Contract Specialties Group
Job: Service Manager
Contract Specialties Group, Bohemia, New York, United States, 11716
Manage day to day real time operation of a worldwide Service operation to includescheduling and oversight of system installations, repairs, preventativemaintenance and remote support of a 24/7/365 global service organization.Job Description:
Primary point of contact for customer and fully responsible for the management ofcustomer expectations, communication and satisfaction for all preventativemaintenance, service, spare part and system installation related activities.Coordinate effort of Field Engineers and other Technical Specialists responsible forthe installation/commissioning, maintenance, testing, troubleshooting, andrepairing of industrial x-ray inspection systems, components, and other relatedequipment.Schedule installations, repairs and maintenance services by prioritizing numerousissues of varying severity.Manage all customer support calls and requests for service starting with provisionof first level of technical support and following through until request is satisfied.Responsible for the sale of preventative maintenance and service contracts, spareparts and system and software upgrades to new and existing customersworldwide.Thoroughly review all customer commercial terms and conditions againstCompany norms and manage deviations to ensure all terms are acceptable to bothparties and ultimately satisfied.Ensures all service orders, repairs, and preventive maintenance visits arecompleted on time and within budget.Manage all project subcontractors and vendors hired on to assist with systeminstallations. Ensure adherence to project SOW, schedules, budgets, customerrequirements, VJT standard operating guidelines and requirements of allapplicable local, state and Federal regulatory authorities.Effectively and efficiently handle problems, conflicts, delays or other issues thatmay potentially affect customer satisfaction.Travel to customer sites worldwide to participate in technical sales discussions,oversee installations, or manage customer relationships and expectations. Globaltravel up to 30% of the time.Analyze call trends and provide recommendations, documentation and quick fixesto most commonly reported problems.Provide innovative process improvement recommendations to reduce costs,complexity, and/or improve customer satisfaction.Continuously improve all customer service-related processes, including help desk,RMA, and personnel dispatching and scheduling.Ensure quality and safety are of the highest priority in day to day operations.Essential Skills:
Degree in Mechanical or Electrical Engineering or other STEM discipline.Minimum five (5) years of directly related service support experience with at leasttwo (2) years in a management role.Experience working with an ERP or MRP system.Proficiency in establishing, negotiating and monitoring commercial terms andconditions.Must be able to thrive in a fast paced, demanding environment and able to quicklyassess customer needs and take appropriate action to provide exemplarycustomer service and support while properly managing customer expectations,schedules, and costs.Capable of effectively communicating both internally and externally using allavailable methods of communication.Strong mechanical and electrical aptitude and problem-solving abilities.Skilled in the use of MS Office Suite and CRM platforms (or equivalent).Well defined organizational, leadership and time management skills coupled withthe ability to operate independently in a self-directed highly dynamic anddemanding environment.Prior experience in a QA controlled design environment. (ISO 9000, NQA-1, orsimilar).Non-Essential Skills:
MBA, or equivalent advanced Degree.Familiarity with MS AX ERP systems.Experience with Solidworks.Understanding or prior experience working in the x-ray or non-destructive testing(NDT) market.Fluency in multiple languages.Physical & Mental Demands:
Regularly required to sit, walk, bend and stand in an industrial environment.Expected to effectively communicate in person, on phone, and via email and otherelectronic devices on a continual and repetitive basis.Will need to repeatedly use hands to finger, handle, feel and operate standard officeequipment.Day to day responsibilities may require lifting, moving, carrying and maneuveringmaterials up to 25 pounds alone; heavier with assistance.Specific vision abilities required include close vision, distance vision and the abilityto adjust focus.Must be able to fulfill essential job function in a consistent state of alertness andsafe manner.Contract Specialties Group is an Equal Opportunity Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, or membership in any other group protected by federal, state or local law.
#J-18808-Ljbffr
Primary point of contact for customer and fully responsible for the management ofcustomer expectations, communication and satisfaction for all preventativemaintenance, service, spare part and system installation related activities.Coordinate effort of Field Engineers and other Technical Specialists responsible forthe installation/commissioning, maintenance, testing, troubleshooting, andrepairing of industrial x-ray inspection systems, components, and other relatedequipment.Schedule installations, repairs and maintenance services by prioritizing numerousissues of varying severity.Manage all customer support calls and requests for service starting with provisionof first level of technical support and following through until request is satisfied.Responsible for the sale of preventative maintenance and service contracts, spareparts and system and software upgrades to new and existing customersworldwide.Thoroughly review all customer commercial terms and conditions againstCompany norms and manage deviations to ensure all terms are acceptable to bothparties and ultimately satisfied.Ensures all service orders, repairs, and preventive maintenance visits arecompleted on time and within budget.Manage all project subcontractors and vendors hired on to assist with systeminstallations. Ensure adherence to project SOW, schedules, budgets, customerrequirements, VJT standard operating guidelines and requirements of allapplicable local, state and Federal regulatory authorities.Effectively and efficiently handle problems, conflicts, delays or other issues thatmay potentially affect customer satisfaction.Travel to customer sites worldwide to participate in technical sales discussions,oversee installations, or manage customer relationships and expectations. Globaltravel up to 30% of the time.Analyze call trends and provide recommendations, documentation and quick fixesto most commonly reported problems.Provide innovative process improvement recommendations to reduce costs,complexity, and/or improve customer satisfaction.Continuously improve all customer service-related processes, including help desk,RMA, and personnel dispatching and scheduling.Ensure quality and safety are of the highest priority in day to day operations.Essential Skills:
Degree in Mechanical or Electrical Engineering or other STEM discipline.Minimum five (5) years of directly related service support experience with at leasttwo (2) years in a management role.Experience working with an ERP or MRP system.Proficiency in establishing, negotiating and monitoring commercial terms andconditions.Must be able to thrive in a fast paced, demanding environment and able to quicklyassess customer needs and take appropriate action to provide exemplarycustomer service and support while properly managing customer expectations,schedules, and costs.Capable of effectively communicating both internally and externally using allavailable methods of communication.Strong mechanical and electrical aptitude and problem-solving abilities.Skilled in the use of MS Office Suite and CRM platforms (or equivalent).Well defined organizational, leadership and time management skills coupled withthe ability to operate independently in a self-directed highly dynamic anddemanding environment.Prior experience in a QA controlled design environment. (ISO 9000, NQA-1, orsimilar).Non-Essential Skills:
MBA, or equivalent advanced Degree.Familiarity with MS AX ERP systems.Experience with Solidworks.Understanding or prior experience working in the x-ray or non-destructive testing(NDT) market.Fluency in multiple languages.Physical & Mental Demands:
Regularly required to sit, walk, bend and stand in an industrial environment.Expected to effectively communicate in person, on phone, and via email and otherelectronic devices on a continual and repetitive basis.Will need to repeatedly use hands to finger, handle, feel and operate standard officeequipment.Day to day responsibilities may require lifting, moving, carrying and maneuveringmaterials up to 25 pounds alone; heavier with assistance.Specific vision abilities required include close vision, distance vision and the abilityto adjust focus.Must be able to fulfill essential job function in a consistent state of alertness andsafe manner.Contract Specialties Group is an Equal Opportunity Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, or membership in any other group protected by federal, state or local law.
#J-18808-Ljbffr