2018-01-18

Senior Field Stream Service Manager
Job Opportunity at Kenneth J Myers

Posted on Jan 18

http://www.stepbeyond.com    2143253355

Location: Guadalajara, CI
Job Type: Full Time
Job ID: W4148655

StepBeyond Solutions Inc

The Official Career Partner of EMSinsider, The #1 LinkedIn group for Electronics Manufacturing

StepBeyond Solutions Inc is the leader in Executive Search and Technical Recruiting for Electronics Manufacturers. StepBeyond.com has been the premier online EM recruiting site since 1997.
Who do we recruit? Anyone who has a reason to step on the floor of an electronic assembly operation.

Our client is aggressively recruiting a Senior Field Stream Service Manager



Summary: 
 
This position is responsible for managing two field service managers for the Mexico region.  This position and the field service managers are responsible for field installation, startup, inspection, maintenance, troubleshooting and repair of company supplied equipment of several products.  Depending upon the terms of the contract or project, this will include planning, scheduling, coordinating, cost control and monitoring the work in an advisory capacity, as well as supervising company employees in the performance of their work.  This also includes resolving internal and external conflicts.  In this position, the manager is required to be proficient in basic systems technologies and serve as a Technical Account Manager for regional customers. 
 
Key Responsibilities and Duties / Essential Functions:
 
  • Responsible for meeting service revenue targets and driving and achieving customer satisfaction
  • Identify new areas of opportunity to grow the Americas service business
  • Manage all service schedules for assigned region to meet customer requirements
  • Manage relationships with sales representatives, distributors  and service providers when applicable
  • Responsible for managing and developing staff including performance management, development plans and disciplinary actions
  • Identify opportunities to provide support to customers and peers on SMT workflows.  Also keep knowledge current in order to perform such analyses
  • Manage merit increases, promotions and raises in accordance with local laws and strategy and processes 
  • Manage processes such as expense report approvals, ensuring CRM reporting is complete and accurate, OT approval, PTO approval and all related activities
  • Ensure correct person is assigned for each position or job
  • Responsible for creating a positive work environment for all employees through leadership and actions, and through driving performance and accountability
  • Establish regular communication / meetings with team
  • Function as a project manager as needed
  • Partner with sales to support business in their region
  • Ensure pre-installation activities occur according to defined ASM procedure
  • Execution of installation plan according to defined ASM procedure
  • Manage scope of work changes if required
  • Manage customer escalations as needed
  • Support other members of Americas service team  as needed
  • Manage special projects within the Americas region as needed
  • Provide regional service reporting to management
  • Propose merit increases, promotions and raises in accordance with local laws and strategy and processes
  • Responsible for managing and developing staff including performance management, development plans and disciplinary actions
  • Responsible for creating a positive work environment for all employees through leadership and actions, and through driving performance and accountability
Supervisory Responsibilities:
 
Field Service technicians and engineers in assigned region
 
Work Environment:
 
This position operates in a professional and home office environment, as well as a factory floor or customer environment.
 

Expected Hours of Work:
 
Days and hours of work are typically Monday through Friday, or as assigned by your supervisor.  This position regularly requires long hours and weekend work.
 
Travel:
 
Domestic and international travel required - 75-80%.
 
Qualifications and Skills:
  • Ability to logically troubleshoot complex hardware, software, and process related issues and convey this information in a way the customer understands
  • In depth SMT process knowledge – understanding of customer workflows and the ability to ask the best questions to assist in the most efficient manner
  • Good understanding of installation, networking, functional use, and troubleshooting 
  • Excellent MS Office Skills including Word, Excel and PowerPoint
  • Ability to multitask and be detailed oriented
  • Ability to translate technical data into meaningful information for both internal and external distribution
  • Excellent verbal, written and interpersonal communication skills.
  • Excellent presentation skills
  • Fluent in Spanish and English, written and spoken
  • Bilingual in Portuguese a plus
Education and Experience:
 
BS in Business/Engineering or equivalent experience, a minimum of 5- 7 years managing managers, plus a minimum of 7-10 years’ experience directly related to the service and support of manufacturing computer based instrumentation or equipment.
 
Consultant level experience with improving SMT production processes, OEE, etc. is preferred.  Project management experience of complex projects with hardware and software integration is preferred.
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