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Area Manager for Technical Services
2 months ago
The Area Manager for Technical Services is primarily responsible for ensuring the success of Rich Products Technical Services within a designated market. This position will work closely with local business leaders to establish the expected customer experience and will oversee the daily execution of technical services in the assigned region. Building and enhancing local service partnerships that provide exceptional services will be essential in this role. The Area Manager will report to the Equipment Engineering and Technical Services Center of Excellence (COE) while being accountable to the local business.
KEY ACCOUNTABILITIES/OUTCOMES
• Manage a service region that spans multiple countries, offering services such as installation/setup, field service, and equipment remanufacturing.
• Supervise the performance management of Service Providers (SP) to ensure compliance with SLAs and budgetary expectations.
• Continuously enhance service systems and processes to improve first-time fix rates, part diagnosis accuracy, and resolution without requiring a service visit.
• Identify, evaluate, and onboard SPs in the assigned area to fulfill growth and budgetary requirements. Onboarding includes:
• Collaborating with procurement leaders to assess and rate potential SPs.
• Advising procurement leaders on operational contract necessities and reviewing agreements for operational viability.
• Coordinating technical training necessary for executing field service and remanufacturing tasks.
• Facilitating administrative setup for new SPs.
• Establishing communication requirements and frequency according to COE standards.
• Conducting regular visits to customers and service providers.
• Ensuring ongoing training for SPs to support the equipment in their respective territories.
• Providing escalated assistance to SP Field Engineers, including requests for equipment exchanges.
• Auditing service invoices to confirm that work performed meets technical specifications.
• Offering technical support to local associates as needed.
• Managing part inventory levels in the market to reduce service interruptions and additional expenses.
• Collaborating with local business leaders to define the desired customer experience and service budget.
• Working with local business leaders to create service plans and preventative maintenance programs that deliver customer value.
• Connecting COE (engineering and technical services) with local market needs and trends to ensure adequate support is provided.
• Advising local business leaders on upgrade and project opportunities to enhance reliability and/or decrease future maintenance costs.
• Planning and executing local market equipment field testing, including new product launches and sustaining activities for existing products.
• Informing sustaining leaders of reliability trends that affect uptime and budget.
• Flexibility in scheduling may be required, including some evening and weekend work.
• This role necessitates a significant amount of travel, potentially 50% or more.
Physical requirements for this role include the ability to lift fifty pounds (22.5 KG) and push or pull up to 250 pounds (110 KG).
KNOWLEDGE/SKILLS/EXPERIENCE
• An Associate Degree or vocational training in electrical/mechanical fields is preferred.
• A minimum of two years of experience as a Service Technician.
• A strong commitment to customer satisfaction.
• Familiarity with electro-mechanical and IoT connected equipment.
• Excellent written and verbal communication abilities.
• Strong attention to detail and organizational skills.
• Proficient in computer usage, including Windows and Microsoft applications.
• Initiative-driven and goal-oriented.
• Willingness to travel, including internationally.
Experience:
• Technical: Minimum of 2 years
• Management of Service Providers across multiple countries
• Sourcing Service Providers in various countries
Willingness to travel: 50% (Required)
Rich Products Corporation is committed to diversity and encourages applications from individuals with disabilities. Accommodations are available upon request for candidates participating in all aspects of the selection process.
