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Parts and Service Operations Manager

2 months ago

New Hudson, Michigan, United States LMK Recruiting Full time
Job Description

Position Overview: As the Parts and Service Operations Manager, you will oversee the management of parts sales, field service, and customer support teams. This essential role encompasses the comprehensive lifecycle support of our manufactured machinery, from production initiation to end-of-life service. Your responsibilities will include coordinating spare parts sales, resource allocation, and managing all necessary service operations to guarantee optimal equipment functionality and customer satisfaction.

Key Responsibilities:

Production Support Agreements:

  • Work closely with Project Managers and clients to pinpoint and resolve deficiencies in personnel, training, and resources required to achieve full production capacity.
  • Assist throughout all project phases, including debugging, disassembly, shipping, and installation.
  • Oversee the transition from project management to production and service, ensuring a seamless transfer of responsibilities and resolution of any outstanding issues.
  • Prepare and track long-term support agreements, ensuring all obligations are fulfilled efficiently.

Emergency Field Service:

  • Respond to client emergencies promptly, ensuring swift and effective solutions.
  • Maintain a workforce capable of managing multiple simultaneous emergencies, with qualified personnel ready for deployment.
  • Build strong relationships with customer maintenance teams to ensure first-call service and identify additional sales opportunities.

Spare Parts Coordination:

  • Collaborate with teams to provide clients with detailed quotes for spare parts and ensure efficient use of customer resources.
  • Assist clients in procuring necessary spare parts and negotiate long-term agreements for inventory management.
  • Work with suppliers to secure fair pricing and explore cost-reduction opportunities.

Warranty Management:

  • Monitor and manage warranty commitments, negotiating with clients, suppliers, and vendors as necessary.
  • Address machine performance issues and ensure client satisfaction through proactive communication.

Sales and Customer Engagement:

  • Utilize customer relationships to identify opportunities for retools, upgrades, and future sales.
  • Support the Sales, Applications, and Project Management teams in assessing rebuilds and retrofits.
  • Regularly report on all aspects of the Parts and Service business, including sales, staffing, quality, and customer satisfaction.
  • Train service personnel and collaborate with Engineering to assist clients in maintaining their equipment.

Additional Responsibilities:

  • Conduct annual performance evaluations for Parts and Service Department personnel.
  • Collaborate with other department managers to ensure smooth operations and address shared needs.

Required Qualifications:

  • Preferred education: Engineering or business degree, or equivalent experience.
  • A minimum of 10 years' experience in management, contract administration, and/or project management.
  • Proficient in Microsoft Windows and Office 365 (Word, PowerPoint, Excel, Outlook).
  • Demonstrated success in customer support and team development.
  • Strong interpersonal and managerial skills, with the ability to handle multiple priorities.
  • Preferred experience with automotive powertrain assembly and semiconductor material handling processes.

Performance Expectations:

  • Maintain 100% accuracy on Parts and Service sales and accounting reports.
  • Drive continual growth of Parts and Service Sales in line with the increasing installed base.
  • Achieve high utilization of Field Service Resources while maintaining emergency reserves.
  • Ensure exceptional service team performance and customer satisfaction through regular feedback.