Job description
Thank you for your interest in positions at IPG Photonics.
All Applicants must apply on our company website to be considered. Please visit www.ipgphotonics.com and click on the “Company” tab. We look forward to seeing your application soon!
The Assistant Service Manager is responsible for the execution and management of system service, preventative maintenance, and warranty support for systems. This position should identify repeating warranty issues that need to be addressed by design, manufacturing, or engineering. Receives incoming requests from customers, troubleshoots issues, creates service plans, and directs resources to support orders. This position is responsible for quoting assigned service jobs and assists in the management of the service projects. The Assistant Service Manager is responsible for contributing to a high level of customer satisfaction.
The Assistant Service Manager is responsible for the execution and management of system service, preventative maintenance, and warranty support for systems. This position should identify repeating warranty issues that need to be addressed by design, manufacturing, or engineering. Receives incoming requests from customers, troubleshoots issues, creates service plans, and directs resources to support orders. This position is responsible for quoting assigned service jobs and assists in the management of the service projects. The Assistant Service Manager is responsible for contributing to a high level of customer satisfaction.
JOB FUNCTIONS
Supervisory Responsibilities: Customer Service, three direct reports; Service, ten indirect/dotted line reports
Duties/Responsibilities:
- Directing and expanding the Service department.
- Responsible for being a technical resource to Sales, Design, Project Management, and Customers. Provides consulting for system orders. Solves specific process related problems. Specs out process equipment for ordering.
- Responsible for providing support to customers by phone, as well as coordinating Service Engineering resources to travel to customer facilities for service calls.
- Assesses customer issues and creates plans and solutions while ensuring efficient use of resources and timelines are met.
- Meets by phone with, or travels to customers as required to work through customer problems or concerns. Willing to travel with service staff as required to ensure Genesis high quality standards of customer service, and customer expectations are met.
- Creates employee schedules and supports travel requests.
- Along with Service Manager, has oversight on all system quality audits that are done at Genesis or onsite at customer.
- Quote service jobs accurately and proficiently.
- Support quotes for spare parts and preventative maintenance.
- Successfully negotiate with customers regarding invoice disputes.
- Ability to build strong relationships through communication with customers and vendors, both internally and externally.
- Maintain Vendor required certifications and training as required.
- Performs scorecard reviews annually.
- Works with Accounting to ensure completion and accuracy of billing.
- Performs other related work and special projects as directed by the Service Manager.
- Assists Technicians, Engineers, Project Managers on the build floor with technical or troubleshooting issues, and/or vendor supplied equipment as needed. Assists Sales personnel with customer service issues as needed.
- Obeys company policies and procedures and observes all safety regulations.
- Authority to approve onsite work beyond scope.
- Authority to add/insert redlines to any Job drawing package during build/programming.
- Design authority.
- Authority to recommend changes that will affect more than one job or process according to the ECO/ECR instruction.
- Authority to approve Job changes/drawing packages internally.
- Authority to request purchased materials/job additions/changes in accordance with company policies.
- Authority to evaluate safety and functionality/risk/compliance associated with Job. (ISO 10218-2)
- Authority to audit completion of Jobs for release. (Other defined individuals)
- Authority to purchase on behalf of the company according to spend policy.
- Authority to Schedule travel according to the travel policy.
- Authority to work out of sequence.
- Authority to inspect for fitness of use.
- Authorized to review and approve Corrective actions for supplier non-Conformances.
- Authority to approve threshold for Nonconformance/Corrective actions.
- Review of Non-Conforming Product, Approval of returned Corrective Action.
- Authorities to schedule resources.
- Authority to perform contract review for projects.
- Authority to evaluate project/company risk.
- Authority to complete assigned repair/installation work onsite.
QUALIFICATIONS
Education: Associate degree or bachelor’s degree or equivalent and Associate degree or bachelor’s degree in an engineering field highly preferred.
Experience: Five years’ experience in electrical, mechanical, controls, and robotics, preferably with some or most of the experience at Genesis Systems.
Required Abilities:
- Excellent organization skills
- Strong decision-making skills
- Excellent interpersonal skills
- Basic troubleshooting skills
- Microsoft Office
- Excellent customer service skills
- Excellent verbal and written communication skills
- Team player
- Ability to perform under pressure
- Ability to travel
Physical Requirements:
- Ability to drive fork truck
- Ability to lift 50 pounds
- Ability to work at computer station for extended periods of time.
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