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National Service Director and Operations Manager
hace 1 mes
Ipco, Inc. is seeking a highly skilled National Service Director and Manager to join its team in Pine Brook, New Jersey. The successful candidate will be responsible for leading the customer service activities, ensuring the safety of the service group, and driving a cultural change in the technical service department.
Key Responsibilities:- Direct and coordinate customer service activities to install, service, maintain, and repair items manufactured, sold, leased, or rented by and through Ipco, Inc.
- Drive a cultural change in the technical service department, from being reactive to being proactive
- Ensure all aspects of safety for the service group, external and internal, are being met and coordinated with the company safety committee
- Prepare and manage department budgets, capital expenditures, and service quotations
- Monitor technician expenses and review and approve payroll and warranty claims
- Meet financial goals for the service group and recruit and train new service personnel for the technical service division
- Select and maintain qualified outsourcing agencies to meet customer demands and prepare and evaluate annual performance reviews and bonus objectives for technicians
- Schedule and allocate service personnel and equipment for each service job and handle after-hours customer and technician calls to coordinate the development of a schedule
- Promote and coordinate customer service contracts to help develop structure of contracts, ensure execution of contracts, and define the criteria for inspection reports that add value to customers
- Ensure all quality requirements are updated in the ISO system and conduct internal and external quality audits
- Process customer claims, nonconformance, and customer satisfaction surveys and review service reports and disperse information to approval individuals
- Maintain current list of service customers, equipment job numbers, and belt sizes, generating queries and reports as needed
- Attend management review and global service meetings and prepare and deliver presentations at customer's plants and sales meetings
- Prepare and ship equipment to customer site by arranging for transportation, custom paperwork, and invoicing, while ensuring equipment is up to date, adequate, and maintained properly
- Maintain adequate fleet of service vehicles for use by technicians or in storage at remote location, including maintenance and calibration of equipment
- Minimum of 36-months experience as a Service Manager, Product Manager, Site Manager, Project Manager, Process Manager, Product Development Manager, Service Engineer, or Product Engineer
Ipco, Inc. is an equal opportunity employer and welcomes applications from qualified candidates. Please submit your resume to [insert contact information].
