Endress+Hauser Group
Service Manager
Ann Arbor, MI | $68K - $148K
Qualifications
- Bachelor of Science Degree or equivalent is required
- Minimum of 5 years' proven experience with analytical instrumentation in B2B manufacturing companies providing engineered products and systems to industrial customers
- Minimum of 5 years' Service experience including field repairs and installation of industrial instrumentation
- 10+ years' experience working with large global companies offering application intensive and engineered products
- 5+ years of overall professional experience with proven experience managing people (teams of 5 people minimum)
- The candidate must have proven experience and aptitude with ERP systems and CRM systems
- Must have excellent written and oral communication and presentation skills
- Demonstrated ability to deal with customers professionally and with a customer service orientated approach
- Global service support experience is a strong plus
- Must have or be able to obtain a valid passport for international travel
Responsibilities
- The Service Manager is a key contributor to the company's customer satisfaction and operational excellence objectives in support of the Market and Customer Development and Innovation of Service Products
- This position is responsible for managing the Service Support function for Endress+Hauser Optical Analysis including Raman Spectroscopy and TDLAS
- The service function at the producing division has a global view and interacts daily with the global sales and service organizations on all aspects of pre-sales and after-sales service activities as we partner with our customers
- Effectively manages team members, including technicians and advisors, to ensure team objectives and sales goals are being carried out per company best practices, company plans and metrics
- Develops working knowledge of industry standards, best practices, restrictions, laws, and ensures service department adheres to all applicable regulations
- Displays extensive knowledge and understanding of the company service portfolio and how to support its effective implementation in the different global markets in concert with the local service departments in each territory
- Leads effective collaboration of the Service function with the Endress+Hauser Corporate Service Excellence department for the development and support of local and regional organizations to provide excellence in Level 1, Level 2, and Level 3 services
- Offers exemplary customer service, including maintaining some relationships with global service organization peers and ensuring taking care of any customer concerns or complaints quickly and professionally
- Responsible for the after-sales technical support function via phone, e-mail, and videoconferencing in support of global service organizations
- Resolves technical support service function problems and improves current processes and tools to increase productivity and quality of support
- Regularly audits work being done and customer service being provided to ensure all standards are met and that repair work is carried out safely, effectively, with quality, and on-time
- Oversees team members providing support, performing inspections, preparing reports, and doing repairs; if necessary, in some cases carries out these job duties personally to ensure highest quality of work
- Assists the Fulfillment process of spare parts, factory repair or new analyzer sales where service input is required with the common objective of closing and fulfilling purchase orders with quality and reliably (on-time)
- Responsible for global service training plans for Sales Channels and Customers for the service products
- Develops training and process related documentation including process flow diagrams, standard operating procedures, and specific work instructions
- Fosters a collaborative working environment where lean processes and customer centricity across the complete customer chain are at the core of the daily operations
- Responsible for Key Performance Indicators (KPI) and Process Performance Indicators (PPI) directly related with the Global Service function
- This includes accurately measuring and reporting on all areas of responsibility weekly, monthly, and annually, using Syteline/ERP, Salesforce, PowerPoint, Excel, and other means as applicable
- Management of projects and project milestones related with the Service department's development and development of Endress+Hauser portfolio
- This includes providing regular visibility and transparency across the many company stakeholders
- Responsible for management of continual improvement, training, coaching, and development of the Service team with team members located in Houston, TX, Rancho Cucamonga, CA, and Ann Arbor, MI, and possibly other domestic and international locations
Benefits
- The security of working for an international family-owned company
- Competitive compensation and bonus opportunities
- Comprehensive benefits package, including medical, dental and vision insurance
- Generous paid time off, including company paid holidays
- Company paid life insurance and 401(k) with company match
- Health Savings Account (HSA) with company match
- Tuition reimbursement and a wide range of development opportunities
- 10,001+ employees
- Industrial Automation, Process Automation, Manufacturing, Technology, Food & Beverage, Engineering, Energy, Oil & Gas, Engineering Services, Water & Wastewater
- Privately Held
- Reinach, Basel-Country
- Company Specialties:
Engineering, Process Automation, industrial measurement, level measurement, flow measurement, pressure measurement, temperature measurement, liquid analysis, data acquisition, system components, and automation solutions
Company information
Endress+Hauser is a global leader in measurement and automation technology for process and laboratory applications. The family company, headquartered in Reinach, Switzerland, achieved net sales of approximately 2.9 billion euros in 2021 with a total workforce of more than 15,000. Endress+Hauser devices, solutions and services are at home in many industries. Customers thus use them to gain valuable knowledge from their applications. This enables them to improve their products, work economically and at the same time protect people and the environment. Endress+Hauser is a reliable partner worldwide. Its own sales companies in more than 50 countries as well as representatives in another 70 countries ensure competent support. Production facilities on four continents manufacture quickly and flexibly to the highest quality standards. Endress+Hauser was founded in 1953 by Georg H Endress and Ludwig Hauser. Ever since, the company has been pushing ahead with the development and use of innovative technologies, now helping to shape the industry’s digital transformation. 8,600 patents and applications protect the Group’s intellectual property. For further information, please visit www.endress.com/media-center or www.endress.com
