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Service Operations Leader

2 months ago

Raleigh, North Carolina, United States SYNTEGON Full time

Service Operations Leader

Company Overview

Syntegon Technology stands as a premier provider of process and packaging solutions. With a presence in over 30 locations across more than 15 countries, our skilled workforce is dedicated to developing and delivering comprehensive solutions tailored for the pharmaceuticals, food, and confectionery sectors. Our extensive after-sales service portfolio ensures that we maintain strong local connections with our clients.

Role Overview

The Service Operations Leader will be responsible for overseeing the effective and profitable deployment of the Field Service Team, which includes local service teams, factory technicians, and contractors. This role involves managing machine installations, conducting general repairs, performing maintenance and warranty service calls, and delivering training programs for field equipment at client locations.

Key Responsibilities

  • Make timely decisions regarding service needs and manage the scheduling and coordination of assigned Field Service technicians.
  • Ensure that technician assignments align with customer requirements, technician experience, and available service hours.
  • Develop and implement the annual budget for the team.
  • Monitor key performance indicators such as order entry, margins, warranty claims, and response times to meet corporate objectives.
  • Review field service reports and take appropriate actions as necessary.
  • Address invoice discrepancies related to Field Service activities.
  • Support Accounts Receivable in achieving timely collections.
  • Coordinate manpower requests with factories and other service teams, ensuring that local engineers are well-trained for new installations.
  • Maintain open communication with factories regarding service and warranty issues.
  • Follow up with clients post-service to ensure satisfaction.
  • Manage the quoting process for service and training offerings.
  • Oversee the recruitment of new field service engineers both domestically and internationally.
  • Facilitate immigration processes for field service engineers to enable international travel and work.
  • Provide after-hours and weekend support for customer emergencies as needed.
  • Maintain regular communication with field service team members to monitor performance and address any concerns.
  • Oversee timekeeping entries and resolve any discrepancies.
  • Update field service PCs with necessary software and provide initial IT support.
  • Coordinate the procurement and delivery of tools and resources for field personnel.
  • Manage calibration history maintenance.
  • Participate in ISO9001 process audits to maintain company certification.
  • Process expense report approvals for associates.
  • Engage in occasional travel for training, conferences, and other business-related activities.

Travel Requirements

International/Domestic travel may be required up to 20%.

Qualifications

Basic Requirements:

  • Bachelor's Degree in Business, Engineering, Packaging, or Automated Manufacturing Technology.
  • Minimum of 3 years of experience in Customer Service and Supervisory/Leadership roles within a manufacturing context.

Preferred Qualifications:

  • Experience in Customer Service within the Packaging Industry.
  • Strong decision-making and negotiation skills.

Additional Information

Syntegon Technology is committed to supporting STEM initiatives and fostering a diverse workforce. All information will be kept confidential in accordance with EEO guidelines.