first year.
  • 10 Company Paid Holidays
  • 401(k) retirement plan with company contribution
  • Tuition reimbursement
  • Employee appreciation events and perks
  • Employee Assistance Program
Tsugami America is a division of Morris Group, Inc. (MGI). MGI is a privately held company that owns and operates eighteen divisions that supply high precision machine tools and related technology to manufacturers throughout North America. It is also the largest machine tool distribution company in the eastern half of the United States, and the exclusive source for Tsugami Precision CNC Lathes, Vertical Machining Centers, Horizontal Machining Centers and Multi-tasking machines in North America. The firm's headquarters is in Windsor, Connecticut.

In 1978, the company became the exclusive North American source for Precision Tsugami machine tools, and since then the division's only mission has been to enhance and promote Tsugami CNC machine tools and innovative engineering solutions in the U.S., Canada, and Mexico.

Mental and physical requirements:

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Must be highly mobile, able to access all areas of the premises.
  • Ability to concentrate and remain focused while prioritizing multiple tasks, responsibilities, and projects.
  • Ability to sit for prolonged period of times.
  • Able to perform bending, twisting, stooping, reaching, and lifting of moderate to heavyweight material up to 50 lbs. with assistance from equipment or other employees.
  • Ability to frequently use hands and arms.
  • Vision abilities required by the job include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus.
  • Ability to keep their composure with the public and co-workers in everyday, stressful situations.

Morris Group, Inc., including all operating subsidiaries, is an Equal Opportunity Employer-M/F/Veteran/Disability. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation, gender identity, or any other protected class.

Job Requisition ID: 842A

Locations Windsor, CT