ATS Company: ATS Corporation Requisition ID: 12966 Location: Souderton, PA, US, 18964 Date: Dec 18, 2024 Service Manager Company Overview:NCC Automated Systems (NCC) is a leading conveyor design and manufacturing company dedicated to providing innovative solutions for material handling challenges. With a commitment to quality and efficiency, we specialize in designing, manufacturing, and installing conveyor systems for various industries worldwide. As we continue to expand our operations, we are seeking a dynamic and experienced Service Manager to join our team. Position Overview:As the Service Manager at NCC, you will play a pivotal role in ensuring the seamless operation and maintenance of conveyor systems installed at client sites. You will lead and mentor a team of service technicians, overseeing all aspects of post-installation services, including maintenance, repairs, and customer support. The Service Manager will collaborate closely with various departments to optimize service delivery and enhance customer satisfaction. This role includes P&L responsibility, ensuring that the service department operates within budget while delivering high-quality service to our clients. Key Responsibilities: Health and Safety: + + Follow all Company Safety Policies and Procedures, as well as the safety requirements of our customers where applicable. Immediate reporting of any safety violations, risks, issues or concerns. + Ensure all applicable regulatory standards are met with regards to loss prevention, accident investigation, OSHA compliance. + Collaborate with team members to actively enhance safety practices. + Maintain a clean, organized, and hazard-free work area. Team Leadership: + Lead and supervise a team of service technicians and support staff. + Provide guidance, training, and support to ensure high performance and adherence to safety protocols. + Foster a culture of excellence, professionalism, teamwork, and continuous improvement within the service department. Service Operations: + Develop and implement service strategies, policies, and procedures to optimize efficiency and effectiveness. + Schedule and prioritize service activities, including preventive maintenance, repairs, and troubleshooting. + Coordinate with customers to schedule service visits and minimize downtime while maximizing productivity. Customer Engagement: + Serve as the primary point of contact for customer inquiries, concerns, and service requests. As the department grows, this role may be an escalation point versus primary point of contact. + Build and maintain strong relationships with clients, addressing their needs and ensuring satisfaction with our services. Regular gathering and distribution of ‘Voice of Customer’ is expected. + Proactively identify opportunities to enhance customer experience and add value to our offerings. Service Sales: + Develop and implement strategies to drive service sales and achieve revenue targets. + Work closely with the sales team to identify and capitalize on service opportunities. + Promote service offerings to existing and potential customers, highlighting the value and benefits. + Prepare and present service proposals and contracts to clients when required. Technical Support: + Provide, or coordinate, technical expertise and guidance to service technicians and customers, troubleshooting complex issues as needed. + Work with team members to identify root cause of failures and implement corrective actions. + Ensure work is performed according to product specifications to minimize defects. Address and report issues promptly. + Collaborate with the Sales and Engineering teams to develop solutions for system upgrades, modifications, and enhancements. + Stay abreast of industry trends, emerging technologies, and best practices to continuously improve service delivery. This includes ATS Global Services. Continuous Improvement: + Implement continuous improvement initiatives (ATS Business Model) to enhance service quality and efficiency. + Utilize daily visual management techniques to monitor and manage service operations. + Analyze service performance metrics and develop strategies for improvement. + Lead training programs for service staff to ensure skill development and knowledge enhancement. + Foster a culture of continuous improvement within the service team, encouraging feedback and innovative solutions. Travel Requirements: + This position requires travel EDUCATION AND EXPERIENCE REQUIREMENTS + 5+ years hands on experience within a service technician role, preferably with an OEM + Proven experience (3+ years) in a service management role, preferably within the conveyor or material handling industry. + Hands-on experience reading and interpreting blueprints/schematics. Must demonstrate a thorough understanding of how to read, interpret, and build products from engineering designs and blueprints. + Demonstrated understanding and experience with both mechanical and electrical controls. + Strong technical aptitude with comprehensive knowledge of conveyor systems, components, and operation. + Demonstrated leadership abilities with a track record of effectively managing teams and driving results. + Excellent communication skills, both verbal and written, with the ability to interact professionally with clients and internal stakeholders. + Commitment to safety, quality, and customer satisfaction. + Proficiency in MS Office (Excel, Outlook, Word). + Preferred: Experience with ERP systems, Lean, or Six Sigma methodologies. Preferred Skills and Traits: + Proven experience (10+ years) in a service management role, preferably within the conveyor or material handling industry. + Strong technical aptitude with comprehensive knowledge of conveyor systems, components, and operation. + Demonstrated leadership abilities with a track record of effectively managing teams and driving results. + Excellent communication skills, both verbal and written, with the ability to interact professionally with clients and internal stakeholders. + Commitment to safety, quality, and customer satisfaction. PHYSICAL REQUIREMENTS AND WORK ENVIORNMENT Physical requirements: Body Movements – the amount of time spent performing each physical requirement. Occasional: 1/3 or less Frequent: 1/3 to 2/3 Continuous: 2/3 or more Standing: Frequent to Continuous Walking: Frequent to Continuous Sitting: Frequent Lifting: Occasional to Frequent (ability to lift 50lbs+) Carrying: Frequent Twisting and Turning: Frequent Reaching: Frequent Bending: Frequent Pushing/Pulling: Frequent Hand Movement: Manual dexterity Work Environment: + This position is based primarily in the production area and warehouse areas with occasional offsite or outdoor settings, as required. + Occasional exposure to local outdoor weather conditions which may range from 10 degrees and up to 100 degrees (Fahrenheit) for entering and leaving Company facility. + The noise level in the work environment is low to moderate + This position requires frequent travel which requires ability to sit for prolonged periods of time.