Service Manager

ASSOCIATED PACKAGING INCORPORATED•Mesquite, TX

About The Position

The Technical Services Manager role is located at Associated Packaging, Inc.’s. This role is responsible for managing a team of Service Technicians and the Service function as well as to provide excellent customer service experiences and maintain strong relations with manufacturers, suppliers, and sales representatives. As such, you must be a positive, energetic leader who excels in working in a collaborative environment.

Requirements

Minimum of 5 years of experience in managing service projects and service personnel.
Minimum of an Associate Degree in related field preferred.
Demonstrated leadership skills and ability to influence others effectively
Experience collaborating with all levels of the sales/service organization to create a culture of results orientation across the team
Clear and concise verbal and written communication skills and strong presentation skills
Uses logic and data to solve difficult problems by creating effective solutions that drive profitable results
Results driven – strong analysis skills with experience creating Excel reports & dashboards
Strong decision-making skills
Able to communicate with personnel, sales partners, customers, and vendors
Experience using Microsoft Office 365 products (Outlook, Word, Excel, PowerPoint, etc.)
Exceptional customer service and must be people-oriented with the ability to build business relationships
Proficient computer skills including MS Office Suite, Allen Bradley or equivalent PLCs, smartphones, and tablets
Dependable transportation required, valid driver’s license and proof of insurance
Familiarity with scheduling and expediting the turnaround time on service calls
Analytical, problem solving, business analysis and project management skills

Responsibilities

Provide Technical Support to API Customers, Sales Partners, and Vendors.
Lead monthly meetings with Service Technicians. This should involve Branch Managers and Vice Presidents if available.
Manage Service Technicians keeping a focused and healthy attitude.
Conduct Service calls as needed.
Perform ride-alongs with Service Technicians as well as with Sales Partners.
Provide leadership to Service Technicians through product knowledge, service advice, etc., as necessary to ensure that customer satisfaction, gross profit objectives, parts and service goals are met.
Coordinate with the Branch Sales VP, Branch Manager, and Vendors a formal and informal training of Service Technicians.
Responsible for maintaining vendor relationships. Specifically, as it relates to parts & equipment. This requires timely communications, problem solving, and mill visits to key suppliers when necessary.
Monitor and maintain spare parts inventory in Branches and in Service Technician’s possession and coordinate physical counts.
Conduct performance reviews for Branch Service Technicians.
Review all service-related letters, quotations, and correspondence written to customers and vendors.
Review & approve service technician expenses, timesheets & time off requests on a timely basis.
Participate in interviews and the hiring process of new Service Technicians.
Attend and participate in quarterly sales meetings and the National Sales Meetings.
Responsible for monitoring the rebuild and/or equipment area to make sure equipment is being completed in a timely fashion.
Responsible for all costs related to Branch Service Department.