National Service Manager

Key Responsibilities:

• Manage Technical Service team in India
• Manage staffing, training, and performance evaluations for Service team
• Participate in the budgeting and forecasting of Technical Service Revenues and Costs in the India; Accountable for meeting forecasted targets
• Establish a customer focused culture: Be a key driver in changing the service organizations orientation from account maintenance to continuous improvement
• Support Service Team with complex and advanced product problems on all equipment by involving appropriate cross-functional support
• Train, coach, and motivate the team to effectively manage business processes for consistent service
• Review and approve expenses for direct reports for accuracy and legitimacy

• Ensure that Atlas delivers exceptional Service to its customers
• Assure timely resolution of post sale customer issues and provide proper feedback for corrective action to impacted departments in the BU
• Monitor and evaluate Warranty activity and costs to ensure timely resolution at minimal cost
• Analyze, improve and maintain all internal processes regarding technical and customer service, product support, order processing, distributor/representative field support, pricing systems, model number configuration tools, return policies and customer relationship management
• Assure product literature content is technically accurate to provide customers with required installation and use information
• Partner with Quality to drive root cause corrective action
• Participate in SIOP (Sales, Inventory, and Operations Planning) to ensure appropriate balance between customer service requirements and inventory management goals is achieved
• Partner with Quality to ensure that ISO 9001, ISO 17025 and other appropriate accreditations are maintained
• Ensure that Service teams are capable of supporting newly launched or updated products by interfacing with Engineering team before during and after product design efforts
• Work with staff and cross-functionally to ensure that the service team is outfitted with tools, supplies, and software sufficient to meet service goals

• Business partner to other departments
• Provide information concerning trends and corrective action
• Interface with Sales, Product Management, Engineering and Marketing teams to ensure that Atlas customer relationships are effectively maintained
• Act as training liaison for technical, customer and sales functions to ensure transfer of knowledge meets highest product and quality standards
• Provide information on significant problems that may exist regarding product quality
• Partner with supporting functions (Operations, Sales, Quality and Engineering) to provide feedback required for corrective action
• Ensure suitable participation in Engineering development, design, and product launch teams

Requirements:

• Proven experience in successful management of Technical Service workforce
• Must possess solid understanding of Weathering Instruments and associated applications and markets
• Experience within an electrical or test instrument manufacturing environment
• Demonstrated experience as a skilled user of process, guidelines and resources; subject matter expert
• Experience managing and maintaining business processes and personnel associated with product engineering and post-sale technical and customer support
• Proven track record of effective team management, including measuring Technical Service team productivity through monthly metrics and dashboards
• Successfully manage business processes for consistent customer satisfaction
• Effectively analyze data and provide clear summary interpretation and next step action plans
• Proven track record of maximizing revenue generation from Technical Services activities (training, paid field service trips, paid start-up and commissioning service, service contracts, site audits)
• Experience in driving cultural change
• Able to motivate and inspire a culture of continuous improvement
• Strong relationship builder
• Strong communication skills, both verbal and written
• Able to travel as required domestically and internationally (25%)
• Strong judgment and decision-making ability
• Self-starter, working well both independently and as part of a team, with both subordinates and peers.
• Must be proficient in Microsoft Office products (Word, Excel, Powerpoint), Experience with Sales Force CRM