CUSTOMER SERVICE LEADER

AIDA-America; Dayton (OH); On-site; USD 90,000 - 130,000; Full time

Job summary

AIDA-America is seeking a Service Manager to own overall customer satisfaction on designated capital equipment projects, coordinating emergency repairs, planned service, upgrades, and installations with dispatching field service engineers as needed.

You will collaborate with Engineering, Manufacturing, AMS, Quality, Finance and leadership to resolve issues, drive continuous improvement, mentor service personnel, and ensure clear, respectful communication with customers using CRM and SAP systems.

Qualifications

• BS in Mechanical Engineering or equivalent combination of education and experience.
• Excellent oral, written and interpersonal skills.
• Experience in field service of electro-mechanical capital equipment.

Responsibilities

• Take ownership for overall customer satisfaction on designated projects.
• Coordinate emergency repairs, planned service, upgrades and installations.
• Establish resources and teams to meet budget and exceed customer expectations.
• Collaborate with Service Leadership and Engineers to maintain strong customer relationships.
• Work with Engineering, Manufacturing, AMS, Quality, Finance and Leadership to resolve questions.
• Provide troubleshooting support via email or phone and track cases in CRM.
• Follow service order processes from estimate to closing (POs, reports, SAP costs).
• Lead continuous improvement of Service policies and procedures.
• Conduct annual performance reviews for Service Engineers.
• Support other departments, including AMS, Parts, and cross-border teams.

Skills

Customer service

Communication

Team leadership

Problem solving

Interpersonal skills

Education

BS in Mechanical Engineering

Tools

CRM software

SAP

Job description

Will maintain world class customer service relations through a customer facing attitude, responsive communication, equipment troubleshooting, job scheduling, and finding solutions to tough problems.

EDUCATION:

A BS in Mechanical Engineering or an equivalent combination of education and experience.

PREFERED EXPERIENCE

Experience in the field service business (including dispatching field service engineers for installations, warranty, breakdown and preventative maintenance service) of electro-mechanical capital equipment.

Experience with metal forming equipment installation and repair experience.

First responder, ability to balance customer demands & company priorities and make sure the customer is ultimately satisfied and treated with respect.

Excellent oral, written and interpersonal skills.

JOB FUNCTIONS:

Take ownership for overall customer satisfaction with Service for a designated list of customer projects focusing on your experience that could include any of the following: emergency repair jobs, planned service jobs, AMS upgrades, overhauls, PM inspections, installation support, warranty jobs, relocation and others.

Understand the project commitments and job requirements and establish the team and resources to accomplish such within budget and delivering beyond the customer’s expectations.

Team up with the Service Leadership team and the Service Engineers to develop a strong relationship that facilitates satisfying the customer in every interaction every day.

Work with other key business functions to identify and resolve customer questions and problems – Engineering, Manufacturing, AMS business, Quality, Finance, and Executive Leadership.

Insure timely feedback of quality defects from customers and Service associates to Quality, Product Management, Engineering, and Manufacturing for product improvement.

Provide troubleshooting support to customer via email or over the phone and monitor these cases using CRM software.

Properly follow and monitor all steps involved in the service order creation and closing (estimate preparation, PO receipt, service report, invoices, SAP costs, closing)

Work towards continuous improvement of the policies and procedures in the Service department.

Provide annual performance appraisals for Service Engineers and review these in person.

Monitor and provide guidance for skill development of Service Engineers, utilizing a skill map and quarterly/annual reviews, in order to improve the overall skill level of the department.

Support other departments in Service as necessary, (AMS, Parts, AIDA Canada, AIDA Mexico).

Performance Management of Direct Reports

• Maintain accurate job descriptions for all direct reports and review at least annually.
• Define and assess skills and set individual goals for all direct reports.
• Establish and execute training and development programs for all direct reports.
• Set performance metrics for all direct reports. Establish a process that tracks, measures and reports "on-time" performance of projects and assignments.
• Ensure that direct reports understand the definition of "good quality" as it relates to their work.
• Ensure that all direct reports know and abide by all AAC company policies and act in an ethical and professional manner, including the maintenance and protection of company assets.

Quality Management System (QMS)

• Perform daily work in compliance with AAC's QMS and actively participate in AAC's objective to continuously improve AAC's QMS.
• Work in a constructive manner to ensure department outputs satisfy downstream customers and work with upstream suppliers to solve problems.
• Use the Corrective Action/Preventive Action (CAPA) system to identify and capture customer complaints, internal complaints, audit findings, and rework costs, as defined in the CAPA process flow and work instructions.
• Establish a system that provides regular feedback from downstream customers regarding the department’s performance.
• Reject poor quality from upstream suppliers.
• Provide regular feedback to upstream suppliers in order to minimize rejections.
• Refer to Managerial Skill Map (AAC-F-ADM-31-A) for relevant skill set requirements.
• Understand and work to support achievement of corporate and departmental objectives.
• Know the AAC Corporate, Associate and Customer Vision and the AAC Quality Policy and conduct daily work in a manner that supports achievement of such.
• Work with supervisor to establish and meet individual training and development goals.
• Know and abide by all company policies.
• Act in an ethical and professional manner.

All of the above functions are essential for the position. Reasonable accommodations for disabilities (as defined in the Americans with Disabilities Act) will be made. All qualification/requirements listed indicate the minimum levels of knowledge, skills, experience and/or abilities deemed necessary to perform effectively. Quality is a critical factor of job performance. This position description is not to be construed as an exhaustive statement of accountabilities, duties, responsibilities of requirements. Any individual may be required to perform any other job-related activities or functions requested by his/her manager, subject to reasonable accommodation.