Service Manager, X-ray Products

Company: Nikon Metrology, Inc.
Location: Brighton
Posted on: January 27, 2023

Job Description:

1. JOB PURPOSE: This position is primarily responsible for overseeing day to day operations of the X-ray product line's service department. An integral part of the office support staff working side by side with X-ray sales. The service team Liaise with other departments such as, Finance, Order Fulfilment, and Manufacturing as needed.
2. KEY AREAS OF RESPONSIBILITY:Field Service Coordination --- Schedule service engineers and sub-contractors.--- Distribute customer contact details and job information for FSE and Contractors.--- Oversee the timely submission of documentation--- Approve weekly timesheets and expense reports.--- Issue purchase orders & quotes for services. Customer Correspondence--- Maintain communication with customers in a timely manner. --- Investigate and solve customer's issues, which may be complex or ongoing issues.--- Maintain a timely lead time for providing quotes to customers. --- Take customer calls if tech support isn't available so the customer reaches a live person in the department.Training: --- Arrange and document service engineer training.--- Update and maintain service tech training matrix. --- Coordinate Dealer and Sales Department support and training.Administrative: Parts Management: --- Issue shippers for pre-job materials. --- Issue RMAs documents as needed.--- Track part returns from the field to ensure timely disposition.--- Send parts for repair to factory/3rd part vendors. Dept. Tools Management: --- Coordinate annual recalibration of tools.--- Track and route tools sent into the field. --- Send tools for repair Data Management: --- Add New order details to the schedule--- File service reports for future access.--- CASE, Repairs and CIRs (Continuous Improvement Requests)--- Update PM dates in CRM--- Transfer assets in CRM from factory to customer. --- Update CRM assets when serialized components are replaced. --- Update CRM information when upgrades occur. --- Update of CRM with preventative maintenance and warranty due dates.--- Update CRM contact information with changes in personnel, phone numbers, email, etc.Improvement initiatives--- Complete post service check-in process--- Email customer satisfaction survey requests after every service visit--- Develop and maintain a service dashboard.--- Improve and develop procedures to enhance the efficiency of the department.--- Assist with initiatives such as model obsolescence notifications and software distribution.
3. QUALIFICATIONS Essential--- 2 + years' experience in a coordinator, management, or similar role --- Strong Organizational Skills--- Proficient using Microsoft Office Software--- CRM or Contact Database ExperienceDesirable--- 2 Year Technical Degree or Equivalent Technical Experience--- General understanding of quality or industrial products--- Verbally fluent in Spanish
DIRECT REPORTSN/ABUDGET RESPONSIBILITYN/AWORKING ENVIRONMENT/PHYSICAL REQUIREMENTS0-5% travelAs an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or national origin or because he or she is an individual with a disability or disabled veteran, Armed Forces service medal veteran, recently separated veteran, or active duty wartime or campaign badge veteran, or thereinafter referred collectively as "protected veterans".



PI201776850

Keywords: Nikon Metrology, Inc., Detroit , Service Manager, X-ray Products, Executive , Brighton, Michigan