Service Manager

Federal Mfg•Waukesha, WI

48d•Onsite

About The Position

This position ensures the company's service objectives/goals are achieved, specifically ensuring customers receive prompt, high-quality product support through analysis of service revenues, costs, and improved customer satisfaction. Responsibilities include training employees and customers; planning, assigning, and directing field service technician's work; evaluating job performance; addressing complaints and resolving problems; involvement with interviewing and hiring. Responsible for fully supporting the overall company goals and objectives. In this role you will: Prioritizes, schedules, and assigns work to Federal’s field service technicians to ensure all customers receive effective, efficient and superior product support. Provides day to day supervision to Field Service Technicians and as company machinery expert, provides continuous training to technicians to increase their level of knowledge and expertise on all Federal products. Continues to work as a Field Service Technicians to Install, integrate, repair and troubleshoot as needed to meet customer needs, identify and correct hardware or software discrepancies, make recommendations for product improvements and advise customer of necessary parts to keep in stock, and comprehensive FAT participant. Trains Field Service Technicians on how to supervises customer’s personnel during plant machinery installations and integrations or servicing (repair and/or troubleshooting). Supervises Field Service Team for employee and customer training programs including 3A certifications, new technologies, or changes in technical application(s). Provides daily support directly to customers and end users, e.g., receive and respond to customer inquiries, schedule service installations, product rebuilds, upgrades, and resolves customer problems Analyzes product warranty complaints/inquiries to identify any increasing warranty trends. Documents and communicates warranty trends with other cross functional business units within the company to aid in the facilitation to identify root cause(s) and permanent corrective actions Develops metrics for Federal’s service technicians and office support employees to ensure company’s service goals are achieved. Analyzes metrics and key performance indicators and responds/reacts to negative trends to ensure continuous improvement programs/processes are implemented in a timely and effective manner to improve upon customer satisfaction. Functions as a technical resource for the Sales Department’s Sales Representatives and Engineering Design Department (Electrical & Mechanical) to address and resolve inquiries and problems related to installation/integration or repair. Provide technical support for other departments e.g. operations, accounting, sales, etc. on an as needed basis. Works with the Aftermarket Sales & Services Manager to develop short-term and long-range goals and objectives for the Field Service team that effectively supports the overall goals and objectives of Federal. Prepare trip reports that update the company as to the status and condition of installed equipment conditions and identifies additional equipment/parts opportunities.

Requirements

BS degree in a technical discipline (engineering, etc.) or 5 year’s comparable experience, preferably in the packaging industry
4+ years’ experience in customer service, engineering or production.
Good understanding of company’s machinery in order to effectively handle customer problems
Working knowledge of mechanical/electrical technical applications
Excellent verbal and written communication skills which includes presentation skill
Good computer skills (Microsoft Office – Word/Excel)
Good interpersonal skills and ability to successfully handle a multi-tasked role
Some domestic and international travel may be required
Superb time management skills
Great communicator, persuasive and good at presenting information
Approachable
Team Player
High proficiency in MS Office

Responsibilities

Prioritizes, schedules, and assigns work to Federal’s field service technicians to ensure all customers receive effective, efficient and superior product support.
Provides day to day supervision to Field Service Technicians and as company machinery expert, provides continuous training to technicians to increase their level of knowledge and expertise on all Federal products.
Continues to work as a Field Service Technicians to Install, integrate, repair and troubleshoot as needed to meet customer needs, identify and correct hardware or software discrepancies, make recommendations for product improvements and advise customer of necessary parts to keep in stock, and comprehensive FAT participant.
Trains Field Service Technicians on how to supervises customer’s personnel during plant machinery installations and integrations or servicing (repair and/or troubleshooting).
Supervises Field Service Team for employee and customer training programs including 3A certifications, new technologies, or changes in technical application(s).
Provides daily support directly to customers and end users, e.g., receive and respond to customer inquiries, schedule service installations, product rebuilds, upgrades, and resolves customer problems.
Analyzes product warranty complaints/inquiries to identify any increasing warranty trends.
Documents and communicates warranty trends with other cross functional business units within the company to aid in the facilitation to identify root cause(s) and permanent corrective actions.
Develops metrics for Federal’s service technicians and office support employees to ensure company’s service goals are achieved.
Analyzes metrics and key performance indicators and responds/reacts to negative trends to ensure continuous improvement programs/processes are implemented in a timely and effective manner to improve upon customer satisfaction.
Functions as a technical resource for the Sales Department’s Sales Representatives and Engineering Design Department (Electrical & Mechanical) to address and resolve inquiries and problems related to installation/integration or repair.
Provide technical support for other departments e.g. operations, accounting, sales, etc. on an as needed basis.
Works with the Aftermarket Sales & Services Manager to develop short-term and long-range goals and objectives for the Field Service team that effectively supports the overall goals and objectives of Federal.
Prepare trip reports that update the company as to the status and condition of installed equipment conditions and identifies additional equipment/parts opportunities.