Service Manager

Job Type

Full-time

Description

Job Description

The Field Service Manager is responsible for the day to day operations of Quantum Design's service and spare parts department. The Field Service Manager oversees all technical service and spare part activities for the Quantum Design product lines and leads the service and parts team in achieving department goals with a heavy focus on customer satisfaction.

Responsibilities

• Oversees the installation, setup, startup, maintenance and commissioning of machines to ensure services meet customers' satisfaction; Provides service techs support, traveling to customer sites when needed

• Coordinates service schedule utilizing department calendar making needed adjustments daily; assigns technicians to job sites prioritizing customer requests/needs with available service technicians and rescheduling as needed

• Maintains good customer relations, ensuring customers' needs and concerns are properly and promptly acted upon by conscientious department personnel

• Reviews each service trip upon completion. Ensures service personnel complete and submit written service reports documenting quality control, test plans, site acceptance tests (SAT), validation, part lists, etc. with customer sign-off and expense reports following department SOPs. Creates plans for follow up as needed with customers that have remaining open items monitoring ongoing issues through full resolution.

• Ensures that service & parts personnel have the necessary skills, training, tools, test equipment, and expertise needed to meet the customers' demands

• Manage inventory and supplies, ensuring proper maintenance of tools and equipment including service-designated vehicles

• Provides service quotations to customers ensuring the full scope of work is covered, included material, labor and travel expenses including per diem

• Coordinates resolution of difficult technical problems

• Maintains technical knowledge of Quantum Design products and stays up to date on new machines and technology

• Supports spare parts personnel by aiding in answering phones, monitoring emails, processing orders, preparing quotes and researching part information, as needed

• Participate with leadership team in ongoing strategic planning initiatives, setting company goals and developing a service strategy that assists in meeting those goals

• Communicate and collaborate with other departments within the organization to ensure excellent customer service, smooth operations and alignment of goals; Shares specific customer and equipment feedback (positive and negative) from the field working to continuously improve equipment and processes

• Support the production floor with machine testing and run-offs prior to machine shipment

• Manage the day-to-day operations of the Service & Parts department through the following tasks:

o Assign trips and/or projects to service technicians; establishes work station assignments, overtime, and back-up coverage for absent employees

o Review and approve employee hours, PTO, travel arrangements, and expense and mileage reports on a weekly basis

o Develop, communicate and enforce department and company SOPs and policies providing discipline, praise and recognition as needed

o Assess the strengths and weaknesses of the service team and monitor and implement ongoing training needs throughout the department; Maintain accurate staffing to support workload and meet strategic goals by recruiting new staff and providing the necessary onboarding support and training

o Plan, review and monitor individual results and conduct regular reviews providing feedback and developing goals for each team member

• Promote, act upon and follow Quantum Design's mission and brand values

• Follow all procedures and work instructions within our IMS system related to this job description

Benefits and Pay Information

• Health, Dental & Vision Insurance
• HRA & HSA
• Company paid life insurance
• Company paid short-term disability coverage
• Optional buy-up life and long-term disability insurance
• Optional supplemental Accident, Hospital and Critical Illness insurances
• 401K and Roth with company matching after 1 year
• 9 paid holidays per year
• PTO
• Salary range of $75-$100K annually, based on a combination of management experience, in-field technical service experience, and industry experience. Top-of-range candidates will have strong experience in all three areas.

Requirements

Knowledge, Skill and Character Requirements

• A minimum of 5+ years of proven success in the management of a service team or similar role

• Willing and able to travel if needed - roughly 10% of time or less spent traveling

• Willing and able to work outside normal business hours as required by specific customers including nights, weekends and holidays

• Excellent troubleshooting and diagnostic skills; has the ability to diagnose issues, determine corrective action, and repair equipment

• Strong understanding of mechanical design & strong electrical programming skills

• Passionate about customer service and satisfaction; strong communication skills

• Maintains a professional appearance and positive attitude

• Excellent skills in the following areas: leadership, teamwork, delegation, time management, organization, communication, relationship building, project coordination, strategic planning, problem solving and self-motivation

• Leadership skills necessary to motivate, mentor and develop teams and participate in and facilitate group meetings

• Ability and interest to obtain a deep understanding of the various Quantum Design product lines and the technology and tools needed to support service team efficiency and success

• A strong sense of integrity demonstrated through being honest and ethical with both customers and colleagues

Experience in the following programs/processes is required

• Microsoft Office including Word, Excel and Outlook

• Adobe Reader and/or Acrobat

• Ability to read electrical, mechanical, hydraulic and pneumatics diagrams

Experience in the following programs/processes is not required, but a plus

• CRM or service ticket tracking software

• Epicor Software

• Rockwell RSLogix software

• AutoCad

• Solidworks

• ISO