The Job

A Service Manager contributes to the success of Hartwig by delivering leadership, direction, and development for the Field Service Team focused on achieving best-in-class customer experience. Provide technical assistance and support to Field Service Team for machine tool installation, troubleshooting, repair, and preventive maintenance.

Hartwig is one of the nation's leading CNC machine tool distributors. We are passionate about the manufacturing industry and known for our rich culture that strives for "Best in Class" service in all that we do. Our people are the lifeblood of our business. With over 200 team members in nine locations throughout the United States, we strive to provide the best manufacturing solutions and support to the machine tool industry.

Main responsibilities of this full-time position based in the Kanas City, MO area include:

• Leads development of Service Team's technical skills for optimum customer experience and efficiency
• Supports Service Engineers by phone and on-site with more complex and challenging service jobs.
• Interfaces directly with customers and manufacturers to resolve high-level issues
• Personally, addresses dissatisfied customer service issues for an expedient resolution to ensure customer satisfaction
• Communicates daily to confirm the teams' scheduling plans
• Actively attends and participates in service leadership calls and meetings; disseminates pertinent information to Service Engineers and Customer Care Specialist in a timely manner
• Communicates and holds team accountable for Hartwig policies, procedures, standards, and expectations
• Main point of contact during recruitment process to fill vacant positions
• Creates and assists with new hire training and annual goals for department team members, collaborating with them to develop
• Reviews and approves service cases, overtime, service timesheets, expenses, PTO and installation reports
• Ensures that the department has access to the proper supplies and tools
• Manages department expenses and projects within approved budget, and approves and submits expense reports in a timely manner
• Stays abreast of company resources, safety programs and standards
• Provides accurate and timely quotations for planned and unplanned work
• Role requires travel to 2nd regional office in Wichita and to visit remote team members in IA/NE area.

The Skills

Individuals who ideally fit this role should meet the following qualifications:

• Minimum of 5 years' experience in troubleshooting, repair and installation of CNC machines required, preferably Okuma's
• Previous experience successfully leading and managing teams preferable
• Excellent people skills, such as collaboration, listening, respect and work ethic, which lead to lasting and trusting relationships with team members and customers
• Demonstrated self-starter with effective planning and organization skills
• Unwavering commitment to achieving and exceeding customer expectations
• Excellent attention to detail and follow through, strong commitment to accountability
• Solid working knowledge of Microsoft Word, Excel, and Outlook
• Ability to multi-task and adapt to changing priorities

The Organization, The Team and Our Benefits

Hartwig's team of over 200 professionals throughout the U.S. is dedicated to helping manufacturers control and power the growth of their business. To achieve this, team members are given the tools and training for success. In addition to a comprehensive first year training program and on-going professional development, Hartwig provides a full benefit package including health, dental, vision, life and disability insurances.

Compensation is also a key element in your decision to join the Hartwig team. In additional to an annual salary team members are eligible for an annual bonus and our 401k program has a 20% match.

With over 60 team members who have been with us 10 years or longer and over 12,000 machine installations since our founding in 1960, Hartwig has gained a reputation for superior service, integrity and support. We would be honored to have you consider joining our team.

Hartwig, Inc., including all operating subsidiaries, is an Equal Opportunity Employer-M/F/Veteran/Disability. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, disability, protected veteran status, sexual orientation, gender identity, or any other protected class.