Service & Application Manager

Beyond TalentEdge has a direct hire opportunity for a Service & Applications Manager (Manufacturing). Our client is a Rochester Top 100 company in manufacturing.

We are seeking an individual that would be responsible for leading the Service & Applications departments. Provides leadership to facilitate Service and Application’s ability to meet departmental and company objectives. Monitors workload requirements and maintains appropriate staffing requirements to maintain customer satisfaction. Designs & implements service initiatives to achieve quick turn around on field issues and proper notification and escalation of issues to internal departments and senior management. Enforces current service policies and approaches and monitors them for appropriateness.

Responsibilities: 

• Performance Management for all direct reports including HR duties, timely feedback on issues, and rapid support for in-field Service team members.

• Develop the skills of all direct reports. Supervise staff to achieve short- and long-term company and departmental goals.

• Maintain efficient workforce. Control staffing levels, turnover, morale, and productivity.

• Create an environment where employees can efficiently provide service to customers in a timely fashion.

• Directs local and external team members to address customer needs.

• Manages schedules with ability to adapt, when needed.

• Report monthly metrics to senior management to highlight department profitability, efficiency, and improvement initiatives.

• Coordinates high profile customer activities with internal team, external Service team, and senior management.

• As needed, supports quoting activities with Regional Sales Managers. Handles warranty related issues to bring these to a timely conclusion.

• Attends other departmental huddles, communicates information from these meetings to direct reports in a timely manner.

• Serves on cross-functional teams throughout the year.

• Participate in trade shows as required.

• Traveling into the field for high profile warranty and customer satisfaction issues may be required. Travel could be up to 25% of the time.

• Build trust and establish credibility at all levels within the company.

• Ensure goal setting and alignment while carrying out the annual performance review process.

• Develop and maintain an environment that supports trust, teamwork, collaboration, and empowerment/engagement of employees to provide an environment of continuous improvement.

• Develop & maintain standardized processes to ensure all customer inquiries are handled in an accurate and timely manner.

• Maintain in-depth working knowledge of the company’s brands, systems, processes, and products.

• Other duties, as necessary.

Desired Skills and Qualifications:

• Minimum 3 to 5 years performance management experience

• Excellent interpersonal and communications skills

• Must have excellent organizational skills and a high level of follow through

• Self-motivated

Salary: 

$100,000 - $110,000

“Beyond TalentEdge is an Equal Opportunity Employer. It is the policy of Beyond TalentEdge to provide equal opportunity in employment and conditions of employment to all individuals regardless of age, race, color, religious beliefs, national origin, sexual orientation, gender identity, sex, veteran or military status, disability, pregnancy-related condition, predisposing genetic characteristics, genetic information, marital status, familial status, prior arrest, domestic violence victim status, non-job related convictions, participation in lawful activities outside of our workplace, or any other status protected by law.”