Manager Field Services / Manufacturing

(Job Id W332006)
Posted on 3/29/2010
Location:

Philadelphia, PA


Job Type:

Full Time


Salary: $65000.00 to $85000.00/year
Degree: Bachelor of Science
Job Description
SUMMARY
This position reports to the General Manager of the Process Equipment Group of our client - a company that manufactures equipment for the pharmaceutical industry. Local Candidates preferred but will look at qualified candidates from other areas in Pennsylvania, New Jersey, and New York. This is a key management position within the organization. The Technical Support Manager is responsible for the strategy, execution and performance of the service organization that includes: European and U.S. field service, inside technical support, and sales of spare parts, customer training, service agreements, extended warranties and preventive maintenance contracts.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
1. Development and execution of business strategy to utilize service as a competitive advantage in the marketplace.
2. Review RFQs (Request for Quotes), User Requirement Specification, and Technical Specifications for Technical Support input and generate cost estimates for sales purposes.
3. Manage installation and Service projects through Technical Support Specialist and Field Service Engineers to ensure meeting schedule and profitability commitments.
4. Improving the technical and customer service skills of the service organization.
5. Growing revenue for service, including: billable service, service contracts, extended warranties and preventive maintenance, spare parts sales, and customer training classes.
6. Developing and implementing metrics to measure the quality, efficiency and profitability of the service business.
7. Participate as requested in NPD order Engineering, sustaining engineering and product improvement projects to ensure end products meet the needs of Technical Support function.
8. Generate conceptual ideas and compile requests and recommendations for Technical Support Development and programs, evaluate the merit of each, and effectively manage the development and implementation process for those approved.
9. Effective management of 3rd party and distributor service organizations as key partners in delivering optimal service.
10. Direct and assess performance of assigned personnel, including but not limited to Technical Support Specialists, Field Service Engineers, Customer Service Parts Representative, Clerks and Consultants/Contractors.
11. Utilize and exploit Problem Solving techniques and internal/external experts to determine the root cause of Technical Support and Customer issues. Present and participate in corrective action implementation.
12. Monitor and investigate reported Quality and Warranty issues for products and devices and drive corrective action activities. Measure and monitor Warranty costs, claims, and corrective actions.
13. Assist in the development of the annual Department operating expense budget and maintain operation of the department within budget allocation.
14. Assist in the development of the annual Department Capital expenditure project listing and budget. Document, justify, and implement Capital Projects with budget allocation for positive EBITDA and short-term payback.
15. Support and provide cooperative assistance to all internal departments and interaction with Customers, Suppliers, Representatives and Consultants/Contractors.
16. Promote, follow, and support the company Safety and Quality programs and procedures.

SUPERVISORY RESPONSIBILITIES
Management of the service organization. Ensuring that that the organization has the right personnel, organizational structure, technical skills, tools and incentives to achieve its goals.

QUALIFICATIONS
1. 6-10 years experience managing a service organization for a company with revenues in excess of $50MM
2. Experience managing a field service organization. Field service experience is a plus.
3. Demonstrated success improving the quality and efficiency of a service organization.
4. Demonstrated success growing the service business revenue.
5. Candidates with knowledge and experience applying CQI (Continuous Quality Improvement) techniques to improve service preferred.
6. Candidates with service P&L experience strongly preferred
7. Candidates with international service management experience preferred
8. Must be a strongly customer focused individual
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE
Requires B.S/B.A degree.