National Service Director and Operations Manager

hace 2 semanas


San Juan, San Juan, Puerto Rico Ipco, Inc. A tiempo completo
JOB TITLE

National Service Director and Manager

Job Summary

Ipco Us Llc is seeking a National Service Director and Manager to work at its location in Pine Brook, New Jersey. The National Service Director and Manager will direct and coordinate customer service activities to install, service, maintain, and repair items manufactured, sold, leased, or rented by and through the employer.

Key Responsibilities
  • Direct and coordinate customer service activities to install, service, maintain, and repair items manufactured, sold, leased, or rented by and through the employer.
  • 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.
  • Review and approve payroll and warranty claims.
  • Meet financial goals for the service group.
  • Recruit and train new service personnel for the technical service division.
  • Select and maintain qualified outsourcing agencies to meet customer demands.
  • Prepare and evaluate annual performance reviews and bonus objectives for technicians.
  • Schedule and allocate service personnel and equipment for each service job.
  • Handle after-hours customer and technician calls to coordinate the development of a schedule.
  • Promote and coordinate customer service contracts to help develop the 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.
  • Conduct internal and external quality audits.
  • Process customer claims, nonconformance, and customer satisfaction surveys.
  • Review service reports and disperse information to approval individuals.
  • Maintain current lists of service customers, equipment job numbers, and belt sizes, generating queries and reports as needed.
  • Attend management review and global service meetings.
  • 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 an adequate fleet of service vehicles for use by technicians or in storage at remote locations, including maintenance and calibration of equipment.
Requirements

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.

How to Apply

Email your resume to Brett Trichilo.



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