Job Title:  National Service Manager

We're looking for a National Service Manager to lead our Atlas Technical Service team in India. This position will lead the Technical Service team for the Atlas Business Unit in India, with responsibility for on-site service provision in India.  This position will oversee and train Technical Service personnel to assure timely resolution of issues and to provide feedback to impacted departments.  Additionally, this position is responsible for measuring and reporting product and service quality in the Inian market, as well as ensuring that quality certifications such as ISO9001 and ISO17025 are maintained. 

Key Responsibilities:

• Manage Technical Service team in India      
  • Manage staffing, training, and performance evaluations for Service team
  • Participate in the budgeting and forecasting of Technical Service Revenues and Costs in the India; Accountable for meeting forecasted targets
  • Establish a customer focused culture: Be a key driver in changing the service organizations orientation from account maintenance to continuous improvement
  • Support Service Team with complex and advanced product problems on all equipment by involving appropriate cross-functional support
  • Train, coach, and motivate the team to effectively manage business processes for consistent service
  • Review and approve expenses for direct reports for accuracy and legitimacy
• Ensure that Atlas delivers exceptional Service to its customers         
  • Assure timely resolution of post sale customer issues and provide proper feedback for corrective action to impacted departments in the BU 
  • Monitor and evaluate Warranty activity and costs to ensure timely resolution at minimal cost
  • Analyze, improve and maintain all internal processes regarding technical and customer service, product support, order processing, distributor/representative field support, pricing systems, model number configuration tools, return policies and customer relationship management
  • Assure product literature content is technically accurate to provide customers with required installation and use information
  • Partner with Quality to drive root cause corrective action 
  • Participate in SIOP (Sales, Inventory, and Operations Planning) to ensure appropriate balance between customer service requirements and inventory management goals is achieved
  • Partner with Quality to ensure that ISO 9001, ISO 17025 and other appropriate accreditations are maintained
  • Ensure that Service teams are capable of supporting newly launched or updated products by interfacing with Engineering team before during and after product design efforts
  • Work with staff and cross-functionally to ensure that the service team is outfitted with tools, supplies, and software sufficient to meet service goals
• Business partner to other departments         
  • Provide information concerning  trends and corrective action
  • Interface with Sales, Product Management, Engineering and Marketing teams to ensure that Atlas customer relationships are effectively maintained
  • Act as training liaison for technical, customer and sales functions to ensure transfer of knowledge meets highest product and quality standards  
  • Provide information on significant problems that may exist regarding product quality
  • Partner with supporting functions (Operations, Sales, Quality and Engineering) to provide feedback required for corrective action
  • Ensure suitable participation in Engineering development, design, and product launch teams

Requirements:

• Proven experience in successful management of Technical Service workforce
• Must possess solid understanding of Weathering Instruments and associated applications and markets
• Experience within an electrical or test instrument manufacturing environment
• Demonstrated experience as a skilled user of process, guidelines and resources; subject matter expert 
• Experience managing and maintaining business processes and personnel associated with product engineering and post-sale technical and customer support
• Proven track record of effective team management, including measuring Technical Service team productivity through monthly metrics and dashboards
• Successfully manage business processes for consistent customer satisfaction
• Effectively analyze data and provide clear summary interpretation and next step action plans
• Proven track record of maximizing revenue generation from Technical Services activities (training, paid field service trips, paid start-up and commissioning service, service contracts, site audits)
• Experience in driving cultural change
• Able to motivate and inspire a culture of continuous improvement
• Strong relationship builder
• Strong communication skills, both verbal and written
• Able to travel as required domestically and internationally (25%)
• Strong judgment and decision-making ability
• Self-starter, working well both independently and as part of a team, with both subordinates and peers.
• Must be proficient in Microsoft Office products (Word, Excel, Powerpoint), Experience with Sales Force CRM