Service Manager

Overview

See What We're All About

Since 1965, Mountz Inc. has proven its in-depth knowledge of torque solutions by consistently developing, producing, and servicing cutting-edge manufacturing tools. We are known to the manufacturing industry as the nation's premier torque tool specialists. As a company built in the heart of Silicon Valley, we combine a 60-year history of bold thinking and a 100% focus on torque solutions that deliver confidence at every turn.

We care about our customers. Our whole-hearted commitment to service and unmatched expertise in torque benefit our customers and the world. We are fulfilling a monumental purpose-forging a safer world through accuracy and precision. Our tools currently reside on the assembly lines of the world's largest manufacturing companies, and we are working towards more!

Our recent acquisition by Snap-on, Inc, a leading global innovator, manufacturer, and marketer of tools, equipment, diagnostics, repair information and systems solutions provides us with even greater opportunities to realize our vision.

If you're ready to roll up your sleeves, go above and beyond, and put your ambition to work, all while impacting the manufacturing industry, let's chat - Apply Today!

Responsibilities

The Job at a Glance

We're currently searching for an experienced Service Manager to join our ranks and continue our tradition of success and innovation.

Come join a company dedicated to making the world a safer place. We have 60 years of knowledge and a retooled vision that challenges us to put our products on every assembly line of the world's most well-known manufacturing companies. To do that we need creative thinkers, doers, with a global skill and mindset able to drive product development ideas through to fulfillment.

This position manages the Service Departments in Foley, AL and San Jose, CA and sets the strategic direction in coordination with Operations and Executive Management. The Service & Calibration Laboratory Manager is responsible for the competence of all repair and calibration centers as well as setting requirements and ensuring compliance for all 3rd party, licensed service providers. The manager is also responsible for driving improvements in methods and equipment as well as improving and broadening the scope of services documented in our ISO 17025 accreditation and any local accreditations that may be needed for operations in a given country.

This position is based in our Foley, AL facility and reports directly to the Operations Director.

Responsibilities / Essential Functions :

Manages and improves all processes, methods and equipment used to deliver calibration and service to customers.

Maintains the QMS to provide documentation and evidence of standardization across all service centers and implements best practices.

Ensures that calibration and service performance meet customer, organizational and international standards requirements.

Monitors reporting and metrics on performance of the service process and defines ongoing actions to drive improvement.

Understands and manages the department's budget, resources, technical requirements, inventory levels and capital equipment requests.

Coordinates communication among sales and support staff for service issues.

Communicates with vendors and staff on Service and Warranty issues.

Serves as the first point of escalation for major incidents related to Service.

Ensures that planned changes to the Service Dept. are properly managed and implemented across the organization.

Participates in New Product Review meetings with Sales, Marketing and Engineering.

Participates in negotiating service agreements and related business with sales staff and customers.

Conducts regular service review meetings with staff and department leads.

Coordinates technical activities in support of the Quality Management System ISO 9001 and ISO17025 accreditation, such as measurement scope, traceability, uncertainty budgets, Proficiency Testing / Inter-laboratory Comparison testing and associated records.

Regularly travels to visit all service and calibration centers. Travels and visits with customers as needed.

Participates in the development and execution of the Operations strategy.

Qualifications

Qualifications :

Bachelor's Degree plus 5 years related experience.

Entrepreneurial mindset that helps develop and execute a growth strategy in support of Operations and Corporate goals

Previous supervisory experience of multiple locations required

Knowledge of uncertainty budgets and proficiency testing

Knowledge of laboratory operations in accordance with ISO 17025

Advanced knowledge of ERP, NetSuite preferred.

Technical aptitude

Lead auditor certification for ISO9001 and ISO17025 a plus

Excellent oral and written communications

Excellent organizational skills

Able to lift and / or move objects up to 50 pounds

Benefits :

Competitive compensation package including paid time off and paid holidays

Training and career growth opportunities

Excellent benefits program, including medical, dental, and life insurance (company pays 100% of employee premium), Flexible Spending Account, Employee Assistance Program

Experienced managers committed to your ongoing development and success

Eligibility to participate in 401(k) plan

Stock Purchase Plan