Service Engineering Manager

ABEC; Bethlehem (Northampton County); On-site; USD 80,000 - 100,000; Full time

Job summary

ABEC, a leader in integrated process solutions for the biopharmaceutical industry, seeks a Service Engineering Manager to lead their service department. This role involves addressing customer complaints, coordinating service activities, and overseeing staff to ensure optimum service support.

The ideal candidate will have a Bachelor's Degree in Engineering or Business, at least 5 years of experience in equipment service, and strong leadership skills.

Qualifications

• 5 years in equipment service, customer service, or engineering with a heavy focus on working with customers.
• Proven ability to lead, supervise and coach a team.
• Knowledge or experience in electrical and mechanical equipment.

Responsibilities

• Provide optimum service support for customers through phone and personal visits.
• Recommend and perform service activities according to company policies.
• Develop documentation for service-related issues and resolutions.
• Investigate and troubleshoot product service issues.
• Educate customer representatives about product usage and maintenance.
• Oversee and manage Service Engineering staff.

Skills

Leadership Skills

Customer Service

Attention to Detail

Mechanical Knowledge

Microsoft Office

Education

Bachelor’s Degree in Business / Engineering

Tools

3D Parametric CAD

Microsoft Word

Microsoft Excel

Job description

Since 1974, ABEC has been a global pioneer in providing integrated process solutions and services for the biopharmaceutical industry. The company partners with leading pharmaceutical and biotech organizations worldwide to support the manufacturing of antibodies, vaccines, and recombinant protein therapies. Known for its extensive expertise, custom approaches, and dependable solutions, ABEC offers turnkey services that reduce costs, accelerate time-to-market, and enhance productivity. With comprehensive in-house capabilities, ABEC stands at the forefront of biopharma manufacturing innovation. For more information, visit www.abec.com.

Position Summary

The position of Service Engineering Manager will be responsible for leading the service department staff in the maintenance and correction of products that have been sold. This position will be required to address customer complaints, evaluate and resolve problems of the customer, assist in installation of equipment, analyzes, inspects and reviews findings to determine the solution to the problem that the customer demands, works alongside with technical engineers; offers customer training for the product; repairs, provides customers with regular reports and feedback on their service requests; develops and maintains relations with customers; reports common complaints of customers to top management in order to address the situation for future reference; makes recommendations to maintenance technicians; and offers feedback on product development, features and functions.

Responsibilities

• Provide optimum service support for customers through phone, personal visits, etc.
• Recommend and/or perform service activities according to company policies and safety standards.
• Develop documentations for service related issues and resolutions.
• Investigate and troubleshoot product service issues.
• Identify problems and record solutions for reference purposes.
• Educate customer representative about the product usage and maintenance.
• Stay updated on industry standards and technical service knowledge.
• Address customer inquiries in a timely manner.
• Provide guidance/direction in achieving company goals to service representatives.
• Assign job duties and responsibilities as needed.
• Provide continuous training and devise training programs.
• Oversee and manage Service Engineering staff.
• Coach, develop and provide guidance to the team.
• Support and maintain ABEC Key Initiatives and Core Values.
• Coordinate with various teams to fix product issues.
• Inform management on product service issues as observed through interaction with clients.
• Execute other tasks as assigned.
• Ability to travel when required, averaging 20-25%.
• Will play an active role in identifying and driving Continuous Improvement (CI) opportunity.

Qualifications

• Bachelor’s Degree in Business / Engineering or equivalent training.
• 5 years in equipment service, customer service, or engineering with a heavy focus on working with customers.
• Proven ability to lead, supervise and coach a team.
• Knowledge or experience in electrical and mechanical equipment; familiar with ABEC equipment and services.
• 5 year post graduate in drafting and design.
• Knowledge of 3D Parametric CAD.
• Proficient with Microsoft Office applications; including Word and Excel.
• Detail oriented with a solid understanding of drafting standards, design fundamentals, and related fabrication processes.
• Awareness of and prior experience with implementing Continuous Improvement (CI) a plus.
• Prior Lean/Six Sigma experience a plus.