Service Manager

Service Manager

The Service Manager position provides dedicated account(s) responsibility for the planning, organizing and coordination of large or complex field service projects frequently exceeding $200k.

Essential Functions:

• Plan, organize, and coordinate all aspects of large or complex field service projects for new equipment, MODs, scheduled maintenance, emergency services, contracts, and training initiatives.
• Manage the financial aspects of service projects from quotation through invoicing, including resolution of discrepancies, and following up on past due invoices and back charges.
• Understand and define the scope of work to accurately prepare service estimates. Communicate scope of work to assigned technical resources.
• Act as point person for selecting, negotiating, and directing the work of contractors. Define roles and responsibilities, scope, onsite audits, and facilitate the onsite project management of large complex startups.
• Support service technicians and engineers with travel arrangements that align with customer needs and project budget.
• Review and approve all service labor hours, expenses and service reports daily and provide timely project updates both internally and externally.
• Plan, organize, and coordinate the execution of warranty service, modifications and part requirements to resolve open field issues with the appropriate level of urgency.
• Prepare, schedule, and lead Integrated Planning Sessions (IPS) and follow through on the IPS throughout the life of the project including but not limited to team requirements, third party services, parts, onsite communication plans, safety, service kick-off, SAT's, customer wrap-up meetings, and open issues communication plans.
• May facilitate start-ups for new equipment and MODs and perform onsite project management.
• Monitor effectiveness of service provided, machine performance, customer satisfaction, and coordinate action required to solve open issues. Act as the key communication link between customer service, engineering, and other departments.
• Ensure that road service, training and engineering service associates are prepared for service assignments and all safety rules and policies of PCMC and the customer are being followed, including standards for equipment safety.
• Promote continuous improvement through Kaizen events and other initiatives.
• Assist in interviewing, selecting and reviewing field service team member performance.
• Perform other duties as assigned.

Education & Experience:

• Bachelor's degree and a minimum of 8 years' experience in capital equipment manufacturing, sales, or engineering, or a 2 -year post high school diploma/certificate and at least 10 years of relevant experience.

Knowledge, Skills, Abilities:

• Demonstrated project management experience
• Demonstrated problem solving and decision-making skills
• Proficient in Microsoft Office
• Ability to travel as required
• Working knowledge of XA, Infor CRM/CPQ is desirable
• Bi-lingual skills are a plus

Competencies:

• Customer Focus – Building strong customer relationships and delivering customer-centric solutions.
• Instills Trust – Gaining the confidence and trust of others through honesty, integrity, and authenticity.
• Drives Results - Consistently achieving results, even under tough circumstances.
• Communicates Effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Optimizes Work Processes - Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.
• Ensures Accountability - Holding self and others accountable to meet commitments.
• Collaborates – Building partnerships and collaborating with others to meet shared objectives.
• Decision Quality – Making good and timely decisions that keep the organization moving forward.
• Balances Stakeholders - Anticipating and balancing the needs of multiple stakeholders.

Leadership Responsibility:

This position does not directly supervise other team members.

Work Environment/Physical Demands:

• Typically sits, grasps items and performs keyboarding for frequent operation of a computer
• Stand, walk, bend, reach or otherwise move about occasionally
• Lift, move or otherwise transfer items up to 30 lbs. occasionally
• Occasional exposure to typical machine shop physical hazards
• Travel by air or car occasionally

Company: Baldwin Technology