Service Manager

SUMMARY:

The Service Manager will be responsible for managing the service related business, including customer service interactions, service order management, repairs and training. As well as supporting our customers in the field, support the US sales team, interact with our domestic and international service and R&D teams. Provides the highest level of customer service with a sales-minded attitude, while developing customer relationships. As part of the team, you will be self-motivated, and will demonstrate professionalism and a positive attitude when service our customers’ needs.

RESPONSIBILITIES (INCLUDE BUT ARE NOT LIMITED TO):

• Manage and develop the service support business to ensure customer-centric delivery in coordination with Global Service Director and TRIUS management (50% of your working time)
• Perform on-site service and training, visit customers for technical discussions and attend training workshops (50% of your working time).
• Expected to travel approximately 30% - 50% of your time on average
• Develops service policies and programs by studying customer needs, product line service and repair issues, and installation and maintenance requirements; planning and revising service policies;
• Negotiating service contracts; establishing customer retention programs.
• Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; benchmarking best practices; analyzing information and applications

RESPONSIBILITIES (CONTINUED):

• Work with Global Service Director and TRIUS management to develop a tiered service package system to offer customers.
• Develop KPI goals and monitoring system with Global Service Director and TRIUS management
• Manage and mentor your direct reports to improve technical and professional skills.
• Coordinate all service-related activities and new instrument installation jobs.
• Listen, understand and convey customer technical requirements to and from our customers, identify customer's needs and sales opportunities and suggest technical solutions for specific applications.
• Resolve customer service issues or difficulties together with the US and German service and R&D teams
• Maintain expert level of product and application knowledge for several Trioptics product lines and maintain Company’s demo equipment
• Improves service programs by analyzing service and support failures; developing and implementing new approaches and techniques; establishing service solutions processes.

RESPONSIBILITIES (CONTINUED):

• Maintain accurate records of work performed, SKILLS & PROFICIENCIES:
• Critical thinker with strong problem-solving skills
• Excellent time-management skills
• Excellent interpersonal and communication skills
• Accustomed to using mobile tools and applications
• Able to read blueprints and electrical schematics.
• Strong computer skills in Microsoft Suite
• Understanding of installing drivers, software, and hardware
• Knowledge of geometric tolerances
• Electromechanical aptitude
• Experience with Optical Systems and Lasers is a plus

REQUIREMENTS:

• Bachelors in Engineering required, manufacturing methods or similar is preferred OR 5 years of relevant experience.
• 3 – 5 years of industrial/manufacturing experience in a customer infield support role.
• Ability to work flexible schedule and adapt to changing work schedules
• In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.
• Travel 30% - 50%
• Valid Driver License and a Valid Passport

PHYSICAL REQUIREMENTS:

The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use of hands or fingers to handle, or feel objects, tools or controls and keyboarding; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk and hear.
The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.