Service Center Manager

Vital Materials Co., Limited; Perrysburg (OH); On-site; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Service Center Manager to lead customer support for vacuum coating systems. This role requires a blend of technical expertise and exceptional interpersonal skills to ensure customer satisfaction while managing a team of technicians. The successful candidate will oversee equipment repairs, installations, and maintenance, ensuring compliance with safety regulations. With a focus on quality service and effective communication, this position offers a unique opportunity to drive operational excellence in a dynamic environment. If you are a motivated leader with a passion for technology and customer service, this role is perfect for you.

Qualifications

• 5+ years of experience in installing/repairing vacuum coating equipment.
• Advanced troubleshooting skills and knowledge of quality improvement methods.

Responsibilities

• Schedule and supervise equipment repairs and installations.
• Provide excellent customer service and maintain safety records.
• Manage spare part inventory and coordinate with suppliers.

Skills

Organization Skills

Time Management

Problem Solving

Communication Skills

Customer Service Skills

Electromechanical Troubleshooting

Statistical Process Control

Quality Improvement Methods

Education

Bachelor's Degree in Engineering (Electrical or Mechanical)

Tools

Microsoft Office

Job description

Service Center Manager

Purpose and Requirements of Position

The 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. It requires excellent organization skills, work planning, time management skills, and a proven ability to solve problems and mediate conflicts. To be successful, the Service Center Manager must be responsible, self-reliant, flexible, and a good motivator and communicator.

Essential Duties and Responsibilities

1. Schedule onsite equipment repairs, installations, modifications, and upgrades.
2. Provide professional and courteous service to customers with a primary goal of complete customer satisfaction.
3. Supervise technicians and assist them as required for troubleshooting and repairing equipment.
4. Manage the performance of start-up, warranty, paid service, and service contract activities in compliance with local regulations, OSHA, and company safety practices.
5. Maintain and replenish equipment, tools, consumables, and supplies used for the installation and repair of coating systems.
6. Submit requests for resources and capital equipment required to achieve high quality of service, fast response time, and meet customer expectations.
7. Coordinate support from sub-system suppliers of power supplies, vacuum pumps, end blocks, pressure measurement & flow management devices.
8. Manage spare part inventory at the service center (CP1) and coordinate replenishment orders for spare parts.
9. Serve as a company liaison with the customer's management on technical matters. Instruct customers in the complete operation and maintenance of equipment.
10. Keep management informed of down situations. Document, log, and report activities as required.
11. Work overtime and/or travel on short notice, including unscheduled call outs from home and other shifts as needed.
12. 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.
13. Prepare and submit all required paperwork on a timely routine basis.
14. Maintain all safety records and inspections for the service center.
15. Must be able to travel domestically and internationally overnight, as needed, 20% of the time. Must possess a valid passport.
16. Demonstrate excellent customer service skills (foreign & domestic).

Additional Duties and Responsibilities:

1. Initiate purchase orders for parts.
2. Keep informed and trained on the company’s most current systems, methods, and procedures.
3. Assist in planning the daily/weekly work schedule for field service engineers and technicians.
4. Mentor and provide technical assistance and training to less experienced personnel.
5. Exhibit good housekeeping practices in all work areas.

Qualifications/Education/Skills and Experience

1. Minimum Bachelor's Degree in Engineering (Electrical or Mechanical).
2. Minimum 5 years of experience installing/repairing vacuum coating equipment or similar equipment.
3. Advanced electromechanical troubleshooting skills.
4. Knowledge of statistical process control.
5. Knowledge of quality improvement process methods and terminology.
6. Preferred to be a German speaker.
7. Advanced PC skills and experienced with all Microsoft Office applications.