Diagnostics & Repair Manager - Industrial Manufacturing Industry

Double E Group; West Bridgewater (MA); On-site; USD 70,000 - 90,000; Full time

Job summary

Double E Group is looking for a Repair Services Manager based in West Bridgewater, MA. In this role, you will oversee the entire repair life cycle, ensuring exceptional customer service and efficient diagnostics. Key responsibilities include clear communication with customers, identifying solutions for their needs, training support staff, and mentoring them. You should possess strong organizational and communication skills with a BS in Engineering or relevant experience in the manufacturing sector. Join us to drive revenue growth and enhance customer satisfaction in repairs.

Qualifications

• Must be organized and able to multi-task in a fast-paced environment.
• Good understanding of a service business in a manufacturing environment.
• Ability to read and interpret operating/procedure manuals and blueprints.
• Excellent communication, computer, and analytical skills.

Responsibilities

• Provide exceptional customer service and manage repair lifecycle.
• Communicate clearly with customers throughout the repair process.
• Ensure customer issues are resolved to their satisfaction.
• Mentor and train repair support staff.

Skills

Organizational skills

Communication skills

Leadership abilities

Analytical skills

Customer service orientation

Education

BS in Engineering or 3 years of technical experience

Tools

CRM/ERP software

Job description

Company

Double E Group is a 54-year-old global company, which designs and manufactures highly engineered components and systems for a wide range of material manufacturing and converting industries, to include paper, film, foil, and packaging.

Description

We are seeking a talented leader for the position of Repair Services Manager, based out of our Global Headquarters in West Bridgewater, MA.

Position Description

This role is responsible for managing the entire repair life cycle in order to provide exceptional customer service, efficient and effective repair diagnostics and project management, and drive revenue growth in repairs and new product engineering.

Responsibilities

• Exceptional customer service
• Clear and responsive communications with customer throughout repair lifecycle
• Ensure we have true understanding of customer issues
• Make sure issues are fully resolved to meet or exceed customer's satisfaction
• Efficient and effective repair diagnostics and project management
• Develop knowledge of assigned product lines – end user applications, product specifications, repairable components, system requirements
• Learn Double E’s engineering and manufacturing processes and capabilities in order to understand and recommend potential solutions
• Implement processes to efficiently and effectively evaluate customers' needs, product failure modes, and potential solutions
• Build strong relationships and communications across Double E sales, customer service, product management and manufacturing teams
• Provide clear and timely recommendations to customers (e.g. repair existing product, replace with same product, offer a new solution)
• Travel as needed to customer facilities to inspect and diagnose customer issues.
• Manage end to end repair lifecycle to from RMA open to close.
• Follow up with any unsatisfied customers to make sure their problems are resolved.
• Maintain continuous improvement in efficiency of support processes and customer satisfaction.
• Mentor and train all repair support staff.
• Drive revenue growth & profitability in repairs and new product engineering.
• Make Double E the highest rated in industry for customer satisfaction in repairs
• Critical member of Voice of Customer process team to improve products and service level
• Integral player in New Product Development team

Requirements

• Must be organized and able to multi-task in a fast-paced work environment.
• Strong written and verbal communication skills.
• Good understanding of a service business in a manufacturing environment.
• Ability to read and interpret operating/procedure manuals and blueprints.
• Demonstrated leadership abilities and achievement oriented.
• Excellent analytical and problem-solving skills.
• Excellent communication, computer, reporting, and analytical skills.
• Customer service oriented and ability to work well in a collaborative environment.

Education and Experience

• Strong mechanical background either through educational or work experience
• 1 + years of sales and/or engineering experience within a manufacturing industry.
• Excellent computer skills and an understanding of CRM/ERP software programs desired.
• BS in Engineering or minimum of 3 years technical experience in a related function.
• Familiarity with ERP/MRP systems preferred.