Product/Technical Service Manager
Location:Kansas City, MO
必威平台官网首页is a manufacturer of high-quality laboratory equipment.必威平台官网首页Labconco's mission is to equip researchers with the highest quality laboratory equipment to support their scientific endeavors while ensuring the safety of the users and a top-notch customer service experience from sale through the life of the product.The Product Service Manager supports the company's mission by managing the operation and personnel in the Product Service Department who ensures customers are satisfied with the service we provide, or the service company hired, and the quality of the product purchased.
Key Competencies
Mechanical Knowledge, Blueprint Reading, Management, Communication, Technical Proficiency, Customer Service/Focus, Planning & Organizing, Drive & Initiative, Business Knowledge, Professionalism, Ownership, Teamwork/Collaboration, Problem Solving/Critical Thinking
Education and/or Experience
Associate's degree or equivalent from two year college or technical school!or 5 years related experience!or equivalent combination of education and experience.
2 years of team management preferred.
Requirements
Essential Duties and Responsibilities
- Direct and coordinate with customer contact to find solutions to product or installation problems.
- Coordinate the documentation, record and distribution of all Product Performance Reports (PPR).
- Identify trends in service problems and work closely with Quality Assurance and Engineering to ensure that follow up occurs to remedy problems.
- Assign product lines to associates within the department.
- Gather, maintain and communicate product service information to Sales and Marketing associates, dealers, and service agencies.
- Recommend product design changes as necessary through the Engineering Change Request (ECR) process.
- Maintain communication and good relations with dealers and outside service agencies and authorizes new servicers where appropriate.
- Schedule and implement service seminars for outside service agencies/dealers.
- Organize product audits per assigned schedule and ensure the appropriate associates assist in the audit and invite associates to attend.
- Schedule monthly training and provide specialized training for the department as needed.
- Evaluate service costs to determine cost savings and follow through to reduce overall warranty costs.
- Participate on New Product teams to provide input on serviceability and quality issues.
- Dispatch associates or travel to customer sites to complete repairs when necessary.
- betway官网下载appPrepare service manuals for selected products.
- Perform other job duties as assigned by Management.
Supervisory Responsibilities
Responsible for the overall direction, coordination and evaluation of and directly supervises non-supervisory associates.Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.Responsibilities include interviewing, hiring and training associates!planning, assigning and directing work!appraising performance!rewarding and disciplining associates!addressing complaints and resolving problems.
Benefits
- PTO, 9 paid holidays, Medical, HSA, FSA, Dental, Vision, 401k (Traditional and Roth), Company paid life insurance, LTD & STD.
EOE/M/F/Vet/Disabled
