National Service and Repair Manager

Emerson • Farmington Hills, MI

1d

About The Position

The National Service Manager will lead Branson's service operations, overseeing field teams, while ensuring customer satisfaction. In this role you will set service standards, manage budgets, and develop strategies for efficient, high-quality service delivery. In addition, you will train staff, handle escalations, and coordinate with sales/product teams for continuous improvement. You will provide technical support and training to International Depot Centers, while working closely with Product Management and Quality involving product specs and performance issues on new and existing products. In This Role, Your Responsibilities Will Be: Utilization of Oracle Field Service CX Tool: Schedule technicians, manage parts, optimize routes for paid jobs (maintenance/repairs), and improve overall product/personnel support by centralizing dispatch, tracking, and communication, leading to faster fixes and better customer satisfaction. Daily contact with customers to determine if problems are equipment, application or product support related. Analyze problems and direct resources to resolve customer issues. Assign and coordinate resources including Field Service Technicians, Contract Service Organizations, Product Support Engineering and Applications Engineering. Team Leadership: Recruit, train, mentor, and manage field service technicicans to achieve a monthly Billable Utillization => 85%. Customer Satisfaction & Operational Excellence: Act as escalation point for complex issues, ensuring resolution and fostering a customer-centric culture. And improve service systems, processes, and policies for timely installations, repairs, and maintenance. Provide technical support to international depot locations to include: Technical Bulletins, ongoing product support, new product training, technical data sheets, and spare parts listings. Review all FSO’s (Field Service Orders) for equipment failures, warranty changes and correct billing charged. Review and authorize payment of their monthly invoices to Branson for services rendered. Work closely with Engineering and quality functions on new products and all safety/quality related issues. File and follow up on all ROCC’s (Register of Customer Complaints) and Q-Sights (Quality) that originate from Sales Engineers and-or Aftermarket personnel. To establish and insure department, company policies and procedures are maintained for quality and safety of our field service to our customers.

Requirements

• Associates Degree in Electronics or equivalent
• Minimum 5 years experience in electro/mechanical electronics
• Knowledge in Ultrasonics, Industrial Cleaning, Metal Welding or related Non-Ultrasonics products
• Supervisory experience
• Strong leadership, communication and problem solving skills
• Legal authorization to work in the United States - Sponsorship will not be provided for this position.

Nice To Haves

• Experience in service operations, staff development and process improvement
• Ability to work strategically, manage a nationwide operation and travel up to 30%

Responsibilities

• Utilization of Oracle Field Service CX Tool: Schedule technicians, manage parts, optimize routes for paid jobs (maintenance/repairs), and improve overall product/personnel support by centralizing dispatch, tracking, and communication, leading to faster fixes and better customer satisfaction.
• Daily contact with customers to determine if problems are equipment, application or product support related.
• Analyze problems and direct resources to resolve customer issues.
• Assign and coordinate resources including Field Service Technicians, Contract Service Organizations, Product Support Engineering and Applications Engineering.
• Team Leadership: Recruit, train, mentor, and manage field service technicicans to achieve a monthly Billable Utillization => 85%.
• Customer Satisfaction & Operational Excellence: Act as escalation point for complex issues, ensuring resolution and fostering a customer-centric culture.
• Improve service systems, processes, and policies for timely installations, repairs, and maintenance.
• Provide technical support to international depot locations to include: Technical Bulletins, ongoing product support, new product training, technical data sheets, and spare parts listings.
• Review all FSO’s (Field Service Orders) for equipment failures, warranty changes and correct billing charged.
• Review and authorize payment of their monthly invoices to Branson for services rendered.
• Work closely with Engineering and quality functions on new products and all safety/quality related issues.
• File and follow up on all ROCC’s (Register of Customer Complaints) and Q-Sights (Quality) that originate from Sales Engineers and-or Aftermarket personnel.
• Establish and insure department, company policies and procedures are maintained for quality and safety of our field service to our customers.

Benefits

• We prioritize providing flexible, competitive benefits plans to meet you and your family’s physical, mental, financial, and social needs.
• We provide a variety of medical insurance plans, with dental and vision coverage, Employee Assistance Program, 401(k), tuition reimbursement, employee resource groups, recognition, and much more.
• Our culture offers flexible time off plans, including paid parental leave (maternal and paternal), vacation and holiday leave.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 1-10 employees