What are the responsibilities and job description for the Service Agreement Manager position at Mackinnon Bruce International?
We are seeking an experienced Service Agreement Manager to oversee service contract execution, drive customer retention, and ensure profitability within the food processing or packaging industry. This role requires a strategic leader with strong financial acumen, customer service expertise, and a proactive approach to continuous improvement.
Key Responsibilities:
- Oversee the execution and performance of service agreements, ensuring customer satisfaction and operational efficiency.
- Drive results to achieve or exceed monthly, quarterly, and annual revenue and profitability targets.
- Foster long-term customer relationships by delivering high-value service and ensuring contract renewals.
- Work with regional service teams to allocate resources effectively and ensure timely service execution.
- Review and approve service agreements, ensuring accuracy in pricing, terms, and profitability projections.
- Implement and lead LEAN initiatives and problem-solving methods to enhance department productivity.
- Monitor customer complaints, conduct root cause analyses, and implement corrective actions.
- Stay up-to-date on industry regulations, best practices, and innovations.
- Visit customer sites to ensure service quality, conduct audits, and maintain strong client relationships.
- Provide support outside regular hours to address service-related issues when necessary.
Qualifications & Skills:
- Experience: 5-7 years in service management, project management, or a customer-facing role in the food processing or packaging industry.
- Education: Bachelor’s degree in Business Administration, Engineering, Project Management, or a related field preferred.
- Leadership: Proven ability to manage teams, mentor staff, and hold team members accountable for performance.
- Financial Acumen: Strong understanding of budgets, P&L management, and data-driven decision-making.
- Customer Service Expertise: Ability to develop and maintain long-term customer relationships.
- Technical & Software Skills: Proficiency in MS Office, ERP systems, and cloud-based service management platforms.
- Travel: Must be able to travel (~25%) and work in food processing environments with required PPE.
This is a dynamic role offering the opportunity to lead a high-performing service team and make a meaningful impact in a fast-paced industry. Let me know if you’d like any refinements!
