Service Manager

Service Manager

Join a USA Today Top Workplace! Morris Group, Inc., one of the largest machine tool distribution networks in North America, is a third generation, family owned and operated business that serves manufacturers of precision machined parts in the United States. Our mission is to help manufacturers maintain a competitive advantage in the world economy by improving productivity.

Technical Equipment Sales, a regional distributor of CNC machine tools, tooling and accessories, and related engineering and support services, is seeking an ambitious and conscientious Service Manager. Technical Equipment Sales is a division of Morris Group, Inc., one of the largest machine tool distribution networks in North America.

Summary of Responsibility : The Service Manager is responsible for overseeing the technical service operations of the company, ensuring customer satisfaction through timely, efficient, and high-quality service and support. This role includes managing Service Technicians, coordinating installation and maintenance of equipment, handling service scheduling, and acting as a key liaison between customers, vendors, sales teams, and technical support.

What You Will Contribute :

• Direct supervision of field service technicians, service coordinators and parts personnel covering KY / IN / OH / WV / West. PA.
• Manage staff and service schedule daily to ensure resources are effectively utilized.
• Ensure that the technician has a full description of his next task, including new installations.
• Ensure tools and parts that are needed for the tasks are sent before the technicians' arrival.
• Responsible for the recruiting, management, performance and development of direct-reporting staff.
• Prepare action plans by individuals, as well as by team, for effective customer support.
• Design and implement customer support programs that enable the company to achieve a recognized market leadership position.
• Responsible for annual reviews of Field Service technicians, Service Coordinators and Parts personnel.
• Engage with senior management to develop the financial and strategic goals of the department.
• Visit customers on a regular basis to strengthen relationships with company.
• Implement and track key metrics such as department utilization, first-time fix, response to down machines, performance on new machine installations, etc.
• Ensure closed work orders are billed accurately and in a timely manner.
• Seek growth opportunities with additional value-added parts program additions (ex. PM programs).
• Represent company at annual vendor Service management meetings.
• Provide timely feedback to senior management regarding performance.
• Delegate authority and responsibility with accountability and follow-up.
• Set example for Service teams in areas of personal character, commitment, organizational skills, and work habits.
• Conduct regular coaching and counseling with Parts and Service teams to generate knowledge-based skills required to enhance customer satisfaction.
• Ensure customer commitments are executed as planned to guarantee complete customer satisfaction.
• Take ownership of customer-related problems and coordination with service and other departments when necessary for resolution to assure customer service satisfaction.
• Stay abreast of vendor products and new technology and disseminate information to Parts and Service teams.
• Develop and maintain partner relationships with our machine tool vendors and other third-party vendors.
• Maintain contact with all Customers in the market area to ensure high levels of client satisfaction.
• Adhere to all company policies, procedures and business ethics codes and ensure that they are communicated and implemented within the team.
• Participate in meetings, seminars, and training sessions to stay apprised of new developments in the field.
• Integrate department activity into the services CRM system (Salesforce.com)
• Perform such other related tasks or duties as the company may assign in its discretion.

Other Functions :

The duties listed above are intended only as illustration of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar or a logical assignment to the position.

Qualifications & Competencies :

What's in it for You :

Mental and physical requirements :

Morris Group, Inc., including all operating subsidiaries, is an Equal Opportunity Employer-M / F / Veteran / Disability. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation, gender identity, or any other protected class.