Job description

The Service Manager is a critical role with the After-Sales Department that provides strategic goals and tactical plans for the functions performed by the Service Department that support our customers in North America (US, Canada, & Mexico). The Service Manager is responsible for the field service, support engineer and service coordinator teams and the supervisors that lead those teams. A successful individual in this role is familiar with a variety of field service concepts, practices, and procedures.

Essential Duties & Responsibilities

Responsible for maintaining and enforcing a safe work environment in compliance with Federal, State, and Local regulations, including DOT, MSHA, and OSHA
Demonstrate Messer Cutting System's core values and consistently live them
Lead a Service Department composed of supervisors, administrative coordinators, field service, and technical support
Direct the coordination of technical and administrative support activities including installation, repair, preventive maintenance, and engineering change upgrades to be performed at customer sites
Perform managerial responsibilities such as planning, organizing, and budgeting, revenue, and expense
Ensure that all jobs are completed on time, within budget, and to customer specifications
Monitor effectiveness of service provided, machine performance, customer satisfaction, and coordinate action required to solve open issues. Act as the key communication link between customer service, engineering, and other departments
Establish and manage effective performance and training/development objectives
Set and measure productivity, financial, and service targets to drive accountability and execution towards department goals
Ensure that project or department milestones/goals/KPIs are met and monthly performance and financial reporting is delivered on-time
Coordinate the creation and distribution of technical memos and problem-solving database
Initiate and monitor continuous improvement efforts to ensure outstanding service to all customers, internal and external
Identify, recommend, and implement changes to improve productivity and reduce costs
Negotiate and settle customer disputes both internally and externally
Maintain a professional and technical knowledge of equipment
An individual in this position must be able to successfully perform the essential duties and responsibilities listed above. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position. Minimum Qualifications
High School Diploma/GED required (Associate's or Bachelor's degree preferred)
3 + years in a managerial position
5+ years of working knowledge and experience within the machinery or heavy equipment industries
Additional Knowledge, Skills, & Abilities
Strong leadership/supervision skills and motivation techniques
Proficient in interpreting and training on mechanical and electrical drawings
Proficient in Microsoft Word and PowerPoint, with a basic understanding of Excel
The Preferred candidate will additionally have Exceptional verbal and written communication skills
Will be a self-starter who demonstrates initiative and commitment to quality training ethics and ability to increase sales and customer satisfaction
Will possess the ability to work independently while using critical thinking and problem-solving skills
Experienced with CNC machinery
Supervisory Responsibilities
This position has direct supervisory responsibility for the Field Service Supervisor, Technical Service Supervisor, and Service Coordinator staff.
Travel and Relocation
Up to 20% overnight travel required
Must have a valid passport and be willing to travel internationally as required
Must be willing to relocate to and work out of the Menomonee Falls, WI location

Job Type: Full-time

Pay: $59,863.41 - $72,093.57 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Day range:

• Monday to Friday
• Weekend availability

Shift:

• 8 hour shift
• Day shift
• Overnight shift

Ability to commute/relocate:

• Milwaukee, WI 53214: Reliably commute or planning to relocate before starting work (Required)

License/Certification:

• Driver's License (Preferred)

Work Location: In person

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