Company Background:
ABEC is a leading supplier to the biopharmaceutical manufacturing industry. ABEC’s unique value is based on combining long experience with the ability to engineer, design, manufacture, commission, qualify, and service the entire bioprocess to reduce overall cost, shorten time to market, and maximize productivity. ABEC’s products include process and equipment engineering/consulting services, comprehensive site services, bioreactors and fermenters, filtration and chromatography systems, prep and hold systems, and cleaning/sterilization systems.
Position Summary:
As a Service Manager, you will organize teams of field service technicians to perform installations, repairs and preventative maintenance of ABEC and other equipment as directed. Act as liaison between technicians and customers to ensure all customer directives are met in safe and timely manner. Generate customer quotations and project orders for various types of service projects.
Responsibilities:
· Provide Customer Services to all ABEC customers.
· Supply timely repair and emergency service nationwide.
· Offer preventive maintenance on time with the customer’s schedule.
· Supply consulting services as requested.
· Measure and improve key Customer Service metrics.
· Provide guidance/direction in achieving company goals to service representatives.
· Assign job duties and responsibilities as needed.
· Review and evaluate customer service technicians.
· Provide continuous training and devise training programs.
· Present reports to the Exec. VP of Service Division.
· Generate quotes for service projects upgrades, preventive maintenance, training, and spare parts.
· Meet all deadlines for completing projects.
· Accurately Track project statuses to ensure they remain on time and within budget.
· Extend Service Department offerings for customer base.
· Present marketing plan.
· Establish metrics for measuring and improving performance.
· Coach, develop and provide guidance to Service Technicians.
· Review and evaluate Service staff’s performance.
· Support and maintain ABEC Key Initiatives and Core Values.
· Execute other tasks as assigned.
· Ability to travel when required.
· Will play an active role in identifying and driving Continuous Improvement (CI) opportunity.
Qualifications:
· Bachelor’s Degree in Business / Engineering or equivalent training.
· 5 years in equipment service or customer service.
· Knowledge or experience in electrical and mechanical equipment; familiar with ABEC equipment and services.
· Proven ability to lead, supervise and coach a team.
· Awareness of and prior experience with implementing Continuous Improvement (CI) a plus.
· Prior Lean/Six Sigma experience a plus.