What are the responsibilities and job description for the Director of Service - Manufacturing Facility position at Mensor LP?
Interested candidates are encouraged to apply directly to the Mensor website at www.mensor.com.
Company Overview
Mensor is based in San Marcos and offers employees work life balance, excellent benefits, casual dress code and tuition reimbursement. We believe in the health and well-being of our employees and offer many wellness activities for our employees to participate in.
Mensor has been a leader in the manufacturing of high-accuracy pressure measuring and calibration instruments since 1969. With a strong commitment to quality and innovation, we have built an international reputation in the precision pressure instrumentation market.
Summary
We are seeking a Director of Service to oversee our Customer Service Department. This key role will primarily be responsible for assuring service support provided by Mensor is maintained as a benchmark for other companies to emulate, while documenting procedures, processes and programs that are scalable for distribution to our partners around the world in our mission to push service as close to the customer as possible.
Responsibilities
- Continual improvement of service department results by establishing and communicating service metrics, monitoring and analyzing results and implementing required changes.
- Recommends process and/or organizational improvements to create a more efficient service center.
- Develop procedures and processes for communicating technical topics or problems to our satellite locations, so they are informed and aware of any new techniques or issues.
- Oversee the development of videos, service manuals and other tools to be used in training and supplied to satellite locations.
- Maintain contact with customers, conduct surveys, benchmark best practices, and employ other resources and techniques to position our service capabilities as a strong proposition in support of our instruments sales and growth objectives.
- Coordinates with Q/A, Sales, Operations and Engineering to insure they are aware of any frequent product failures or customer concerns.
- Ensure new product development includes the needs of service centers for tooling and assemblies necessary to repair products globally.
- Schedules, develops curriculum, and oversees service training for customers and technicians.
- Monitors workload of the office administrators, service support engineer and technicians and makes adjustments accordingly to ensure department priorities are met.
Requirements
- Must have high school diploma / GED or equivalent.
- 5 years of Product Customer Service experience in a manufacturing setting. Global experience preferred.
- Computer proficiency: CRM systems, ERP software and Microsoft Office Suite.
- Leadership: proven ability to develop high-performing teams and drive accountability while achieving measurable business results.
- Planning: strong strategic planning and execution sills.
- Excellent interpersonal and communication skills.
- Must have a strong customer orientation mindset.
- Strong negotiation and conflict resolution skills.
- Experience in developing and deploying Customer Service systems.
- Ability to analyze and enhance service operations, including process efficiency and various communication channels; (e.g. website, FAQ).
- Proven ability to manage competing priorities and deadlines.
- Approachable, empathetic leader who fosters a collaborative work environment.
Interested candidates are encouraged to apply directly to the Mensor website at www.mensor.com.
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Parental leave
- Referral program
- Tuition reimbursement
- Vision insurance
Schedule:
- Day shift
- Monday to Friday
Experience:
- Product Customer Service: 5 years (Preferred)
Work Location: In person
