Job Description

DEPARTMENT: Service

REPORTS TO: Operations Manager

DIRECT REPORTS: Service Supervisor, Lead Valve Technician, Testing Technicians, Repair Technicians, Assembly Technicians, Valve Technicians

REVISION NUMBER: 4 POSITION SUMMARY:

The Service Manager oversees and is responsible for all services offered by M&M International on new and used products. He/she is responsible for establishing policy and performing the necessary oversight to ensure customer satisfaction regarding services, and their associated procedural documentation and records. Manage any 3rd party and Authorized Repair Facility (ARF) interactions related to the service of our products.

ESSENTIAL FUNCTIONS/RESPONSIBILITIES:

Assign and monitor the activity of service employees at all M&M International locations and resolve any issues involving service personnel that may arise.
Review and, where necessary, request updates of work instructions relevant to the service department. Ensure all processes on routers are followed and logged in and out.
Monitor and work to improve material handling methods in NDE, phosphate, paint, assembly and testing areas.
Implement the policies necessary for continual improvement in the service department.
Work with QA to develop a training regimen for all functional areas of the service department.
Enforce the rules for discarding repair equipment after sufficient notice has been given to the customer and the prescribed period of inactivity has been met.
Communicate with Sales/Engineering/QA so that new/special testing requirements are known well in advance of an orders scheduled test date, arrange the necessary resources, monitor all test equipment (i.e. testing fixtures) & ensure that relevant employees are informed and trained accordingly.
Document and manage all inventories, such as valve bodies and internal parts, that relate to the service department.
Research and suggest new methods or products that could be utilized in the service department to improve safety and/or efficiency.
Determine all safety critical tools and infrastructure necessary to complete all service operations. Keep these tools organized and acquire tools to perform service tasks such as sockets, wrenches, rigging tools, etc.
Work with Operations Manager to identify all areas where M&M International’s Service department is not profitable and/or lack in efficiency and work to correct these areas.
Work with sales to efficiently manage the flow of repairs to meet customer expectations.
Manage any outside customer products, such as Citadel, NOV, PRT, etc.
Increase volume and revenue from service sales and, where possible, attempt to adopt the best practices and procedures used by inside sales.
Periodically conduct on-site inspections of Authorized Repair Facilities (ARF).
Document and resolve any issue that may be directed to the service department from a customer while working seamlessly with all other departments as needed.
Coordinate travel to a customer’s facilities as necessary to perform training certifications or determine whether a customer’s existing infrastructure is suitable to safely perform all service operations necessary respective to the M&M International equipment being serviced.
Manage the performance of direct reports, approving time sheets, resolving conflict, recognizing, rewarding, or terminating employees when necessary. Document and review performance of direct reports regularly. Clearly communicate their overall responsibilities and daily tasks, as well as the company’s goals, policies, and procedures.
Encourage positive interdepartmental communication.

20. Perform other related duties as assigned.

SPECIFIC KNOWLEDGE, SKILLS, LICENSES, CERTIFICATIONS, ETC:

Must have management experience.
Ability to properly assemble and disassemble all M&M International products without the aid of work instructions and be able to communicate these instructions to a customer over the phone.
Ability to test all M&M products.
Knowledge of work instructions for all processes/operations taking place in the Repair/Testing/Assembly department.
Knowledge of all sales functions as they relate to the service sector of M&M’s business.
Knowledge of all quality control and quality assurance functions as they relate to the repair/assembly/testing department.
Ability to critically review all repair/assembly/testing work instructions for accuracy and completeness as well as suggest modifications for revisions to M&M QA personnel.
Isolate all purchases made for the service department and determine whether they meet all minimum requirements if applicable.
Knowledge of tools required to service different M&M International products.
Must exhibit strong judgment and decision-making skills.
Must possess proficient computer skills and excellent communication skills, both verbal and written.

EDUCATION/EXPERIENCE:

High School Diploma or equivalent required. Some college coursework in business, management, or related field preferred.
Intermediate knowledge of MS Office suite (Outlook, Excel, Word, PowerPoint, Access, Project)
Minimum of four (4) years of experience using job tracking and planning software.

PHYSICAL REQUIREMENTS:

Environment:Work is performed in an indoor office environment although frequent visits to the indoor/ outdoor shop environment must be made with moderate exposure to noise, dust, grease, smoke, fumes, noxious odors, gases, mechanical and electrical hazards, and all types of weather and temperature conditions. Must be willing to travel overseas to our ARF locations.

Physical:Primary functions require physical ability and mobility to walk, stand, and sit for prolonged periods of time; to frequently stoop, bend, kneel, crouch, crawl, climb, reach, twist, grasp, and make repetitive hand movement in the performance of daily duties; to infrequently climb on ladders or stairs; to lift, carry, push, and/or pull moderate to heavy amounts of weight; to operate assigned equipment and vehicles; and to verbally communicate to exchange information. This position requires the ability to occasionally lift and/or move up to thirty (30) pounds. Personal protective equipment (PPE), including steel toe shoes and safety glasses, must be worn at all times while in the shop.

Vision:See in the normal visual range with or without correction.

Hearing:Hear in the normal audio range with or without correction.

TRAINING REQUIREMENTS: