Repair Services Manager

Double E Company, LLC•West Bridgewater, MA

10d•Onsite

About The Position

Double E Group is a 54-year-old global company that designs and manufactures highly engineered components and systems for a wide range of material manufacturing and converting industries, including paper, film, foil, and packaging. We are seeking a talented leader for the position of Repair Services Manager, based out of our Global Headquarters in West Bridgewater, MA. This role is responsible for managing the entire repair life cycle to provide exceptional customer service, efficient and effective repair diagnostics and project management, and drive revenue growth in repairs and new product engineering.

Requirements

Must be organized and able to multi-task in a fast-paced work environment.
Strong written and verbal communication skills.
Good understanding of a service business in a manufacturing environment.
Ability to read and interpret operating/procedure manuals and blueprints.
Demonstrated leadership abilities and achievement orientation.
Excellent analytical and problem-solving skills.
Excellent communication, computer, reporting, and analytical skills.
Customer service oriented and ability to work well in a collaborative environment.
Strong mechanical background either through educational or work experience.
1+ years of sales and/or engineering experience within a manufacturing industry.
Excellent computer skills.
BS in Engineering or a minimum of 3 years of technical experience in a related function.

Nice To Haves

Understanding of CRM/ERP software programs.
Familiarity with ERP/MRP systems.

Responsibilities

Provide exceptional customer service through clear and responsive communications throughout the repair lifecycle.
Ensure a thorough understanding of customer issues and that issues are fully resolved to meet or exceed customer satisfaction.
Develop knowledge of assigned product lines, including end-user applications, product specifications, repairable components, and system requirements.
Learn Double E’s engineering and manufacturing processes and capabilities to recommend potential solutions.
Implement processes to efficiently and effectively evaluate customer needs, product failure modes, and potential solutions.
Build strong relationships and communications across Double E sales, customer service, product management, and manufacturing teams.
Provide clear and timely recommendations to customers regarding repair, replacement, or new solutions.
Travel as needed to customer facilities to inspect and diagnose customer issues.
Manage the end-to-end repair lifecycle from RMA open to close.
Follow up with unsatisfied customers to ensure their problems are resolved.
Maintain continuous improvement in the efficiency of support processes and customer satisfaction.
Mentor and train all repair support staff.
Drive revenue growth and profitability in repairs and new product engineering.
Make Double E the highest rated in the industry for customer satisfaction in repairs.
Serve as a critical member of the Voice of Customer process team to improve products and service levels.
Act as an integral player in the New Product Development team.