Service Manager

Summary: The Service Manager position requires a skilled leader with ability to organize, train and supervise personnel. Individual must demonstrate skills to manage the entire service operation including shop assignments for standards of performance and work output to meet customer service needs.

Job Duties and Responsibilities:

The position of Service Manager requires substantial knowledge of work processes and requirements for both physical labor and shop equipment. A leader in assigning and instructing personnel in the proper performance of mechanical operations safely and without damage to materials or persons.

Essential functions

• Provide personal face-to face, telephone and email support to customers.
• Monitor and manage resolution of customer complaint problems pertaining to service and repair work.
• Coordinate prioritization, scheduling and assignment of Service Technicians for onsite implementation of service-related sales orders with Customers, Sales and Production Managers.
• Manage warranty claims for proper processing and coordination with customers.
• Gather requirements from customers related to potential revenue generation such as machine refurbish and upgrade projects.
• Provide quotations and proposals to customers for repair, service and parts as appropriate to resolve service-related issues.
• Monitor and manage the preparation and distribution of service reports and related service department files and programs.
• Provide personal internal and on-site technical support, installation assistance and training as required to support internal and external customers.
• Travel to domestic and international customer sites and regional representative offices to perform training, trouble-shooting assistance and sales support as required.

Competencies

• Displays professionalism in all levels of communication internally and externally.
• Strong communication skills required (verbal, written communication and interpersonal skills)
• Experience with public speaking in business and training environments.
• Demonstrated leadership and project management skills with a customer focus.
• Excellent organization, time management and personal discipline skills.
• Strong attention to detail.
• Excellent trouble shooting and problem-solving skills.
• Team player with a positive attitude.

Required Education and Experience

• Skill and proficiency with project planning tools (TCM, MS Project, Excel, PowerPoint, Word/etc.) and other common office automation software.
• Technical capacity and excellent mechanical aptitude.
• Must be comfortable with handling multiple projects and assignments with strict deadlines.
• Obtain and maintain PMMI Certified Trainer certification for self and appropriate service staff as well as other professional credentials as appropriate.
• Strong knowledge of Pharmaceutical/health care industry and the associated regulatory requirements is desired.
• International travel experience
• Blow/Fill seal (BFS) experience

Travel

• This position requires 25-30% travel, most travel is international.
• Must have and maintain a current passport.
• Must be willing to get vaccinated in the event of a global pandemic.
• Must be willing to get vaccinated based on the requirements for entry into countries requiring vaccinations.