What are the responsibilities and job description for the Service Center Manager position at Vital Materials Co., Limited?
Service Center Manager
Purpose and Requirements of Position
Service Center Manager is a supervisory level position responsible for the support and service to customers for Vital & FHR built vacuum coating systems. This position requires detailed technical knowledge of vacuum equipment and subsystems. This position must be fluent in German in order to communicate with colleagues in Germany. This position requires excellent organization skills, work planning, time management skills, proven ability to solve problems and mediate conflicts. To be successful, the Service Center Manager must be a responsible, self-reliant, flexible, a good motivator and communicator.
Essential Duties and Responsibilities
- Schedule onsite equipment repairs, installations, modifications, and upgrades.
- Provide professional and courteous service to customers with a primary goal of complete customer satisfaction.
- Supervise technicians, and assist them as required, for the troubleshooting and repairing of equipment
- Manage the performance of start-up, warranty, paid service, and service contract activities in compliance with local regulations, OSHA and company safety practices.
- Maintain and replenish equipment, tools, consumables and supplies used for the installation and repair of coating systems.
- Submit requests for resources and capital equipment required to achieve high quality of service, fast response time, and meet customer expectations.
- Coordinate support from sub-system suppliers of power supplies, vacuum pumps, end blocks, pressure measurement & flow management devices.
- Manage spare part inventory at the service center (CP1) and coordinate replenishment orders for spare parts
- Serve as a company liaison with the customer's management on technical matters. Instruct customers in the complete operation and maintenance of equipment.
- Keep management informed of down situations. Document, log and report activities as required.
- Work overtime and/or travel on short notice, including unscheduled call outs from home and other shifts as needed.
- Prepare and conduct customer meetings and communicate orally with customers in face-to-face, one-on-one settings, group settings and communicate professionally by e-mail and telephone as needed.
- Prepare and submit all required paperwork on a timely routine basis.
- Maintain all safety records and inspections for service center.
- Must be able to travel domestically and internationally overnight, as needed, 20% of the time. Must possess a valid passport.
- Demonstrate excellent customer service skills (foreign & domestic).
Additional Duties and Responsibilities:
- Initiate purchase orders for parts.
- Keep informed and trained on the company’s most current systems, methods and procedures.
- Assist in planning the daily/weekly work schedule for field service engineer and technicians
- Mentor and provide technical assistance and training to less experienced personnel.
- Exhibits good housekeeping practices in all work areas
Qualifications/Education/ Skills and Experience
- Minimum Bachelors Degree –Engineering (Electrical or Mechanical)
- Minimum 5 years of experience installing/repairing vacuum coating equipment or similar equipment
- Advanced electromechanical troubleshooting skills.
- Knowledge of statistical process control.
- Knowledge of quality improvement process methods and terminology.
- Must be fluent in German with excellent oral and written communication skills, including diplomacy and tact
- Advanced PC skills and experienced with all Microsoft Office applications