What are the responsibilities and job description for the Regional Service Manager position at Engel Machinery?
ENGEL embodies a spirit of innovation, built on decades of experience. With a dynamic workplace, ENGEL is the injection molding industry leader in technological advancements, ensuring sustainable global growth. The ENGEL company history is a success story that we keep on writing everyday together with our employees.
Do you have what it takes to spur game-changing innovation, generate creative solutions and add world-class value to our customers? Then get ready to join the ENGEL team and become part of the next chapter in our history as we continue to grow the business in North America!
ENGEL Machinery North America has a job opportunity for a Regional Service Manager in our Customer Service Department ("CSD"). .
ENGEL provides excellent benefits including health, dental and vision insurance all upon first day of hire (no waiting period and very robust coverage at an affordable price), 401k with match, 3 weeks PTO, personal time off, employer paid life insurance, long and short term disability, and an employee-centric environment.
Job Summary
Manages and directs the daily operation of the assigned Region within ENGELs service department, including in-house service advisers, service assistants, and outside field service technicians. Serves as the liaison between customers and internal ENGEL employees, including field service technicians, service advisers, sales, accounting, engineering and spare parts associates. Provides technical support to service advisers, field technicians, and engineers in all aspects of injection molding machines and/or robots. This is a key position within the organization to provide top-tier service to our customers both internally and externally. Must have experience in leadership, effective management, and a proven track record of developing and growing a team both onsite and remotely.
Essential Duties & Responsibilities
Oversees the day-to-day operations of the assigned region within the Service Department
- Lead, manage, and develop a team of 15 employees (4 onsite administrative/coordinators field service technicians) to provide top-tier support for customers in need of technical support related to our products.
- Collaborate with other Regions and Regional Service Managers to ensure complete service for customers across North America
- Coordinates requirements of the customer base by supervising requests for startups, emergency breakdowns, retrofits and technical service and support.
- Assists Engel employees with questions or issues related to spare parts, engineering, technical sales, service, retrofits and accounting.
- As needed, directs questions outside of resources at Engel York to proper channels at Engel Austria.
Handles requests that enter the service organization
- Manages email service requests received from individuals as well as those submitted to a group email box. Also monitors voicemail requests.
- Determines priority level of response to those requests and delegates appropriately
Supervisory Responsibilities & Leadership
- This position is responsible for the direct and complete oversight, planning and management of hiring, firing, creating and carrying out performance reviews, performance improvement, etc.
Qualifications
- Bachelors or Associates Degree in engineering, or equivalent work and industry experience
- Minimum of 10 years experience in the Injection Molding Industry, including the injection molding life cycle of mold setup, maintenance, processing and quality.
- Strong computer skills in Microsoft Suite
- SAP experience preferred but not required
WHY ENGEL? The ENGEL group has been thriving for decades. This is because as a family-run company, we rely on long-standing relationships and aim to live up to our own exacting standards of expertise and experience in all fields of plastics processing. We see ourselves as a driving, innovative force that has continually set new standards in a dynamic and diverse industry. Our competitive edge has come from generating added value for customers worldwide.
ENGEL attaches great importance to flexibility, innovation and self-responsibility of all of its employees and business units. This is the only way to consistently supply and guarantee results of the highest global standards.
ENGEL offers a competitive total compensation package to eligible employees, including: health, dental, LTD and life insurance, 401k with match, contribution to HSA, Dependent and Health FSA, vacation pay and holiday pay.
We are looking forward to receiving your application and resume and going over the position with you.
ENGEL is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protective veteran status or any other category protected by state or local laws.
ABOUT THIS COMPANY ENGEL is a global leader in the manufacture of plastics processing machines. Today, the ENGEL Group offers a full range of technology modules for plastics processing as a single source supplier: Injection molding machines for thermoplastics and elastomers, and automation. In 2016/2017 ENGELs turnover totaled approximately 1.36 billion euros worldwide, with 5,900 employees across nine production plants in Europe, North America and Asia (China and Korea), and subsidiaries and representatives in more than 85 countries. ENGEL offers its customers the excellent global support they need to compete and succeed with new technologies and leading-edge production systems.
