Service Lead, Production Systems & Training

RAMPF Group Inc; Wixom (MI); On-site; USD 70,000 - 100,000; Full time

Job summary

RAMPF Group Inc in Wixom, MI is seeking a Service Lead to drive the Service Department's performance, plan work, and ensure timely completion to meet customer expectations and quality standards. You will lead service technicians, coordinate with Project Management and machine-build teams, and develop training, procedures and documentation to improve response times and overall service quality.

This exempt, full-time role requires 5 years of technical service experience and an associate degree or

Qualifications

• 5 years of technical service experience
• Associate degree or higher in a related discipline
• Mechanical inclined
• Willing to travel 30% of the time

Responsibilities

• Prioritize, manage and schedule department for service installations, in-house repairs and preventative maintenance
• Supports integration with all departments
• Develop training documentation for customers and in-house service training
• Documents service installation actions by completing forms, reports, logs, and records
• Maintains customer confidence by keeping service information confidential
• Oversees preparation of quotes and verify all allocation of work with documentation utilizing SAP and Monday.com
• Verifies conformance of parts to bill of material and drawings, using measuring instruments
• Work together with PM to ensure build milestones are met per timing + material is ordered
• Prepare machines for internal Factory Acceptance Test (iFAT) and perform quality checks once iFAT is done
• Manage stock for machine builds (fittings, fasteners, hoses, cables, etc.)
• Conduct annual performance reviews
• Focus on customer satisfaction (use of surveys to analyze service tech work)
• Improve customer experience (response time, quality of service)
• Improve service documentation (troubleshot guidelines, follow up calls, reports, etc.)
• Improve expertise of technicians (work on Training plan / Qualification Matrix)
• Generate career path for service technicians (based on experience + time + knowhow)
• Analyze (OT) overtime per service technician and ensure time allocation makes sense per the job
• Maintain and manage the service schedule through collaboration with RGI - Mex
• Mange the RPR – RGI customer service area / hotline and manage service requests
• Generate best practice, lessons learned and troubleshooting documentation
• Implement a knowledge hub on Monday
• Other duties as assigned

Skills

Electrical troubleshooting

Mechanical troubleshooting

MS Office

SAP

Monday.com

Education

Associate degree or higher in related discipline

Job description

RAMPF Group Inc in Wixom, MI is seeking a Service Lead to drive the Service Department's performance, plan work, and ensure timely completion to meet customer expectations and quality standards. You will lead service technicians, coordinate with Project Management and machine-build teams, and develop training, procedures and documentation to improve response times and overall service quality.

This exempt, full-time role requires 5 years of technical service experience and an associate degree or