What are the responsibilities and job description for the Regional Customer Support Manager position at Makino?
ESSENTIAL DUTIES, RESPONSIBILITIES and AUTHORITIES include the following. Other duties may be assigned.
- Directs and coordinates all service-related activity in the Regional market including – installation, warranty, planned and reactive maintenance activities, escalations, disputes, and negotiations - utilizing conflict resolution to create best outcomes
- Provide focus and business leadership for all customer service activity in the region.
- Manage large strategic accounts, developing deep and strong contacts in all customer operations and management levels
- Assure consistent quality of service for all Makino customers by interfacing closely with all regional sales and distribution channel service managers.
- Contribute to critical organizational tactics and strategy relevant to developing Makino’s customer retention capability.
- Identify Key Deliverables to ensure Regional, Distributor, and Single Source Technologies (SST) groups develop and maintain Customer Intimacy, Advocacy, and Retention
- Work with Makino Mason, Distributor, and SST sales teams and applications engineering to identify and develop customer intimacy and support for all current service needs
- Develop and expand service offerings to the Makino and SST markets – planned maintenance, equipment uptime optimization
- Maintain contact with customers to assess current service performance and determine future customer needs
- Maintain contact with Distributor Service Management to maintain cohesion and improve response time
- Improve customer support image and efficiency in the Region.
- Collaborate with SST and Distributor sales channels on installation and support of complementary products
- Prioritize customer needs to resources for scheduling for Region.
- Coordinate service activities with Makino Customer Support, Contractors, Distributors and SST
- Schedule Regional FSE resources with METRIX schedule board
- Interface with regionally assigned TSSs for Makino support
- Leads and manages a team of regional and contracted field service assets in support of all customer facing activity in the region, drawing resources from outside the region as needed
- Develop strategies for service organization to maintain profitability through management of installation and warranty costs while increasing efficiency and value-added activity for customers.
- Establish and maintain effective working relationships with all domestic and global Makino groups to coordinate strategic and operational goals.
- Promote Technical Support activities utilizing all available tools, including augmented, blended, and merged reality systems, Customer Portal and the promotion of MHMax
- Internally lead and manage all required Environmental Health and Safety compliance of reports as well as interfacing with customer EHS Managers, ensuring alignment and compliance while working in their facilities.
- Manage WIP
- Billable revenue generation for the region
- Warranty service
- Preventative Maintenance
- Contract Services
- Coordinate with MM Parts to develop and monitor regional repair parts provisioning
- Manage regionally assigned test equipment requirements
- Identify and execute strategies to expand and utilize training services for all internal and external customers.
- Coordinate closely with Technical Team focusing on improving regional customer support strategies
- Provides regular reports to Senior Management
- Focus on improving overall customer experience
- Productivity, OEE, Reduction of unplanned downtime, MTTR
- Promotion of the My Makino Portal
- Responsible for large financial budgets, profit management and expense control
SUPERVISORY RESPONSIBILITIES
Work under the direction of Customer Support Management and performs the following functions for the team:
- Hire, train, and manage direct reports and teams in compliance with company guidelines
- Monitor, document and audit KPIs of regional team resources (FSE utilization, expense and travel management, skills development)
- Recommend and implement changes to improve the Team performance
- Manage Personal Performance Planning for team
- Manage resource planning for regional support
- Act as a management resource in support of major customer complaints
- Maintain accurate assignment calendars of each employee
- Increase Team product knowledge and customer service skills
- Enhance and strengthen teamwork and motivation
- Coordinate training and Subject Matter Expert assignments with Training Team.
- Coordinate with other Regional Managers and Fulfillment Operations to resolve scheduling conflicts.
QUALIFICATIONS
- Previous work experience with machine tools or other high speed technology.
- Proven ability to develop results working with business systems or processes.
- Excellent customer service skills.
- Leadership style that motivates and promotes team work among remote employees and varied affiliate and partner organizations including distributorships and independent contractors
- Proven ability to create and manage change
- Effectively able to manage adversity and conflict resolution.
EDUCATION and/or EXPERIENCE
- 8 or more years business related experience
- 5 or more years supervisory or management experience – preferable of a technical nature.
- 5 or more years customer service experience
- 4 year college degree – preferably in a technical field of study
CERTIFICATES, LICENSES, REGISTRATIONS
- None