The Service Manager is responsible for the day-to-day management of in-house and field maintenance/repairs and support activities. The Service Manager also ensures that Service Engineers are adequately trained, service is prompt and of high quality, and consistently high levels of customer satisfaction.
Responsibilities:
Essential functions
- Ensures Anton Paar's service guidelines and philosophy within region in accordance with the General Manager (GM)/Regional Service Manager(RSM).
- Defines the annual service budget and necessary resources to fulfil budget in agreement with the GM/RSM.
- Defines and implements the local service strategy, respecting the Anton Paar global service strategy.
- Manages a team of Service Engineers. Interviews, makes hiring and firing recommendations, develops staff, assigns and schedules work, and appraises performance.
- Recommends Service Engineer salaries.
- Ensures that Service Engineers are properly trained and their skills are continually being advanced. Conducts staff training as appropriate.
- Ensures that the right service equipment is supplied to the Field Service Engineer acc. to the Anton Paar guidelines.
- Carries out an annual service visit with each of the Field Service Engineers.
- Organizes and/or attends periodic local / regional meetings to share best practices /training etc.
- Defines and implements required service organization to ensure national coverage of all product lines.
- Maintains adherence to service department policies and procedures in accordance with corporate and industry safety and quality standards, and ISO17025 requirements.
- Management of maintenance contract-selling to customers and conducting service-sales.
- Creates and maintains service reports and reporting to GM/RSM.
- Ensures that Field Service Engineers fulfill Anton Paar guidelines of data quality in CRM (e.g. I-Bases).
- Interfaces with cross functional work teams such as applications, customer support/services, product management, manufacturing and marketing/sales.
- Reports product failure trends and/or product weakness to the appropriate product groups.
- Responsible for oversight in the identification and routine calibration of test equipment (required for ISO/IEC 17025 calibrations).
- Final responsibility for Field Service Engineer's stocks and stock inventory and managing of the remaining Field Service Engineer's stocks.
- Responsible for increasing service-customer satisfaction, especially in case of negative customer survey feedback.
- Responsible for case time and fulfilling the Anton Paar targets in cooperation with the RSM.
- Defines and implements improvement activities to increase customer satisfaction in agreement with GM / RSM.
- Defines and implements an annual marketing plan for increasing service coverage.
Your profile:
Minimum required education, experience, knowledge and skills
- Bachelor's degree required in electrical, mechanical or chemical engineering, physics or related field
- 3 years of management experience
- 3 years of experience working in a technical services environment
- Advanced knowledge of the theoretical and practical application of engineering science and technology
- Skill in using electronic schematics, electronic testing equipment and repair tools in order to assist and support service engineers
- Analytical problem solving skills
- Excellent verbal/written communication and interpersonal skills
- Exceptional customer service skills
- Attends mandatory in-house technical training courses each year to stay current on new developments in the field. Certificates are awarded upon satisfactory completion of each program
What we offer:
- A long-term position in a stable, globally leading technology company
- Structured onboarding and continuous technical and professional training
- Exposure to regional operations and international collaboration
- A professional and supportive team environment
- Competitive compensation and benefits package
Entry:
Immediately
