ASSOCIATE SERVICE MANAGER

REPORTS TO: SERVICE MANAGER

REQUIRED LOCATION: American Calibration (Westlake, OH)

FLSA STATUS: FULL-TIME EXEMPT

SUMMARY OF THE POSITION

Performs a variety of complex support activities within the Field Service Department. Provides support to field service calibration technicians. Assesses and responds to complex situations where standard procedures have failed to isolate or fix equipment issues. Is strategically and tactically responsible for the closure of all customers’ escalated problems and issues within their region under the direction of the Service Manager. Report reliability and quality problems to appropriate groups within the company. Uses prior experience to resolve non-standard problems. 

CORE RESPONSIBILITIES

• Partners with the Service Dispatch team to ensure effective utilization of field personnel.
• Monitor daily service priorities for service teams within the assigned territory in partnership with the Dispatch team.
• Under the direction of the Service Manager, monitors service team members to achieve excellent customer satisfaction.
• Coordinates with field staff to ensure that Service vehicles are properly stocked to achieve the highest possible first-time solution rate.
• Establishes close working relationships with Concept family companies to ensure shared adherence to customer expectations.
• Ensure that the quality policy statement/mission statement is being met.
• Work with impartiality and perform the job with utmost integrity.
• Daily problem-solving to resolve customer concerns and escalate to the Service Manager, as necessary. 
• Communicate with employees to adjust scheduling and inform customers of changes, as necessary.
• Coordinate equipment shipments to field technicians.
• Manage mandatory on-site training requirements with field technicians to make sure they are up to date in order to access the customer’s facility.
• Responsible for tracking field technicians’ status on work orders to follow through to completion.
• Reviews final invoices for accuracy before being sent to the customer.
• Maintain an accurate database of customer account information and adjust, as necessary.
• Respond to customer inquiries about internal calibration progress and prioritize based on the Service Manager’s direction.
• Communicate with customers on changes/additions/subtractions on work orders.
• Participate in onboarding calls with new/existing customers for future scheduling and coordination of calibration work.
• Collaborate with the Service Manager to allocate personnel to adequately for work to be performed.
• Research and develop reports necessary for the Service Manager to create monthly customer schedules.
• Facilitate equipment purchases with other employees to ensure customer and/or employees’ needs are met. 

CORE COMPETENCIES

• Demonstrates the highest level of detail orientation, organizational skills, and the ability to multitask efficiently.

• Demonstrates a sense of urgency to attain and exceed desired results.

• Demonstrates a sense of confidentiality.

• Ability to leverage a variety of resources and work through others.

• Ability to balance simultaneous projects while meeting assigned project timelines.

• Advanced oral and written communication skills with the ability to write and edit business correspondence.

• Able to maintain an elevated level of confidentiality.

• Self-directed, detail-oriented, and flexible

• Willingness to learn and perform any/all work duties.

• Forward-looking thinker who actively seeks opportunities and proposes solutions.

• Other core competencies will be defined by your direct supervisor/manager.

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CORE EXPERIENCE AND EDUCATION

• High School Diploma or GED and 10+ years of relevant experience, including supervision, OR 5 years of relevant experience with a bachelor’s degree. 
• 5-15+ years' experience in leadership and leading field service technicians.
• Preferred 5-7 years of experience with people leadership. 
• Ability to manage and prioritize multiple tasks, work under pressure, and meet all deadlines.
• Exhibit an elevated level of professional conduct, integrity, and accountability.
• Must have the ability to make recommendations to effectively resolve problems or issues, by using wise judgment that is consistent, and partner with upper management and HR. 
• Proficient in Microsoft Office
• Knowledgeable in Salesforce within the Field Service area. 
• Valid Driving license. 

MENTAL/PHYSICAL REQUIREMENTS

• Ability to be on your feet while performing job requirements.
• Ability to sit for periods depending on the job requirements. 
• Frequent alpha/numeric keyboarding.
• Ability to view a computer for periods. 
• Ability to exert up to 10-20 pounds occasionally. 
• Ability to balance, reach, and grasp as needed for the job.
• Ability to crouch, grasp, and lift products above the shoulders to lift boxes and products from the floor properly.   

WORK SCHEDULE

• This position requires a 40-hour minimum work week. 
• This position is located in the office, not remote. Some flexibility available.