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Service Operations Supervisor

2 months ago

Mansfield, Massachusetts, United States The Ladders Full time
Company Overview
inTEST Thermal Solutions (iTS) is a leader in the design and production of advanced temperature control systems.

We pride ourselves on our extensive range of products and in-house engineering expertise, making us a comprehensive partner for thermal testing, process cooling, and cold storage solutions.

Globally recognized for our precision in temperature management and simulation of extreme thermal conditions, we operate within a range from -185 to +500C, accommodating both rapid transitions and prolonged dwell times.


Our Product Brands
iTS encompasses four distinguished product brands: Temptronic, Sigma Systems, Thermonics, and North Sciences. As a wholly owned subsidiary of inTEST Corp, located in Mount Laurel, New Jersey, USA, we are committed to excellence.
Position Overview
The Service Operations Supervisor will oversee a team consisting of 2 remote Field Service Engineers, 1 onsite Service Technician, and 1 Service Administrator.

This role is pivotal in ensuring the effective management of all service-related activities, including installation, troubleshooting, and maintenance of products and equipment at client sites.

The Supervisor will also be tasked with identifying, analyzing, and rectifying product failures, as well as managing parts ordering and replacements as necessary.

It is essential to assess and recommend the most suitable products or services to meet customer needs while fostering and nurturing long-term professional relationships through prompt and courteous service.


Key Responsibilities
  • Manage and direct the service team while also engaging in hands-on service work at customer locations.
  • Coordinate all aspects of service operations, including scheduling Field Service Engineers and monitoring work orders for timely completion.
  • Develop expertise in relevant support technologies, including thermal measurements, refrigeration, electronics, communications, and mechanical engineering.
  • Troubleshoot defective products, conduct tests to identify issues, and implement repairs or replacements as necessary.
  • Perform on-site analyses, modifications, or repairs, and prepare time and cost estimates for customer approvals.
  • Document equipment failures, identify design or component issues, and propose appropriate solutions.
  • Provide technical support and guidance to field service engineers and technicians, assisting with troubleshooting and repairs.
  • Establish and maintain strong relationships with customers to ensure their service needs are met and satisfaction is upheld.
  • Collaborate with other departments, such as sales and production, to facilitate seamless operations and superior customer service.
  • Implement and uphold safety protocols to ensure a secure working environment for all team members.
  • Regularly report to senior management on service department performance, including key metrics and areas for improvement.

Qualifications

Willingness to travel up to 40% within the US, with potential international travel as required. The candidate should possess a minimum of 5 years of relevant experience, complemented by a BS Degree in Electronics or Electrical Engineering Technology.

Strong verbal and written communication skills are essential, with the ability to handle customer feedback constructively and resolve issues effectively.

Preferred qualifications include a working knowledge of refrigeration, electronics, thermal measurements, RS-232/IEEE communications, and mechanical engineering.

Demonstrated leadership capabilities with experience in managing a service team are crucial.

Excellent interpersonal skills, with the ability to communicate effectively with customers, team members, and stakeholders.

Strong organizational skills to prioritize tasks, manage multiple projects, and meet deadlines.

Proficient problem-solving and decision-making abilities, with a critical thinking approach to analyze situations.

Familiarity with HUBSpot is a plus.

US Citizenship is required for this position.

The ideal candidate will be a motivated individual with robust technical skills, exhibiting strong leadership, teamwork, and communication abilities to facilitate efficient interactions across departmental teams.