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Regional Service Manager - Batavia, OH

Job Summary:
The Regional Service Manager is responsible for the development of sales and profitability within our business, concentrating on the aftermarket service and repair of plastic injection & extrusion machines. A demanding, 'hands-on', self-directed position that requires a person with the ability to prioritize and complete a wide variety of management and operations-oriented activities. It is a fast paced, growth oriented environment where great amount of interaction is required.
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Essential/Key Functions:
Ensure a safe and compliant work environment.
Resolve customer issues and complaints.
Effectively communicate company philosophies and goals.
Responsible for management of performance for the region; to include scheduling, coordinating and working with inter-departmental groups to the satisfaction of the customer.
Assist in the recruitment, development & training for technicians in the region.
Development of proposals.
Professional interaction with customers.
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Management Responsibilities:??
The Regional Service Manager is responsible for managing/supervising all aspects of a service region. Primary responsibility is to meet the sales growth objectives. Is an active participant of the field services management team and responsible for keeping the field service management team abreast of all activities and potential issues.
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1. Responsible for insuring the service operations are providing quality services and adhering to current policies.
2. Responsible for generating the revenue required to meet the budgeted sales, by products, and overseeing the process of service sales and follow up.
3. Maintain the service schedule for all sold work.
4. Plan/assign/manage field labor hours to maximize productivity (direct labor average) at or above budgeted minimums. Maintain open orders on dispatch console.
5. Assist technicians with identification of required repair parts. Procure required materials, parts and equipment for work assignments. Process related paperwork upon completion of work assignments within the accounting month that the work was performed.
6. Responsible for completing the required paperwork on all orders and insuring all field personnel are also held responsible. All forms must be completed accurately and completely.
7. Provide technical guidance to customers and technicians via telephone support or facilitate contact with appropriate resources to support the need.
8. Resolve customer complaints, within established guidelines, to the satisfaction of the customer and in the best interest of Milacron. Any unresolved issues should be promptly elevated to the next level of management for prompt resolution.
9. Final decisions regarding billing issues, questionable warranty or goodwill issues will be the responsibility of the Regional Service Manager.
10. Collect warranty information, monitor and report any potential warranty or credit request to the operations manager prior to authorizing work. Communicate status with customer and authorize work, as appropriate, following established guidelines.
11. Responsible for interviewing new technicians in cooperation with the HR and leadership. Expected to maintain an active list of potential new hires and keep abreast of the manpower requirements and future technician needs.
12. Assist the training manager and the operation manager in establishing training requirements for all field operatives in the branch.
13. Monitor and coordinate the maintenance of company equipment and assets to ensure they are in proper condition and good working order.
14. Coordinate the procurement of supplies, materials, equipment, and subcontract labor for jobs. Process purchase orders through established procedures.
15. Maximize margin levels on service work to meet established company guidelines. Procures items and reports to management any significant deviations from original job plans or scope of work changes.
16. Monitor the credit control list and assist in collection efforts. Accounts over 45 days must be discussed with the operations prior to delivery of services or materials. Obtain management approval prior to making an exception or extending credit outside the guidelines.
17. Participation in daily production meetings to review status of the business. Specific areas / jobs of concern may be addressed for evaluation and recourse to meet customer expectations / delivery, targeted margins and month end sales forecast.
18. Other duties as assigned by operations manager.
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Minimum (Required) Qualifications:
Bachelors? degree or equivalent experience required.
High degree of professionalism and ability to lead by business objectives.
Strong leadership and team building skills.
Highly motivated, fast paced, self-starter.
Experience in the industrial maintenance and repair business.
Strong mechanical and electrical aptitude.
Excellent computer skills.
Estimation and proposal development skills.
Proven experience running a profit unit.
Knowledge and experience with KPI?s & performance metrics.
Good customer relationships and negotiation skills.
Ability to identify talent and recruit for the needs of the region.
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Disclaimer:
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
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