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Job

Digital Service Manager

  • Job ref:

    9538

  • Location:

    Danvers, United States

  • Sector:

    Other Areas

  • Contact:

    Brad McGovern

  • Published:

    3 months ago

Manager of Digital Service

Summary:

This position is responsible for all aspects of field service, customer support, and sales support for our Client's Digital Line of Business. 

Responsibilities:

  • Generate and quantify critical metrics to guide decision making, track improvement, and ensure the financial position of our Service organization is properly evolving.
  • Manage field response (cases), preventative maintenance visits, and personnel to meet challenging goals in machine up-time through remote and on-site corrective action.
  • Create and manage field engineer and customer training vehicles to ensure technician expertise and that customers can maintain their equipment properly and perform simple repairs.
  • With the support of the Service parts planner, forecast, procure, and stock service spare parts. 
  • Through our manufacturing partners, ensure a tight, closed loop on OBQ problems.
  • Create warranty and support packages which bring value to our customers and build a profit-creating service brand.
  • Seek efficiency improvements in staging, sample making, and customer service tasks.
  • Distill key metrics to quantify the appropriate headcount and locations for Service Technicians.  

Education and Experience:

  • BS in Engineering, Finance, Math, or Science.
  • 10+ years experience in a professional Service environment.
  • Experience leading teams in multiple regions.