Service Manager

Service Manager Job Posting

The Opportunity

We are looking for the right person to take our service department to the next level. Our sales volume continues to increase and so does the demand for our service. Are you looking to take the next step in your career?

Do you take pride in your understanding of hydraulics, electrical and your ability to repair equipment and do other technicians come to you for answers?

Are you tired of all the Saturday repairs, the travel and are the physical aches and pains that come with repair work catching up with you?

Are you ready for a position where you still get the pride of using your valuable diagnostic and repair skills, plus you’re able to share your knowledge and effectiveness over thousands of customers all around the world, and not have to turn a wrench to do it?

If this describes you then this may be the opportunity you’ve been wanting.

Our balers and equipment play a vital role keeping our customers facilities running smoothly. So, when their balers are not working, our customers are not working. You will be the key player managing their expectations, helping them to troubleshoot and repair, and arranging for factory or dealer service and repairs when needed. While the sales team acquire customers, You and the service team retain our customers! Both are vital to our long term success.

Are you up to the challenge?

The Position

You will be responsible for creating happy customers.

This is a management position with direct reports and reports directly to the company President.

You will be responsible for overseeing service work, coordinate service dept. priorities and schedule, and overall service management.

You are the company liaison between the customer and Maren. You are responsible for maintaining clear communication on the status of repairs, troubleshooting and scheduled service.

You will work out of our office located in South Holland, IL.

Successful service departments establish a culture providing the best customer experience. Are you up to that challenge?

Our Customer Base

Maren Engineering has baler installations all around the globe including paper & box plants, tissue plants, printers, distribution centers, recycling centers and MRFs, scrap processors and manufacturing plants. These customers are a mix of privately held businesses and federal, state and local municipalities.

 Enjoy using your skills and knowledge to help others.

 Have a passion for providing excellent service.

 Effectively prioritize and coordinate repair/service orders.

 Take pride in your work because it reflects who you are.

 Establish and manage process and procedures.

 Will do whatever it takes.

 Follow through on your promises and commitments.

 Plan and prioritize your day and work your plan.

 Are seen as a leader.

 Get energized by the challenge of completing projects on time and accurately.

 You seek out solutions and not excuses.

Qualifications:

 High school diploma: two to four years related experience and/or training; or equivalent combination of education and experience

 Valid driver’s license with proper I.D. for travel.

 Pass applicable background check and drug screen

 Able to effectively operate office equipment. E.g., copier, fax, computer, phone, etc.

 Able to effectively operate company designated accounting, database, CRM, and Microsoft Office software as required to perform your role.

Experience Needed:

 You have a track record of successfully managing people.

 Having experience working in an equipment maintenance and repair role.

 Knowledge of hydraulic systems with the ability to interpret hydraulic schematics.

 Ability to read and interpret blueprints

 Knowledge of low voltage and 3 phase electrical systems with the ability to read and interpret electrical schematics.

 Feel comfortable participating in conference calls and discussions with various field representatives, customers, etc. for the purpose of planning installations, repairs, etc.

 You have been the voice of reason to guide customer calls and keep discussions positive and focused on solving problems and fixing equipment.

What You Will Actually Be Doing in This Role :

 Receive customer requests via phone, text and email requesting help to diagnose problems with their equipment.

 Direct customers and/or local repair techs with troubleshooting procedures to help diagnose problems.

 Direct and communicate the customer’s needs to Maren field service techs as required.

 Maintain service records of troubleshooting activities/events and when on site Maren service is required, document that the appropriate services have been completed.

 Prepare repair plans in coordination with Field Service Techs and others as appropriate including assembling documentation, parts, kits, tools, etc. and arrange for shipping of these items to the job site where appropriate.

 Maintain plan and participate with Field Service Techs to provide for customer after hours emergency telephone support.

 Locate and direct regional 3rd party hydraulic, electrical and general repair providers to repair Maren equipment where a dealer is not local and/or available.

 Maintain service knowledge base via books, binders, database, etc. for your own and others future reference.

 Participate in BOM creation for new shop orders.

 Proactively provide superior customer service levels that exceed customer expectations while staying within company policies and guidelines.

 Listen effectively to understand and communicate in a professional business-like manner to both customers and employees all pertinent subject matter.

 Establish priorities daily to ensure that products and services are delivered to customers as promised.  Analyze, organize, and prioritize daily workflow.

 Use time management skills to meet deadlines without sacrificing quality of work.

 Effectively train, develop, and motivate direct reports.

 Delegate by recognizing and utilizing the skills of others.

 Handle customer complaints, employee conflicts and daily operational problems in an even-tempered, fair, and consistent manner that is in alignment with company values.

 Demonstrate reliability in all actions with customers and employees.

 Capture and understand business performance data and apply it to increase productivity and business success.

 Consistently achieve established monthly goals and objectives.

 Learn and utilize the computer systems and software.

 Responds accurately and on time to all administrative and paperwork duties and deadlines including training, time records, invoices, evaluations, etc.

Compensation:

Based on experience.

Benefits:

Health, vacation, 401k