Regional Service Operations Manager
2 months ago
ENGEL is a pioneer in innovation, drawing from years of expertise in the injection molding sector. We are committed to fostering a vibrant work environment that positions us as the leader in technological progress, driving sustainable growth on a global scale.
Are you ready to drive transformative innovation, craft inventive solutions, and deliver exceptional value to our clients? If so, consider stepping into a pivotal role within ENGEL as we expand our operations in North America.
ENGEL Machinery North America is seeking a Regional Service Operations Manager to join our Customer Service Department. This role is essential in managing and directing the service operations within a designated region.
ENGEL offers a comprehensive benefits package that includes health, dental, and vision insurance effective from the first day of employment, a 401k plan with matching contributions, three weeks of paid time off, personal leave, employer-paid life insurance, and both short and long-term disability coverage, all within a supportive work culture.
Position Summary
The Regional Service Operations Manager is responsible for overseeing the daily functions of the service department within the assigned region. This includes managing in-house service advisors, service assistants, and field service technicians. The role acts as a critical link between clients and internal ENGEL teams, including field service personnel, sales, engineering, and spare parts departments. The manager will provide technical assistance to service advisors, field technicians, and engineers concerning injection molding machines and robotics. This position is vital for delivering high-quality service to our clientele.
Key Responsibilities
- Manage the daily operations of the service department within the assigned region.
- Lead and develop a team of approximately 15 employees, including administrative staff and field technicians, to ensure superior customer support.
- Collaborate with other regions and service managers to provide comprehensive service coverage across North America.
- Supervise customer requests for startups, emergency repairs, retrofits, and technical support.
- Assist ENGEL personnel with inquiries related to spare parts, engineering, technical sales, and service.
- Direct inquiries outside of local resources to appropriate channels.
Request Management
- Oversee service requests submitted via email and voicemail, determining priority levels and delegating tasks accordingly.
Leadership and Supervision
- Responsible for the complete oversight of hiring, performance evaluations, and staff development.
Qualifications
- Bachelor's or Associate's Degree in engineering or equivalent experience in the industry.
- A minimum of 10 years in the injection molding sector, with comprehensive knowledge of the molding lifecycle.
- Proficient in Microsoft Office Suite.
- Experience with SAP is advantageous but not mandatory.
Why Choose ENGEL? The ENGEL group has a long-standing tradition of success as a family-owned business, emphasizing strong relationships and high standards of expertise in the plastics processing industry. We pride ourselves on being an innovative force that sets new benchmarks in a diverse and dynamic market. Our competitive advantage lies in our ability to create added value for customers worldwide.
ENGEL values flexibility, innovation, and accountability among its employees, ensuring that we consistently deliver results that meet the highest global standards.
ENGEL is an equal opportunity employer. All qualified candidates will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, veteran status, or any other category protected by law.
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