Service Operations Manager
Company: SP Industries, Inc.
Location: Stone Ridge
Posted on: February 20, 2021
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Job Description:
SP Industries is searching for an Americas Service Manager who
will lead a geographically dispersed team of field service
engineers, an in-house depot repair team, and an inside technical
support team, and work with outside service partners across the
America's. They will have responsibility for leading both tactical
and strategic initiatives, and will need a strong technical
background with experience managing a regionally dispersed team in
the installation, qualification, technical trouble shooting,
repair, and preventative maintenance of high value capital
equipment across the entire SP Scientific product portfolio.The
ideal candidate needs to have a proven track record of improving
and growing a service business, have a firm understanding of what a
world class service organization looks like, be intimately familiar
with the processes required to deliver a best in-class service
experience, and have the ability to apply those industry best
practices within their department.The America's Service Manager
will plan and direct the work of Technical Support resources, and
Field Service Engineers/Depot Repair Technicians in support of
resolving customer's technical challenges, completing product
repairs, and executing preventive maintenance activities. They will
manage the warranty program, direct the efficient distribution of
company products, supervise employees in setting up product
delivery schedules, performing installations, and following up on
critical shipments as required to support the customer
experience.Key tasks:Tactical Performance* Manage through the use
of KPIs.* Responsible for developing staffing plans, forecasts, and
coordination with planning, scheduling, purchasing, and field
service to ensure all customer requirements are achieved in a cost
effective and efficient manner.* Review service trends to forecast
future capacity requirements to match customer and financial
requirements.* Ensure cross-training programs align with the
skillset of the internal and external teams to ensure that all
employees are trained to achieve both customer and company goals.*
Facilitate problem solving within departments and cross
functionally.* Prepare and submit operating and financial reports
to management to ensure there is alignment around current
performance and potential gaps.* Work closely with the Rest of
World Service Leader to insure alignment of processes and
metrics.Strategic Improvement* Drive continuous improvement
(kaizen) through the use of Lean tools.* Review manufacturing
methods and develop process/system strategies to meet company
objectives for cost, responsiveness and growth.* Research,
evaluate, recommend and implement processes that will enhance the
service team's capabilities to provide an excellent customer
experience while at the same time improving production and supply
chain efficiency and reducing the overall factory conversion
cost.Team Management* Ensure all employees are treated with
integrity, providing an environment for individual development to
the mutual benefit of the customers, business and individual.*
Promote employee engagement and talent development by providing
regular performance feedback in 1-1s, mentoring, developing and
motivating.* Develop an internal talent pool; helping resolve
functional issues in order to achieve targeted performance;
creating mid-term and long-term development plans for direct
reports; and building transparent, cooperative, trustworthy working
environment for the employees.* Other tasks as assigned.Essential
Skills:* Has the ability to energize and motivate people and to
effectively communicate with all levels of the organization.*
Always portrays a positive, can do attitude in both favorable and
adverse situations.* Demonstrated leadership skills and ability to
drive change in a fast-paced work environment.* Leads with a high
level of integrity and accountability.* Experience in developing,
implementing and improving key performance indicator metrics
through strong data analysis and continuous improvement.* Working
knowledge of Capacity Planning.* Effective problem solving skills*
Effective human relations and negotiation skills.* Not shy in
taking the lead and "getting your hands dirty".Qualifications /
Experience* A Bachelor's degree in a Business / Operations related
field or in an engineering based discipline, MBA Preferred* Minimum
5 years progressive manufacturing management experience, of which 3
must include managing and directing the activities of an equipment
service department* Knowledge of Operations Management and modern
manufacturing/quality methods/systems* Lean, Six Sigma, TPS, or
DMAIC experience is preferred* Experience with ERP systems, field
service customer relationship management systems (CRM's), or other
customer service software packages* ISO 9001expereinceGeneralThe
expectation of this role is that you are prepared to do what it
takes to get the tasks completed to ensure that customer
requirements are fulfilled and that the business needs are met.They
will be required to be flexible, including working in other
production departments as and when management deems necessary. Up
to 5%-15% travel to customers, suppliers and other SP sites should
be expected.In the course of your duties you will be required to
wear safety shoes on the shop floor, and follow all Health &
Safety, PPP and ESD procedures in force as per company rules.SP
CULTURE As we continue to grow and provide leading edge products to
our customers, we understand hiring the right people and treating
them well is critical to our success. There are many exciting
reasons to join the SP Team. * We provide a wide range of
innovative and high quality scientific products* that improve
people lives.* We are customer-focused and value our team's
expertise. * We respect each other and foster a collaboration work
environment. * We innovate and are open to change.* We are
responsible and accountable and act with integrity.* WE LIKE WHAT
WE DOSP INDUSTRIES OFFERSWe are proud to provide a comprehensive
benefits program focused on your total well-being.* Competitive
compensation package* A robust health and welfare benefits package
that includes: Life, Health,* Dental, Vision * The opportunity to
plan for the future with a strong 401(K) * Time to recharge with
Paid Time Off--annually + Paid Holidays* Career
Advancement--opportunities and Tuition Assistance--to help you*
achieve your goals and--continue your career growth.EEO and
Affirmative Action Statement:SP is an Equal Opportunity Employer,
dedicated to a policy of non-discrimination in employment on any
basis and takes affirmative action to ensure equal employment
opportunities. It is our policy to provide our employees and
applicants with equal employment opportunities in accordance with
applicable laws and not to discriminate on the basis of race,
color, religion, ancestry, national origin, age, marital status,
sex, gender identification, sexual orientation, genetic
information, political belief, pregnancy, citizenship, handicap or
disability, status as a veteran or member of the U.S. military, or
any other characteristic protected by applicable federal, state, or
local laws. SP's Affirmative Action Plan is available through the
HR Department and may be accessed during normal business hours.Pay
Transparency Nondiscrimination Provision:SP will not discharge or
in any other manner discriminate against employees or applicants
because they have inquired about, discussed, or disclosed their own
pay or the pay of another employee or applicant. However, employees
who have access to the compensation information of other employees
or applicants as a part of their essential job functions cannot
disclose the pay of other employees or applicants to individuals
who do not otherwise have access to compensation information,
unless the disclosure is (a) in response to a formal complaint or
charge, (b) in furtherance of an investigation, proceeding,
hearing, or action, including an investigation conducted by the
employer, or (c) consistent with the contractor's legal duty to
furnish information.
Keywords: SP Industries, Inc., Danbury , Service Operations Manager, Executive , Stone Ridge, Connecticut
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