Job description

POSITION PURPOSE

The Robot Service Manager should be a capable leader, with the ability to organize, train and supervise personnel. He must be capable to manage the entire service operation including assignments, personnel, standards of performance and work output to satisfy customer’s service needs. He must be able to build a team that is cohesive, dynamic and motivated.

The service manager must insure the team execute all their assigned duties every day through: recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.

Service managers must also immediately remedy any shortfall or breakdown in service. They must make sure customer service is recognized, encouraged and acknowledged.

ESSENTIAL DUTIES

1) Manage and direct all In-House and Field Service staff, including sub contract service providers.

2) Oversee and actively participate in the training of new and existing staff.

a) After the initial Assembly, Integration, and programming training, personally train new technicians for a minimum of two field service installations. This should include how to present themselves, how to interact with customers and when to ask for help. Explain safety procedures, lock-out-tag-out procedures, follow customer’s guidelines for eye, ear, foot and fall protection.

b) For staff dealing with customer on the phone use the phones systems coaching tools to listen and review these conversations, review technical and recommend a proper tone and handling of calls.

3) Actively pursue cross training of Service Staff with other Wittmann USA Divisions.

4) Travel to customers for a variety of reasons: (3 Days per month)

a) Building of relationships with staff.

b) Training of Staff.

c) Assist with troublesome, issues, projects or customers.

d) Personally address issues at Key customers.

e) Sales of Service.

f) Enhance Department relationship with Customers and Sales.

g) To keep sharp and in touch with the market.

h) Departmental Quality Control.

5) Solicit and accept customer feedback:

a) Implement follow up telephone calls for both Field Service and Phone support calls.

b) Reinstate follow-up field service and courtesy calls.

6) Insure Service Library is maintained/improved.

7) Listens to problems of service personnel and works out satisfactorily or brings problems to management for possible solution. Communicate with each Service technician at least three times each month.

8) Provide documented feedback of product issues to Management and Engineering.

9) Provided feedback of customer issues to Management and Sales.

10) Provide feedback of departmental issues to Management.

11) Oversee and actively participate in the creation and use of Service Audits and Services Contracts for customer equipment.

12) Supervise and control work load of service technicians, providing recommendation with documentation to management if a change in staffing levels is indicated.

13) Assists service personnel in diagnose technical problems if they are unable to do so.

14) Keep in place and increase usage of 4-5 Independent Service Providers (ISP) to handle Robots, formalizing the requirements and procedures.

a) Find and sign up competent Independent Service Providers.

b) Draft ISP contracts.

c) Set-up and participate in the training of ISPs.

d) Collect and track ISP insurance certifications.

15) Work toward empowering idle Field Service staff to assist with phone and web support.

a) Assist with the deployment and use of the new Phone system within your group.

b) Increase the use of logging telephone service calls.

c) Actively work and assist with the deployment and use of TechConnect, Web/Remote Service for Robots.

d) Actively pursue a system for electronic Field Service Scheduling and Reporting and the implementation and acceptance by the Robot Service Group.

16) Be available for weekend and after hours emergency service support, calls from on-call staff, customers and Wittmann Management.

17) Establish and maintain a professional/personal relationship with Wittmann Vienna Robot Service department.

18) Insure Field Service Engineers are provided proper documents and preparation for Service Calls. Include as a minimum - Customer name, address, contact, expected amount of Service time, equipment provided, customer checklist, Project description.

19) Attend and have Service group members attend Lunches and Dinners with Customers visiting Torrington.

20) Provide periodic Service Department update emails.

a) Review recent project and recent customer feedback. (i.e. XYZ company comments on great job by Service Tech, installation of 24 systems for company XYZ at 2 locations…)

b) Departmental changes (i.e. Department Employee status, completed training; life milestone of department employees, new tools, etc.)

OTHER DUTIES

Perform other duties as assigned.

MINIMUM POSITION QUALIFICATIONS

GENERAL QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. As a member of a team this person should possess solid interpersonal skills, flexibility, organizational and the desire to succeed. Successful candidates will also possess a strong industrial equipment background, with proven troubleshooting capabilities.

LANGUAGE SKILLS

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, electrical wiring schematics, hydraulic schematics and engineering prints. Ability to write routine reports and correspondence.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent.

COMPUTER SKILLS

Ability to integrate several different computer software programs to perform advanced tasks, i.e., transferring data from one program to another, complex formulas, using macros and/or graphics, charts and graphs. Some basic programming and troubleshooting required. Word, PowerPoint, Excel and MAS are used extensively to complete the tasks of this job. Ability to use and understand specific software and programs used in product configuration, setup and troubleshooting of robots and automation equipment.

REASONING ABILITY

Ability to define problems, collect data, establish facts and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

KNOWLEDGE, SKILLS, & ABILITIES

Include time management: the ability to organize and manage multiple priorities, strong customer orientation, strong team player and a commitment to company values

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Torrington, CT 06790: Reliably commute or planning to relocate before starting work (Required)

Education:

• Bachelor's (Preferred)

Experience:

• industrial equipment service management: 5 years (Required)
• troubleshooting industrial equipment: 5 years (Required)
• managing a group: 3 years (Required)
• relationship building: 3 years (Preferred)

Willingness to travel:

• 25% (Preferred)

Work Location: One location

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