Manager, Service

Job Information

Oversee and manage world-class strategic, tactical, and technical service and support to current and potential product customers while delivering tangible continuous improvement to the business. Overall responsibility for trusted and timely customer support, spare parts management, service engineering, service contract execution, warrantee control and administration, and optimal field service of the company’s stationary fuel cell fleet. Leads the service team and the Control Center support operations. Cross-functionally coordinates activities, needs and project/program progress across Sales, Engineering, Test, Supply Chain, Finance and Quality departments.

Role & Responsibility

• Control service contracts and direct support services. Develop methods, guidelines and policies to facilitate efficient, cost effective, quality service delivery. Ensure all customer issues are satisfactorily resolved utilizing engineering, manufacturing and other teams as required. Develop budget and assures budget targets are met. Focus on cost containment initiatives and opportunities across the Service organization. Responsible for team leadership, team development, staffing and training, engagement of the groups across functional disciplines, recognition of team and individual achievements of note, and team focus across multiple disciplines/work groups.

Job Requirement - Education & Experience

• BA/BS degree with 7-10+ years of experience. MA/MS degree with 4-7+ years of experience. (Prefer degree in Engineering, Science or Technology. JDE training/experience a plus. Manufacturing/Industrial work and leadership experience. Finance, Sales and Materials work-along and teamwork experience. Multiple years’ experience in a business or field service role. Experience with local, regional, national and global customer support processes.

Job Requirement - Knowledge & Skill

• Functional understanding of fuel cell technology and manufacture. Budget development and control. Project management. Problem-solving skills. Negotiation skills. Collaboration. Effective customer relations management. Strong communications and organizational skills. Computer/IT skills. Continuous improvement focus and tool usage.

Other

All personal information will be kept confidential according to EEO guidelines.

Questions can be addressed through the HR department at (860) 727-2200.