Service Manager

Associated Packaging is looking for amazing and talented people like you! Join our team today and become part of one of the fastest growing companies and industries in the country. Employees of Associated Packaging, Inc. enjoy an energetic and people-first company culture. We are excited to offer a premium benefits package including PTO, Employee Assistance Programs, 401k matching, Health Insurance, Medical Insurance, Dental Insurance, Vision Insurance, and much more!

The Technical Services Manager role is located at Associated Packaging, Inc.’s. This role is responsible for managing a team of Service Technicians and the Service function as well as to provide excellent customer service experiences and maintain strong relations with manufacturers, suppliers, and sales representatives. As such, you must be a positive, energetic leader who excels in working in a collaborative environment.

Key Duties & Responsibilities

• Provide Technical Support to API Customers, Sales Partners, and Vendors.
• Lead monthly meetings with Service Technicians.  This should involve Branch Managers and Vice Presidents if available.   
• Manage Service Technicians keeping a focused and healthy attitude.
• Conduct Service calls as needed.
• Perform ride-alongs with Service Technicians as well as with Sales Partners.
• Provide leadership to Service Technicians through product knowledge, service advice, etc., as necessary to ensure that customer satisfaction, gross profit objectives, parts and service goals are met.
• Coordinate with the Branch Sales VP, Branch Manager, and Vendors a formal and informal training of Service Technicians.    
• Responsible for maintaining vendor relationships.  Specifically, as it relates to parts & equipment.  This requires timely communications, problem solving, and mill visits to key suppliers when necessary.  
• Monitor and maintain spare parts inventory in Branches and in Service Technician’s possession and coordinate physical counts.
• Conduct performance reviews for Branch Service Technicians.
• Review all service-related letters, quotations, and correspondence written to customers and vendors.   
• Review & approve service technician expenses, timesheets & time off requests on a timely basis.
• Participate in interviews and the hiring process of new Service Technicians.   
• Attend and participate in quarterly sales meetings and the National Sales Meetings.
• Responsible for monitoring the rebuild and/or equipment area to make sure equipment is being completed in a timely fashion.
• Responsible for all costs related to Branch Service Department.

Education

• Minimum of 5 years of experience in managing service projects and service personnel.
• Minimum of an Associate Degree in related field preferred.

Competencies

• Demonstrated leadership skills and ability to influence others effectively
• Experience collaborating with all levels of the sales/service organization to create a culture of results orientation across the team
• Clear and concise verbal and written communication skills and strong presentation skills
• Uses logic and data to solve difficult problems by creating effective solutions that drive profitable results
• Results driven – strong analysis skills with experience creating Excel reports & dashboards
• Strong decision-making skills
• Able to communicate with personnel, sales partners, customers, and vendors
• Experience using Microsoft Office 365 products (Outlook, Word, Excel, PowerPoint, etc.)
• Exceptional customer service and must be people-oriented with the ability to build business relationships
• Proficient computer skills including MS Office Suite, Allen Bradley or equivalent PLCs, smartphones, and tablets
• Dependable transportation required, valid driver’s license and proof of insurance
• Familiarity with scheduling and expediting the turnaround time on service calls
• Analytical, problem solving, business analysis and project management skills

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essentials functions.

• Must be able to lift up to 50 pounds regularly and 75 pounds occasionally.  
• Local travel and overtime required
• Minimal overnight travel required