Service Excellence Manager

Job Description

Job Description

About Us

Michigan Air Solutions supplies the most efficient, reliable, and technologically advanced compressed air systems to a variety of industries. We joined the ELGi Equipments Ltd. family of companies in 2019 with ambitions for dramatic growth. By investing in talent and technology, we are poised for significant expansion and deeper penetration into the markets we serve.

The key to our unsurpassed reputation for quality and service is the ongoing dedication and talent of our team members. Our continuous pursuit of excellence includes providing competitive compensation packages, comprehensive benefits, professional development, and challenging growth opportunities to our valued team members.

About the Opportunity

The Service Excellence Manager oversees the field service department. The role demands for about 60% of the time being spent visiting customers and 40% of the time performing office duties, reporting, and strategic activities. The Service Excellence Manager is responsible for growing the service footprint and increasing the share of service business in their respective area by ensuring that service requests are fulfilled in a timely and thorough manner and that the service technicians are equipped with the right tools, skills, and resources to go above and beyond our customers' needs.

As Service Excellence Manager, you will:

Grow Service Business

• Work on service leads, prepares and presents customers with competitive quotes for service contracts/ Ad hoc services and follow up till closure.
• Take necessary service initiatives to ensure service revenue targets are met for their respective region.
• Provide a 3-month rolling forecast each month on service revenue estimates.

Provide Best-in-class Service Delivery

• Perform on-site quality audits, meet with customers' key personnel to build rapport, visit lost-customers and dis-satisfied customers to ensure service execution and customer satisfaction is best-in-class.
• Review, verify, and invoice completed service jobs within 2 days of delivering the service.
• Ensure service / troubleshooting are done right the first time.
• Build strong processes to ensure breakdown and restoration are done within 8-hours.

Build and Manage an Effective Field Service Workforce

• Hire effective Field Service technicians as per budget to ensure sufficient & competent resources are available to execute field service.
• Co-own technician's utilization % with the Service coordination team
• Oversight on technician incentive programs
• Review and approve technician's general and service time, and approve PTOs
• Offer and arrange continuous training for all field technicians and onboarding new service technicians to ensure their skills are constantly enhanced.
• Establish and enforce operating procedures and work standards that will ensure adequate performance and personnel safety.
• Ensure technicians have the right & up-to-date certifications required to perform their job duties.

Oversee on Local Operations

• Perform timely EHS audits in their respective location.
• Ensure that trucks, trailers, rental fleet, tools, and shops are clean, up kept, and in working condition.
• Communicating with technicians, customers, vendors, and other relevant parties in matters of service, issues, complaints, questions, and requests in a prompt and professional manner.
• Performing administrative duties, such as verifying jobs, keeping track of parts sent out / received back in, review service reports, review performance metrics and KPIs, reviewing gas logs, review and approve local operational expenses for AP processing and other tasks.

About You

The Service Excellence Manager opportunity may be a match for you if you have the following qualifications:

• High School Diploma or equivalent; bachelor's degree preferred.
• Driver's License with a clean driving record
• Minimum of 5 years' mechanical and/or electrical service technician experience (or) a minimum of 5 years' managing a field service business
• Ability to prioritize tasks with strong time management skills
• Effective written and oral communication skills
• Strong interpersonal skills
• Ability to work independently as well as collaboratively
• Keen attention to detail
• Knowledge of OSHA regulatory standards