Technical Services Manager

WE RISE TOGETHER!

At AMF, we are dedicated to working alongside our customers to produce better food for families around the world while creating better lives for our teammates, families, customers, and communities.

AMF Bakery Systems is the world's largest manufacturer of high-speed bakery equipment. We provide complete automated bakery solutions for numerous categories, including Soft Bread and roll, Artisan Bread, Cake and Pie, Pizza and Flatbread and Pastry and Croissant. AMF is part of the Markel Food Groups, the leading equipment supplier to food manufactures around the world.

Our culture and shared values are spelled out in "The Markel Style" as we encourage and recognize teammates that bring these values to life each day. With the style as our guide, our teams pursue excellence while keeping a sense of humor. Seeking to know our customers' needs, we aim to build financial value for our shareholders while sharing success with others and winning together. We are inspired to work hard and encouraged to challenge management to find better ways of doing things. At AMF, we believe in fostering the professional development and personal potential of our diverse workforce.

If you're searching for the next company to call home, AMF Bakery Systems provides a teammate-centered culture with exciting career growth opportunities. We strive to build extraordinary teams by seeking out a wide range of talent, experiences, and diverse backgrounds. Diversity of thought and the collaboration of various life experiences are what drive growth and innovation at AMF.

Job Summary

Within the Customer Care team, the Technical Services Manager is responsible for driving the sales and profitability of AMF Services and other offerings. This includes the direct management of a team of field service technicians. This individual will be responsible for increasing bookings, maximizing technical service sales including maintenance service plans, training plans, inspections, and any other technical or training service-related offerings. They will also be responsible for leading continuous improvement initiatives that will provide cost improvement or efficiency improvements for the overall customer care business.

Essential Duties/ Responsibilities:

• Deliver against revenue and profit targets, maximize teammate utilization and ensure top quality service and quality
• Develop and deliver new technical service offerings, training, and or upgrade offerings for the aftermarket space
• Work across the Americas ensuring the team delivers flawless service, successful R&M installations, project management, equipment upgrades & maintenance
• Plan, recruit, onboard, develop training plans for and mentor new field service technicians
• Collaborate with the other Field Tech Leaders globally to deliver continuous improvement on tools and processes to deliver cost savings and efficiencies for the business
• Participate in project kick-off meetings as needed for Repair & Modernization (R&M) installations and be a support liaison with Project Managers during project kickoffs to help coordinate a project schedule
• Provide quotations for R&M installation and service work, liaising with external resources as needed and scheduling resources using AMF scheduling tools
• Plan field tech activities and anticipate the preparation of activities, plan external resources as necessary to ensure smooth and successful service or R&M install implementation
• Provide onsite oversight of technicians for highly complex projects or as needed. · Be an escalation point of contact for the Project manager or customers as needed
• Report on, manage and monitor ongoing R&M project quoting, planning etc. as needed
• Provide constructive feedback on ways to improve consistency in tools, processes etc. on R&M or service work including but not limited to pre-work, safety, equipment, tools, quality or other items
• Maintain field tech utilization rates of 85% and minimize use of external contractors and intercompany resources unless required for technical expertise or training
• Continuously identify ways to improve the experience of field techs to allow them to be more successful in delivering high-quality customer experience
• Chair regular team calls to ensure sharing of key information, feedback, training and announcements
• Accountable for maintaining the field tech schedule, alerting teammates to upcoming trips, ensuring that they have all relevant preparatory information and in general are prepared for their service or R&M install trip
• Accountable for managing the US & CAN 1st line support tech, tracking and maintaining response rates for technical support & technical visit cases to meet KPI's and overall improving the 1st line support experience for customers. Responsible for providing a quarterly report to the brands on case types and helping them to improve their case response
• Responsible for maintaining the field tech skills matrix for people on your team
• Participate on the Customer Care Leadership team adding relevant customer feedback, performance feedback, countermeasures and improvement ideas
• Continuously elevate customer experience and foster a culture of continuous improvement within the Customer Care Department

What you need to succeed:

• Mechatronics, mechanical or electrical education or equivalent
• Demonstrated sales experience preferably in the area of aftermarket offerings
• Minimum 5 years of service or installation team management (bakery industry a plus)
• Experience managing remote technical support individuals
• Experience managing and growing revenue & profitability for a business
• Confidence with excel spreadsheets and spreadsheet analysis (pivot tables, graphs, other analysis tools)
• Familiarity with scheduling tools/technology for dispatching of techs and organizing work
• Demonstrated ability to create Standard Operating Procedures
• Written and verbal communication skills to interact professionally with customers and teammates required
• Demonstrated ability to complete financial analysis including utilization analysis, margin analysis, customer pipeline analysis, etc.
• Demonstrated ability to present in front of small groups either for internal or external training or during teammate meetings
• Demonstrated ability to manage and supervise more than 10 people
• Strong ability to work within a fast-paced environment with frequently changing priorities.
• Positive, confident individual able to work in high-pressure situations

Desired but not required:

• Proficiency in reading and interpreting engineered blueprints
• Operational understanding of various types of Variable Speed Drives, Sensors, Conveyors, PLC's, OIT's, etc.
• Background in Product communication software a plus
• Experience developing and launching new offerings in the aftermarket space
• Experience growing and managing a R&M (Repair & Modernization) business

Working Conditions:

• 10-20% travel required in North America (International may be required)
• Commercial Wholesale bakeries can be loud and hot