Job Description JOB SUMMARY
Monday-Friday 8am-5pm
Supervise the front-end repair evaluation service, sales and returns processes, and the repair receiving functions with a strong focus on achieving the repair sales volume goal.
Ensure that all business opportunities are responded to professionally and timely per company policy to maximize repair approvals.
The role ensures that internal and external communication is in place and that customer expectations are set, met and documented.
ESSENTIAL DUTIES AND RESPONSIBILITIES Ensure that the team communicates delivery promises and work with Production Management to ensure that these promises are metEnsure profit margins are achieved for both in-house and outsourced repairs.Ensure that the team are proactive in investigating and researching for the best possible customer solutionsAll front-end opportunities to be answered professionally and timelyOpen lines of communication between the department and sales to ensure requotes are sent in a timely mannerManage the team to ensure that all quotes are followed up routinely per company policyCoordinate between departments to ensure that technical BER or warranty evaluations are dealt with timely and efficiently for a speedy, accurate customer resolutionEnsure that your team maintain a clean and organized departmentMaintain accurate competitive repair pricingSupervise all outsourcing processes and proceduresSupervise technical preliminary evaluation team, repair receiving and service sales staffReference RIDL for all department SOP's and train staff on themRoutinely audit and spot check service sales processes and procedures for Continuous Process ImprovementPlan and support employee workload, dealing with any escalationsPrepare and deliver monthly reviews for all staff
May be modified from time to time.
Other duties, tasks and work may be assigned.
METRICS Number of Days from part Received to Quoted meets or exceeds 1-2 Days max in process cycle timeNumber of Days for parts pending customer approval, or held for scrap or return at or below 6 months max.Sales Goal Attainment meets or exceeds quotaAttainment of individual Pre-Evaluation metrics as set by Production Manager and objectives being met accordinglyMonthly deadlines and objectives met, as agreed and described in monthly reviews or through other project planning effortsQuality requirements are met as defined by systems and processes that measure and manage returnsGoal attainment for number of pcs.
produced meets or exceeds number of pieces received KNOWLEDGE & SKILLS REQUIRED Previous managerial and/or supervisory experienceA positive attitude with the ability to supervise and motivate employees in a team-oriented environmentManagement of allocated staff ensuring clear targets and training needs are metAbility to work well with upper management in implementing directives and other supervisory personnel in operating the departmentAbility to identify needed improvements in existing processes and implement changesWillingness to work irregular hours, including weekends if necessary, in order to complete assignments on schedule in order to meet objectivesAbility to handle relationships with customers and suppliersAbility to evaluate and solve problems as they occurAbility to work at fast paceAttention to detailProblem solving abilitiesGood communication skills EDUCATION & EXPERIENCE Previous Management experience in leading, supervising, and developing staffManaging and supporting others with complex cases and enquiriesTechnical product knowledge preferredElectronic/Industrial controls industry experience preferredOne to three years in a related environment with direct experience managing same or similar processes PHYSICAL DEMANDS Occasional sitting, reaching/working overhead, climbing or balancing, stooping, kneeling, crouching or crawlingFrequent walkingContinuous standing and repetitive hand motionOccasional sitting, reaching/working overhead, climbing or balancing, stooping, kneeling, crouching or crawlingContinuous standing and repetitive hand motionLifting requirements include occasional lifting over 50 pounds, frequent lifting of up to 25 pounds, and continuous lifting of up to 10 pounds BONUSES/COMMISSIONS
Eligible for monthly bonus
EMPLOYEE EVALUATION SUMMARY Introductory ReviewWill be written at approximately 80 days after employment and will be used to determine whether employment will continueMonthly Reviews - Monthly objectives are established, and a monthly summary review is administered which measures the attainment of those objectives.Annual Reviews - Review same as monthly reviews for year along with Strengths, areas for improvement, and Plans/Goals for upcoming year. WORK SCHEDULE
This is a management level exempt position that requires a work schedule that will achieve the results and objectives identified by the company and the General Manager, Production Services.
Generally, the company operates and most of those who will interface with this position work normal business hours, which are 8:00 am to 5:00 pm Monday through Friday, but several of the responsible areas have extended shifts beyond normal business hours.
Nights and weekends may be worked at the Manager's discretion based on current project and implementation needs, deadlines, and workload.
Time off will be granted with proper formal notice in accordance with company policy.