Tool Service Manager - Londonderry, NH

Hubbell Incorporated•Goffstown, NH

About The Position

The Tool Service Manager oversees Burndy tool repair services, managing service technicians and ensuring customer-submitted tools are repaired thoroughly and promptly. The role sets pricing strategies, manages repair component inventory, and communicates service metrics and critical issues to stakeholders. It also provides repair training to visiting customers and at customer sites, and manages Burndy Authorized Tool Repair Centers across the United States, including periodic audits to verify compliance with established standards. The manager shares responsibility for Tool Service revenue, margin, and inventory performance; oversees warranty processes and service reporting; and works across manufacturing, engineering, purchasing, quality, and product management to address critical failures. The role contributes to strategic planning and new product development, establishes operating procedures, and improves the customer tool-return process and repair-service software platform.

Requirements

Bachelor’s degree in mechanical engineering and four to eight years of related experience and/or training, or an equivalent combination of education and experience; preferred.
Experience managing a team of eight or more subordinates, including daily operations, skill development, and performance management.
Ability to present information effectively and respond to questions from managers, clients, customers, and the public.
Strong written and verbal communication skills.
Strong knowledge and experience using Word, PowerPoint, Excel, and an ERP system such as SAP.
Ability to travel to customer sites and Authorized Service Centers for training and audits.

Nice To Haves

Experience managing a P&L, customer service team, and/or repair service team.
Six Sigma experience or certification.

Responsibilities

Manage a team of service technicians.
Ensure tool service personnel are trained and follow process controls and documentation for tracking reasons for return, repair costs, time, and other relevant observations.
Participate in PLBT staff, demand forecast, and strategic planning meetings.
Communicate with manufacturing, engineering, purchasing, quality, and product management about critical failures involving workmanship, design, or components, and support timely customer responses.
Develop close working relationships with tooling repair technicians.
Share responsibility for Tool Service revenue, margin, and inventory DIOH.
Manage and adjust warranty processes and policies, benchmarking and adapting to industry best practices.
Prepare monthly administrative reports on service levels, productivity, tool failure modes, inventory levels, and revenue and margin.
Visit Authorized Service Centers to audit compliance with expectations for training, customer service, inventory, and documentation.
Set pricing for repairs and spare parts, both internally and for Authorized Service Centers.
Contribute to new product development initiatives to help minimize service needs.
Develop an updated online Tool Return Process for customers to reduce delays and improve ease of service.
Develop Standard Operational Processes to streamline processes and standards.
Provide tool repair training to visiting customers and at customer sites.
Research, implement, and evolve a customer service tool-repair software platform.