Service Engineering Manager

ABEC Inc; Bethlehem (Northampton County); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage starting on first day

Generous 401(k) with 40% company match

10 paid holidays and 3 weeks of vacation annually

Company-paid life insurance

Education support for college tuition

Employee referral bonus program

Job summary

ABEC Inc is looking for a Service Engineering Manager in Bethlehem, PA. This role will focus on leading the service department, maintaining customer relationships, and overseeing staff to ensure service excellence. You will troubleshoot product service issues, provide education to customers on product usage, and ensure timely inquiry responses.

The ideal candidate has a Bachelor's Degree in Business or Engineering, with 5 years of relevant experience, and the ability to lead a team effectively.

Qualifications

• 5 years of equipment service, customer service, or engineering experience with a focus on customer interaction.
• Proven ability to lead and supervise a team.
• Knowledge in electrical and mechanical equipment, particularly ABEC equipment.

Responsibilities

• Provide optimum service support for customers through phone and personal visits.
• Lead and develop the Service Engineering staff.
• Investigate and troubleshoot product service issues.

Skills

Leadership

Customer Service

Equipment Service

Electrical and Mechanical Knowledge

Microsoft Office Suite

Education

Bachelor's Degree in Business / Engineering

Tools

3D Parametric CAD

Job description

Company Background

ABEC is a leading supplier to the biopharmaceutical manufacturing industry. ABEC’s unique value is based on combining long experience with the ability to engineer, design, manufacture, commission, qualify, and service the entire bioprocess to reduce overall cost, shorten time to market, and maximize productivity. ABEC’s products include process and equipment engineering/consulting services, comprehensive site services, bioreactors and fermenters, filtration and chromatography systems, prep and hold systems, and cleaning/sterilization systems.

Benefits include

• Day 1 Benefits: Medical, dental, and vision coverage starts first day of hire
• Generous 401(k): 40% company match.
• Paid Time Off: 10 paid holidays and 3 weeks of vacation per calendar year
• Company-Paid Life Insurance
• Education Support: College tuition benefit program
• Employee Referral Bonus Program

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.