Service Operations Leader

2 weeks ago

Eau Claire, Wisconsin, United States Adaptec Solutions LLC Full time
Adaptec Solutions LLC stands as a premier North American integration partner, specializing in the engineering of diverse material handling and automation solutions, complemented by lifecycle service support tailored for manufacturing, distribution, and warehousing sectors.

POSITION OVERVIEW:

This pivotal leadership role is integral to the service department and is expected to be situated within the designated territory of the incumbent. The individual will oversee service operations management, enhance customer experiences, and provide hands-on technical guidance for the assigned area. This position also entails active participation in service tasks. Key responsibilities include:
  • Directing the operational execution of services within the designated region.
  • Fostering the development and sustainability of an exceptional customer experience.
  • Guiding the training and growth of Service Technicians.
  • Delivering practical technical leadership.
  • Engaging in service activities.
The incumbent is expected to be a collaborative team player, working in unison with all personnel. This role includes direct oversight of:
  • Assigned Service Technicians.
The individual will ensure efficient and timely service execution, aligning with customer expectations in the designated territory.

Collaboration with fellow Supervisors and Territory Managers is essential to optimize resource sharing while upholding customer satisfaction. Close coordination with the Strategic Accounts Manager will be necessary to monitor ongoing projects and identify service sales opportunities arising from equipment installations. Additionally, working alongside the Territory Manager on sales prospects will ensure effective communication regarding customer projects and equipment opportunities.

KEY RESPONSIBILITIES:
  • Oversee service execution within the assigned territory.
  • Continuously mentor and coach direct reports.
  • Provide ongoing feedback to the training team to enhance training initiatives.
  • Manage personnel time and PTO approvals to ensure uninterrupted customer support.
  • Offer technical assistance or coordinate technical support for technicians on material handling products.
  • Provide hands-on technical guidance at customer sites alongside junior technicians as needed.
  • Conduct safety meetings and toolbox discussions to promote a culture of safety.
  • Oversee team development and training to ensure ongoing enhancement of technical skills and compliance with safety training.
  • Assist administrative staff with details necessary for quoting training, repair, and inspection/PM services.
  • Act as site lead on significant projects as required.
  • Engage in hands-on technical work at customer facilities.
  • Maintain a utilization rate exceeding 85% for the team.
  • Stay informed about customers experiencing downtime in the assigned territory, ensuring all possible actions are taken to restore full service.
  • Serve as the customer liaison for meeting requests, issue resolution, site visits, and sales inquiries.
  • Collaborate with other Territory Managers to share resources as needed, aligning with customer demands and workload.
QUALIFICATIONS:
  • Two-year technical degree in Automation Maintenance, Electrical Technology, or Mechanical Technology, or equivalent experience.
  • A minimum of five years' experience in a field service environment is essential.
  • Experience in training technical personnel in best practices and leading complex projects.
  • Five years of experience in a material handling maintenance environment, ideally with a mix of conveyors and overhead cranes/hoists.
ESSENTIAL SKILLS AND ATTRIBUTES:
  • Proficiency in computer applications, including word processing, spreadsheets, and report generation.
  • Strong understanding of field service principles, customer needs, and technician requirements.
  • Knowledge of preventive maintenance programs, OSHA regulations, customer protocols, and repair processes across product lines.
  • Analytical, critical thinking, negotiation, managerial, organizational, decision-making, conflict resolution, and problem-solving skills.
  • Familiarity with industry field service and installation processes and requirements.
  • Ability to interpret plans, specifications, and schematics.
  • Demonstrated organizational and project management skills, including the ability to prioritize and meet deadlines.
  • Excellent written and verbal communication skills for interaction with diverse internal and external groups.
  • Technical expertise in material handling equipment inspections, troubleshooting, and repair.
  • Ability to manage multiple tasks effectively.
  • Detail-oriented with a focus on capturing key information to develop and maintain robust training programs.
  • Knowledge of Basic Equipment and Machinery, with regular use of computers, printers, copiers, telephones, scanners, and calculators.
  • Familiarity with various software applications such as Microsoft Word, Outlook, PowerPoint, Excel, company ERP systems, and AutoCAD.
In compliance with pay transparency requirements, the salary range for this role is $35.00 per hour. This range serves as a general guideline, with factors such as experience and geographic location considered when extending an offer. Adaptec Solutions LLC also provides a comprehensive benefits package, including generous paid time off (PTO), 11 paid company holidays, health, dental and vision insurance, HSA/FSA accounts, 401(k) matching, short-term/long-term disability coverage, basic life/AD&D insurance, and education assistance.

Adaptec Solutions LLC is committed to providing equal employment opportunities to all employees and applicants, prohibiting discrimination and harassment of any kind based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Equal Opportunity Employer, including individuals with disabilities and veterans.

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