CNC Service Manager

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Morris Group, Inc., one of the largest machine tool distribution networks in North America, is a third generation, family owned and operated business that serves manufactures of precision machined parts in the United States. Our mission is to help manufactures maintain a competitive advantage in the world economy by improving productivity.

The Robert E. Morris Company is a division of Morris Group, Inc. We supply CNC machine tools, tooling, accessories, software, automation, and more to manufacturers of precision machined parts.

Our customer base is located in the New England states plus northern New Jersey and eastern New York, including the New York metropolitan area and Long Island. Our mission is to help manufacturers from all industry sectors achieve and maintain a competitive advantage by improving productivity. We help customers "do more with less."

Summary of Responsibility:

The ideal candidate for the Service Manager role is highly organized, steadfast, and pragmatic using fact-based reasoning to guide their team through a changing landscape of priorities and challenges. The Service Manager at REMCO takes a hands on approach to mentoring and developing their team, and is the face of our service group with our customers to help navigate issues and questions that arise.

What You Will Contribute:

• Directly supervise field service technicians in your assigned territory and monitor their performance. Provide mentorship and plan required training to develop the team.

• Review all open cases in your territory daily and communicate with technicians to document potential issues or delays in their work and provide assistance.

• Hold regularly scheduled team meetings to discuss metrics, critical announcements, document, follow up on questions, and recognize performance or behaviors we want to replicate and build a culture around.

• Meet techs in the field monthly to progress on work orders, review MPDP goals and evaluate their customer service.

• Attend two field service calls monthly to provide on the job training to service technicians.

• Recruit and onboarding new service technicians.

• Work with customers to clarify invoice questions, meet with them as needed, track their complaints, and document closures

• Propose and execute projects that will improve processes to improve our metrics or costs.

• Develop and maintain partner relationships with our machine tool vendors and other third-party vendors.

• Adhere to all company policies, procedures and business ethics codes and ensure that they are communicated and implemented within the team.

• Participate in meetings, seminars, and training sessions to be aware of new developments and opportunities.

• Review tech support guidance and activity to ensure maximized pre-onsite investigations

• Provide backup for tech support to review new cases, when possible, to improve response time
• Ensure coordinator tasks are entered and updated with a next step and expected time to complete
• Review planning backlog to provide input on prioritization for the daily planning meeting
• Provide feedback to improve plans and get one step ahead of potential delays downstream
• Identify where service technicians may be struggling with work or diagnosis to provide assistance
• Help communicate time required/remaining on work orders to planning for accurate scheduling
• Identify issues and communicate with customers and account owners as early as possible
• Monitor time spent on work orders versus quoted/communicated and establish a re-quote process
• Review service reports within 24 hours of work order completion to provide input required for billing
• Monitor and report key metrics in your assigned territory
• Down machine response time and root causes for each long response planning monthly improvements
• Case open time, task accuracy, and unplanned work orders
• Track time to invoice, task accuracy, and invoice discounts with root causes documented with actions planned for recurring issues

Qualifications & Competencies:

• 5+ years in supervisory field service management position or direct field service experience at a senior level at Morris establishing the ability to perform in this role

• High aptitude in electrical and mechanical issues with prior field service experience, preferably with Okuma machines

• Natural problem-solving ability and highly organized using established tools and processes.

• Extensive experience in all aspects of customer/supplier relationship management.

• Strong understanding of customer and market dynamics and requirements.

• Strong project management skills with a track record for developing staff.

• Intermediate to advanced level skills with Microsoft Suite and other related business programs required.

• Exhibit excellent teamwork and communication skills.

Other Functions:

• Perform related duties as required

The duties listed above are intended only as illustration of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar or a logical assignment to the position.

What's in it for You:

We take great pride in our employees and offer a variety of benefits that allow our employees to be successful inside and outside of work:

• Competitive starting salary
• Market competitive comprehensive health benefits including a zero premium medical plan offering, vision, dental, and company paid life insurance
• Paid Time Off, starting with 23 paid days off in your first year.
• 10 Company Paid Holidays
• 401(k) retirement plan with company contribution
• Tuition reimbursement
• Employee appreciation events and perks
• Employee Assistance Program

Mental and physical requirements:

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be highly mobile, able to access all areas of the premises.
• Ability to concentrate and remain focused while prioritizing multiple tasks, responsibilities, and projects.
• Ability to sit for prolonged period of times.
• Able to perform bending, twisting, stooping, reaching, and lifting of moderate to heavyweight material up to 50 lbs. with assistance from equipment or other employees.
• Ability to frequently use hands and arms.
• Vision abilities required by the job include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus.
• Ability to keep their composure with the public and co-workers in everyday, stressful situations.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or other characteristics protected by law.

Requisition ID #: 1339B, Windsor CT