Service Manager

Service Manager, Repair Center

Reports to Operations Manager

Objectives and scope of the job

Manage all day to day activities for the inhouse service team to exceed our customer expectations. The Service Center Manager will work with their team to provide technical support and drive continuous improvement activities across the business. Responsible for the direct supervision of Repair Center Technicians & associated Warehouse Support. This role will serve as the main point of contact for Customers Returns and Repairs to maintain positive customer relationships across the business.

Input (Relationships and interdependencies, corporate targets, business plans, external/internal conditions and boundaries, preliminaries)

· Provides complete customer service on all products by building customer confidence and enhancing company service reputation and position.

· Maintains the highest standards in Business activities

· Incorporates Vision & Values in business activities.

·

Responsibilities/Tasks/Activities

Essential Functions

- Serves as a responsible representative of company and operates with integrity and honesty in all business contacts.

- Achieves service plan for Repair Center by:

· Developing and maintaining a high level of system and product

knowledge to enhance company service reputation.

· Obtains sufficient knowledge of accounts in order to develop

and maintain account strategies to convert customer needs to sales.

· Coordinates Repair Center Technicians to fulfill customers repairs, system changes, and demo needs.

· Processes Customer Returns in timely manner.

· Responds to problems that arise either by personal action or by securing the assistance and support from others within the organization.

- Serves as the onsite point of contact for the facility in regards to service and repair activities.

- Develops and maintains effective time management practices.

- Influences others in a positive manner and leads by positive example.

- Supervises Repair Center Technicians in Repair Center. Responsible

for coaching, training and disciplining in a professional and confidential manner.

- Schedules and monitors new equipment and demo changes.

- Responsible for the development of technical skills of Repair Center Technicians and in the organization of the Repair Center.

- Completes all reports and customer information effectively and efficiently as deemed necessary by the company.

- Maintains and enhances technical competence in products through self-study, company training programs, trade shows, and continuing education.

- Timely completion of record keeping from service calls, expense reports, etc.

- Maintains all company supplied equipment and material in a safe and

useable and condition.

- Maintains an accurate inventory and tracks, as needed.

- Promotes a safe working environment for field Repair Technicians through routine training and discussion.

- Handles essential tasks as assigned, and responds to change productively.

- Follows all local safety procedures, State and Federal OSHA Regulations, and reports any safety concerns.

- Ability to travel as required

Output (Relationships and interdependencies, deliverables)

The Service Manager, Repair Center operates effectively without extensive support from the Operations Manager. This position supervises the daily activities of Repair Center Technicians. Maintaining a smooth and cooperative working relationship with employees across all functions is essential in this role. Must maintain a high level of system and product knowledge with associated features and benefits to enhance company service reputation.

Requirements (skills/educational, professional, personal)

Skills

- Ability to work well under pressure, to multi task

- Strong organizational skills

- High level of commitment and initiative

- Ability to manage time effectively

- Excellent written and oral communication skills

- Leadership qualities

- Demonstrated ability to manage people

- Ability to recognize and manage potential problem areas and resolve them with integrity

- Ability to communicate with and understand the needs of external customers

- Ability to interact effectively with diverse groups inside and outside of the organization

- Dependability is a must for this position

- Excellent written and oral communication skills (including legible handwriting)

- Ability to mesh well with the existing management team by being a good listener, and a team builder

- A desire to make the difference!

- Proven team player

Experience

- BS degree in life sciences/computer science/ engineering is desired

- Experience in an FDA regulated environment is desired

- Mechanical and or robotics technology desired.

- Extensive/advanced knowledge of Windows operating systems and Office required.

- 2-3 years management experience or equivalent.

- 3-5 Years in SAP or similar ERP system required

- Retains a valid driver’s license.

total compensation package of $80,000 with a 90/10 split ($72,000 base salary and $8,000 bonus eligibility).

Job Type: Full-time

Pay: $70,000.00 - $80,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift

Supplemental Pay:

• Bonus pay

Ability to commute/relocate:

• Morrisville, NC: Reliably commute or planning to relocate before starting work (Required)

Education:

• Bachelor's (Required)

License/Certification:

• Driver's License (Required)

Work Location: One location