Manager, Regional Service, East - Tewksbury, United States - Mycronic AB

Description

The Manager, Regional Service, East position is responsible for ensuring the service needs of customers are met by coordinating resources, including management of the regional field team, within the designated geographic region.

Additionally, this role position provides technical guidance to the regional field team as well as manages escalated customer issues, and focuses on outstanding customer service delivery and customer satisfaction.

May assist sales representatives when they meet with customers to assist in a sales presentation and answer customer questions regarding the technical capabilities of products or services.

• Supervises staff of Field Service Managers, Field Service Engineers (FSE's) within assigned territory assigning responsibilities, coordinates current and future assignments and manages team performance in accordance with established policies to ensure efficient use of resources in meeting customer's needs
• Manages department performance to meet or exceed operational and financial objectives
• Partners with Sales and Product Management staff to promote service and support offerings that will increase revenue and improve customer satisfaction
• Manages and coordinates current and future sales of service contracts (MYCare) within assigned territory to ensure that all of the customer's needs are fulfilled
• Generates and distributes monthly preventative maintenance lists; ensures all preventative maintenance jobs are completed on time
• Ensures productsand services are installed and delivered properly, timely, and according to established procedures
• Ensures all direct and indirect reports administrative responsibilities are completed accurately and timely
• Approves employee time off requests, timecards and expense reports in a timely manner ensuring expenses are within established financial controls
• Recruits and hire top talent; ensures that processes and procedures for the orientation of new

• Provides frequent coaching by giving detailed feedback and identifying specific areas for improvement and further growth
• Resolves any issues or conflicts with staff, and or, be able to oversee the administration of progressive disciplinary action if required in accordance with company policies
• Oversees the preparation and execution of on time, in person performance evaluations to each direct and indirect report with detailed feedback, identifying specific areas of excellence and those requiring improvement and further growth
• Maintains a regular communication schedule with RegionalSales and ServiceManagers, to exchange information on daily and weekly activities
• Follows up with customers on any/all issues arising out of a servicerelated issue in a prompt manner, provide technical expertise and document accordingly
• Troubleshoots problems for customers via phone support and customer visits
• Establishes and maintains open lines of communication with key personnel in assigned accounts to remain current with support, repair and ongoing issues (i.e. installations, upgrades, persistent problems) and escalate support issues to management when necessary
• Develops and maintains the knowledge and skills required to work closely with customers, local sales representative, product engineers, marketing managers, administrative, and other field support personnel to provide the highest level of customer support & satisfaction
• Travels as needed: position requires up to 50% travel
• Partners with Sales staff when requested to survey and determine needs in terms of labor and product for existing accounts and potential new accounts
• Sets the ideal example of professional appearance and conduct for the department
• Ensures that all ongoing service needs are met with a sense of urgency and professionalism, while maintaining the highest safety, quality and cost efficiencies
• Responsible to work collaboratively with others (internally and externally) to achieve common objects, goals and results
• Respects safety rules and use all appropriate safety equipment
• Other duties as assigned including but not limited to the performance of functions related to the administrative processes of the company

• Associate's degree (A.A.) or equivalent from twoyear College or technical school; or at minimum ten years related experience and/or training; or equivalent combination of education and experience
• Strong mechanical, electrical and computer competency
• Training or certification in computers and MS Windows environments, mechanical assembly and basic maintenance preferred
• Experience with surface mount, electronics, PLC, robotics experience beneficial
• Excellent troubleshooting skills
• Ability to lead and inspire others and develop followership
• Highly organized
• Ability to prepare and presen