Service Operations Manager

5 days ago

Wilmington, Massachusetts, United States Jobot Full time
Job Summary

We are seeking a highly skilled and experienced Service Manager to oversee our service operations and ensure that our customers receive the best possible experience. As a Service Manager, you will be responsible for building and managing a team of Electro-Mechanical Assemblers and Demonstrators (EMAD), ensuring that installations and service calls are completed correctly, on time, and on budget.

Key Responsibilities
  • Visualize, design, and build a world-class service organization focused on taking care of each and every customer and their needs.
  • Identify, recruit, and hire personnel who are focused on servicing customers and their machines while ensuring they have the right electro-mechanical hard skills to complete the tasks needed.
  • Continually improve the skillset of that team to take better care of customers via mentorship, training, and team building.
  • Work with the Production Manager to share and schedule resources to ensure that the shop schedule stays on track while serving customers.
  • Serve as the initial point of contact for customers with electrical and mechanical issues. Troubleshoot and solve over the phone.
  • Take the install process from sales, including install letter, drawings, etc.
  • Ensure that each and every install or service visit is dealt with in a timely manner.
  • Maintain that schedule in a way visible to both the management team and the EMADs.
  • Ensure that each and every service visit is properly and professionally documented internally and externally.
  • Identify the right tools – software, trainers, physical shop setup, document control, etc – to maximize the skills and improve the efficacy of the team with the outcome of improving the customer experience.
  • Become the expert on the product line. Be a resource to the EMADs, sales team, etc in how the machinery operates and how it can solve customer problems.
  • Build relationships with suppliers (MCI, HiTec, etc) to ensure that we get the support needed when we need it.
  • From time to time (20%) travel to customers to understand service issues and solve them. Be personally involved with key customers and their challenges, especially lease customers.
Requirements
  • Significant travel during ramp-up period (first 6 months) to build customer and machine knowledge.
  • With the rest of the leadership team (President, GM, Ops, Production) guide the company in its growth plan.

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