Service Manager

Job Summary & Responsibilities :

Responsibilities include the overall support of the Service Division to execute the company’s warranty and post warranty programs by managing and assisting in troubleshooting, repairing, and testing analog & digital circuitry-based products to the discrete component level by applying knowledge of electronic theory and components and interfacing with Manufacturing/Design Engineering and Tech Support teams.

Skill/Job Requirements:

· Ensure customer satisfaction with on-time execution for all warranty and post warranty support of the company’s products.

· Proficient in analog & digital component level troubleshooting using schematics and assembly drawings.

· Proficient in using instrumentation (oscilloscope, DVM, signal generator).

· Must be an expert problem-solver to provide some guidance and training to less experienced staff.

· Final test products using ping tests, tftp, telnet and DOS commands

· Work closely with Manufacturing, Design Engineering and Tech Support teams identifying product and quality issues and possible repair trends to improve the company’s product(s). Recommend design enhancements as necessary.

· Proficient at soldering components to the board level (thru-hole & SMT) to IPC standards.

· Document, execute and communicate maintenance agreement programs, service specifications and troubleshooting procedures for the company’s products.

· Perform replacement parts projections on a regular basis to maintain adequate warranty and post warranty parts inventory and communicate to purchasing for parts acquisition the necessary requirements.

· Work closely with the Controller to ensure adequate pricing is in place to meet or exceed the company’s financial goals related to warranty and post warranty work.

· Responsible for monthly P&L reporting.

Competency:

To perform the managing position successfully, an individual should demonstrate the following competencies:

· Analytical - Collects and researches data.

· Design - Demonstrates attention to detail.

· Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions.

· Customer Service - Responds promptly to customer needs; Responds to requests for service and assistance.

· Oral Communication - Responds well to questions.

· Written Communication - Writes clearly and informatively; Presents both quantitative and qualitative information effectively.

· Teamwork - Balances team and individual responsibilities.

· Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently.

· Quality - Demonstrates accuracy and thoroughness; Monitors own work and work of Service staff to ensure quality.

· Quantity - Completes work in timely manner and a sense of urgency.

· Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent.

· Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Completes tasks on time or notifies appropriate person with an alternate plan.

Education and/or Experience:

A bachelor’s degree from college or technical school with a minimum of 5 years of related analog/digital component troubleshooting experience in a similar Service environment.

Electromechanical experience is a plus.

Computer Skills:

Working knowledge of Excel, Word, and Crystal reports.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Day range:

• Monday to Friday

Shift:

• 8 hour shift

License/Certification:

• Driver's License (Preferred)

Ability to Commute:

• Enfield, CT 06082 (Required)

Ability to Relocate:

• Enfield, CT 06082: Relocate before starting work (Required)

Work Location: In person