What are the responsibilities and job description for the Manufacturing Service Manager (Parts and Services) - Direct Hire!! position at BlackTree Technical Group, Inc.?
Manufacturing Service Manager (Parts and Services) - Direct Hire!!
Role:
We are seeking a results-driven, customer focused, Product Manager for our Parts & Service business. The Product Manager, Parts & Services will have both commercial and operational responsibilities. He/she will be responsible for managing the P&L for our parts and service offerings while also developing and implementing growth strategies. In addition, the Product Manager, Parts & Service will manage our network of independent service agencies and lead our internal Service support team in order to provide world class repair and maintenance services to our customers.
This is a player-coach role requiring skills in leadership, communication, general management, marketing and business analytics. The ideal candidate will have experience and/or capabilities in both commercial and operational areas.
Responsibilities:
Focus On Customer Care
- Ensure customers receive the highest level of care possible through external service agency partners and internal team members.
- Lead the resolution of escalated customer/product issues by coordinating efforts from service, sales and engineering departments as well as external service partners.
- Solicit feedback from customers and Service providers to gauge satisfaction levels and identify areas for improvement.
Grow Aftermarket Revenue and Margin Streams
- Develop new parts and service offerings to meet customer and market needs.
- Create marketing and promotional programs to fuel growth.
- Work with hand in hand with Service Agency partners on all initiatives and programs to ensure successful implementation and maximum impact.
Manage External Service Agency partners
- Establish annual strategic objectives, strategies and tactics along with service performance goals and revenue targets. Hold routine reviews and develop improvement plans.
- Establish and monitor agreed upon KPIs and review regularly comparing performance against targets. Develop and implement corrective actions as needed.
- Ensure that contractual agreements align with company policies and support long-term partnerships. Monitor and drive compliance to contracts.
- Provide support as needed to resolve high level commercial and technical challenges faced by service partners.
- Screen and recruit new Service Agency partners.
Parts and Services Performance Management
- Analyze parts and service metrics to evaluate the performance versus annual business plan and the effectiveness of service strategies and initiatives.
- Develop and implement corrective actions as need to meet annual financial goals.
- Coordinate with Quality in analyzing warranty performance and identifying quality issues and other improvement opportunities.
Training
- Manage the development and maintenance of various training curriculum and monitor training records and compliance.
Key Requirements:
- Bachelor's degree
- A minimum of 3-5 years’ combined experience in product management, marketing and operations preferably with a manufacturing company.
- Strong leadership and team management skills.
- Excellent negotiation and communication abilities.
- Analytical mindset with the ability to interpret sales data and market trends.
- PC skills, including Microsoft Word, Excel, PowerPoint, and Outlook
- Based in the Boston area.
Salary : $110,000 - $130,000
