What are the responsibilities and job description for the Conveyor Field Service Manager (LogistiQ) position at LEWCO, Inc.?
Job Title: Field Service Manager - Aftermarket
Department: Field Services
Reports To: Director of Field Service, Aftermarket
FLSA Status: Salary-Non-Exempt
Location: Port Clinton (not remote)
Date: 04/30/2023
SUMMARY: LogistiQ, a Division of LEWCO is a fast-growing conveyor equipment supplier for customers in retail, ecommerce & distribution located in Port Clinton, Ohio. With deep roots in American ingenuity, LogistiQ has the experience of a 100-year-old company but operates much like a start-up with high energy and nimble speed.
LogistiQ, a Division of Lewco, is searching for an experienced and highly motivated Service Manager to lead the aftermarket service management for our conveyor products. This role will involve overseeing all aspects of the product lifecycle, from maintenance to preventative maintenance programs, while also managing the execution of those programs for our customers. The Service Manager will be responsible for recruiting, managing, and training service technicians for both mechanical and control systems. Additionally, they will maintain the P&L for the service department and manage processes to ensure compliance with customer KPI's related to service calls and response times. They will also report on compliance with events quarterly, providing data on service-related events.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following: (Other duties may be assigned)
- Develop and maintain preventative maintenance programs for Lewco's conveyor products.
- Manage the execution of preventative maintenance programs to ensure customer satisfaction and product longevity.
- Manage the recruitment, training, and performance of service technicians for both mechanical and control systems.
- Maintain P&L for service department, ensuring profitability and cost-effectiveness.
- Work with the sales department to confirm presentation of service offerings to clients while maintaining package offerings based on the most recent version of Lewco's conveyor products.
- Ensure compliance with customer KPIs related to service calls, response time, and severity levels.
- Maintain compliance with safety regulations and industry standards.
- Prepare and present quarterly reports on service events related to customer compliance and satisfaction for Lewco's conveyor products.
- Travel of up to 20% may be required.
SUPERVISORY RESPONSIBILITIES:
- Supervise Field Service Technicians for Aftermarket services, includes oversite of dispatch, management of responsiveness to customer service requests, training, reporting of service items, field reports and service/warranty paperwork. Team will consist of Mechanical Technicians and Controls Technicians
- Work as liaison with Customer Service to manager team responsiveness to calls, including oversite of team readiness, parts availability, proper troubleshooting, accurate reporting and management of customer spare parts inventory.
QUALIFICATIONS:
- Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Works well in group problem solving situations.
- Teamwork - Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Able to build morale and group commitments to goals and objectives.
- Strategic Thinking - Develops strategies to achieve organizational goals; Adapts strategy to changing conditions.
- Initiative - Takes independent actions and calculated risks; Looks for and takes advantage of opportunities.
- Planning/Organizing - Prioritizes and plans work activities appropriately; Uses time efficiently.
- Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Participates in meetings. Presents numerical data effectively; Able to read and interpret written information.
- Business Acumen - Understands business implications of decisions; Aligns work with strategic goals.
- Innovation - Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.
EDUCATION and/or EXPERIENCE:
- Bachelor’s degree in engineering, business administration, or a related field.
- Minimum of 5 years of experience in conveyor manufacturing and/or implementation or related industrial field.
- Proven experience in managing a service department, including recruitment, training, and performance management.
- Strong understanding of mechanical and control systems used in conveyor systems.
- Excellent communication and customer service skills.
- Ability to analyze and interpret data and develop strategic plans to improve service delivery.
- Experience with managing P&L and budgeting processes.
- Ability to work independently and collaboratively in a team environment.
- Strong problem-solving skills.
MATHEMATICAL SKILLS:
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, ratios, and percentages. Ability to apply concepts of basic mathematics, algebra, and geometry.
COMPUTER SKILLS:
Must be proficient with Microsoft Office 365 products including intermediate to advanced ability with Excel and have adequate skill to navigate and work within company’s ERP and CRM software. Excellent business communication and typing skills are required.
PHYSICAL DEMANDS:
While performing the duties of this job, the employee is frequently required to stand; walk and sit. Employee spends some time on shop floor. Most of the time will be spent sitting in front of a computer and use of the phone.
WORK ENVIRONMENT:
Most of the time, the work environment is a pleasant, temperature controlled, professional office environment in a manufacturing setting. The employee works in the office but does have frequent interaction with personnel on the shop floor. The employee may also have to travel occasionally to work in customers’ plants reviewing new applications or on the installation, start-up, and commissioning of company products. In plants, the employee is exposed to moving mechanical parts and fumes or airborne particles. The noise level in the work environment is mixed but does not require hearing protection in most areas.
NOTE: This Job Description may be modified due to business necessity. LEWCO INC. will make reasonable accommodations regarding these duties, responsibilities, and qualifications in compliance with Federal and State disability laws.
Salary : $83,300 - $105,000
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