The Service Center Region Manager is responsible for managing multiple assigned service centers, working closely with other Service Center Region Managers to operate as a service network. This role is responsible for all facets of the assigned service centers, including safety, forecasting, bookings, revenue, profit margins, budgeting, and lead time/on-time delivery. Service center activities include customer service, quality assurance, in-house operations, inventory management, subcontracting, quote management, and order management. In addition, the Service Center Region Manager will be required to actively promote and pursue new and existing sales opportunities in conjunction with Regional Sales Managers, Aftermarket Sales Managers, and Territory Sales Representatives, which includes customer job site visits. This role must be able to manage a fast-paced business and remain flexible to service needs while maintaining an organized, effective, and efficient operation.
PRINCIPLE DUTIES AND RESPONSIBILITIES
* Establish and monitor performance against objectives for financial performance, customer service targets, production goals, and quality standards, acting like an independent business owner.
* Promote the service center and new service sales opportunities with Regional Sales Managers, Aftermarket Sales Managers, and sales agents.
* Point of contact for both inside and outside personnel when parties are inquiring about inventory status, shipping and expediting questions, repair status, technical questions, and repair and delivery quotations.
* Execute order, production, and inventory transactions in both SAP and ESales. This includes order entry, structuring, planning, warehousing, and shipping.
* Assign work to shop floor personnel to maximize utilization and productivity.
* Create repair/replacement quotations working with shop floor personnel, including development of repair strategies for equipment with a goal to meet or exceed customer requirements.
* Manage shipping and receiving processes to include scheduling of the shipments, post goods issue, and freight approvals.
* Manage expenses and production job costs to achieve profit margin objectives.
* Travel up to 25% of the time to assigned service centers (at least on a quarterly basis) or customer sites. Sometimes this will require traveling on short notice, for extended periods to meet customer or organization needs. Occasionally weekend or holiday travel may be required.
* Responsible for making arrangements for travel and allocating all associated expenses.
* Manage inventory positions to effectively meet customer service demand while achieving inventory management goals.
* Create continuous training opportunities for personnel to provide growth opportunities within the aftermarket organization.
* Maintain a safe working environment through leadership and a proactive safety program including managing SafetyHub training for all direct reports and additional certifications required for field service and shop.
* Facilitate and coordinate contract reviews when required.
* Facility management to include lease, janitorial, PM services, fire suppression, EPA compliance, etc.
* Time management for payroll and time off for all direct reports.
* Hiring and onboarding of new employees including working with recruiters. Also, offboarding of employees as needed.
* 24/7 availability for afterhours emergencies (customer breakdown, facility issues).
* Physical work on the shop floor may be required at times to fulfill workload demands and satisfy customer commitments.
* Lead and own safe work practices, shop cleanliness, quality compliance, and contractual compliance.
* Lead all tasks in accordance with business conduct guidelines.
* Other job tasks and duties as needed and assigned to support the business development and production goals of the company.
KNOWLEDGE, SKILLS & ABILITIES
* Must be very mechanically inclined.
* Proficiency with Microsoft Outlook, ERP, Excel, Word, and PDF editors such as Adobe or Nuance.
* Excellent customer service skills and experience working directly with customers.
* Strong analytical reasoning and problem-solving skills.
* Ability to read and interpret maintenance and repair manuals and manufacturing drawings.
* Ability to organize and prioritize workload to maximize efficiency.
* Strong organizational skills with the ability to follow processes and procedures.
* Strong communication skills (verbal and written) required to effectively interact with internal and external customers.
* Strong interpersonal skills to communicate clearly and work across the organization.
* Ability to lead a workshop and associated work crews to accomplish goals and objectives established by management.
* Working knowledge of industrial gearboxes and rotating equipment service.
* Understanding of sales and business accounting.
* Previous experience with forecasting revenue and expense.
* HR administration and team building experience is highly preferred.
* Ability to obtain a passport and other certifications as required.
EDUCATION AND EXPERIENCE
* A high school diploma and 8 years of experience managing an industrial service organization or a bachelor’s degree and 5 years of experience managing an industrial service organization is required.
* A valid driver’s license is required.
* Prior management experience is required.
* Forklift experience required.
* Understanding of machining, welding, and assembly processes is required.
* Prior P&L experience is highly preferred.
* Experience with repair and maintenance of industrial gearboxes or rotating equipment preferred.
* Safety certification(s) is an advantage.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
WORKING CONDITIONS
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
DISCLAIMER
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.
Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
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