Manager, Service

JBT Marel•Richmond, VA

21h

About The Position

Leadership, Communication, Day-To-Day Management Maintain department staff by recruiting, and selecting employees; maintaining a safe, secure, and legal work environment; developing personal growth opportunities Accomplish staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counselling, and disciplining employees; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards Working with the Head of Customer Care, assist in strengthening and developing the Service Department structure in order to maintain the highest standards of service and support Assign engineers to planned jobs in collaboration with Service Supervisors/Assistant Service Manager/Service Admin Manage visit preparation/documentation of required parts, equipment, and/or personnel for upcoming visits Review completed orders for all customer visits Ensure that all visit orders are accurate and complete in a timely manner (48 hours after job completion) Ensure that all follow ups noted in visit details are captured and acted upon Deal with Service/Technical calls, and customer queries Assist OCFSE by assigning Service Quotes, Scheduling Visits, and processing as needed Create service quotes and spares quotes when required Communicate daily with Service Engineers Provide updates for staff and customer when required Attend Mon/Wed/Fri Planning board meetings and present visits schedule to the planning board team Provide emergency OCFSE and on-site back up support when necessary Develop and maintain inter-departmental relations Targets, Quality, Cost, Compliance Maintain quality service by enforcing excellence and customer service standards; analyzing and resolving quality and customer service problems; identifying trends; recommending system improvements Manage Service Kits by ensuring that parts kits are complete and available for scheduled service jobs; cross referencing stock used/returned with visit sheet Working with the Head of Customer Care and Service Training Supervisor, assist in monitoring and evaluating recommendations from Manufacturing and Machines Management for current employees who want to transition into Field Service Define, evaluate and report on department specific KPIs while monitoring costs and expenses to assist in future budget preparation Utilize productivity analytics to drive decision making and new offerings Safety And Training Maintain and develop product knowledge, including but not limited to things like new product developments Maintain and develop technical knowledge and skills Working with the Head of Customer Care and Service Training Supervisor, assist in evaluating the performance and effectiveness of training programs through skillset analysis, and provide and implement recommendations for improvement Working with the Head of Customer Care and Service Training Supervisor, identify strengths and weaknesses of each service engineer and assist in developing overall or individualized training and development plans that addresses needs and expectations using training numbers book and other relevant material Working with the Head of Customer Care, Service Training Supervisor, and the Training team, assist in ongoing development of the tier structure where necessary Ensure all employees follow industry and company health and safety guidelines Support HSE Manager in ensuring safety culture is instilled throughout the department; also support HR initiatives including employee retention, recruitment, and training programs

Requirements

Bachelor's degree in Electrical/Mechanical Engineering, related field, or equivalent experience
Ability to lead actively with proven record in customer service
Superior and comprehensive knowledge of the business, including equipment and processes, specifically: In-depth knowledge of machine automation and mechatronics
Leadership and delegation skills
Strong communication skills with the ability to clearly communicate expectations
Very strong interpersonal skills with the ability to communicate across the engineering team
Excellent communication, leadership, and motivational skills
Exceptional time management and organizational capabilities to finish tasks and meet important deadlines
Exceptional attention to detail and ability to finish tasks quickly and efficiently
Excellent ability to build relationships and work as a team
Good computer and database skills
Maintain high level of professionalism under pressure
Ability to provide exceptional customer service
Process improvement
Strong decision making
Adaptable organizational and planning skills to meet customer needs
Professional appearance and demeanor
Strong computer knowledge
Technical skills in identifying and diagnosing equipment issues
High level of attention to detail and accuracy of information
Strong adherence to ethical standards
Ability to manage several tasks at once while remaining detailed and organized
Ability to be on-call to respond to after hour emergencies 24/7
Stand continuously for long periods of time
Wearing of safety clothing and equipment may at times be required
Able to repeatedly lift-up to 75Ibs
Primarily office environment and warehouse
Working around machinery and forklifts
May be required to work outdoors and travel as needed

Responsibilities

Maintain department staff by recruiting, and selecting employees; maintaining a safe, secure, and legal work environment; developing personal growth opportunities
Accomplish staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counselling, and disciplining employees; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards
Working with the Head of Customer Care, assist in strengthening and developing the Service Department structure in order to maintain the highest standards of service and support
Assign engineers to planned jobs in collaboration with Service Supervisors/Assistant Service Manager/Service Admin
Manage visit preparation/documentation of required parts, equipment, and/or personnel for upcoming visits
Review completed orders for all customer visits
Ensure that all visit orders are accurate and complete in a timely manner (48 hours after job completion)
Ensure that all follow ups noted in visit details are captured and acted upon
Deal with Service/Technical calls, and customer queries
Assist OCFSE by assigning Service Quotes, Scheduling Visits, and processing as needed
Create service quotes and spares quotes when required
Communicate daily with Service Engineers
Provide updates for staff and customer when required
Attend Mon/Wed/Fri Planning board meetings and present visits schedule to the planning board team
Provide emergency OCFSE and on-site back up support when necessary
Develop and maintain inter-departmental relations
Maintain quality service by enforcing excellence and customer service standards; analyzing and resolving quality and customer service problems; identifying trends; recommending system improvements
Manage Service Kits by ensuring that parts kits are complete and available for scheduled service jobs; cross referencing stock used/returned with visit sheet
Working with the Head of Customer Care and Service Training Supervisor, assist in monitoring and evaluating recommendations from Manufacturing and Machines Management for current employees who want to transition into Field Service
Define, evaluate and report on department specific KPIs while monitoring costs and expenses to assist in future budget preparation
Utilize productivity analytics to drive decision making and new offerings
Maintain and develop product knowledge, including but not limited to things like new product developments
Maintain and develop technical knowledge and skills
Working with the Head of Customer Care and Service Training Supervisor, assist in evaluating the performance and effectiveness of training programs through skillset analysis, and provide and implement recommendations for improvement
Working with the Head of Customer Care and Service Training Supervisor, identify strengths and weaknesses of each service engineer and assist in developing overall or individualized training and development plans that addresses needs and expectations using training numbers book and other relevant material
Working with the Head of Customer Care, Service Training Supervisor, and the Training team, assist in ongoing development of the tier structure where necessary
Ensure all employees follow industry and company health and safety guidelines
Support HSE Manager in ensuring safety culture is instilled throughout the department; also support HR initiatives including employee retention, recruitment, and training programs