JBT Corporation

Service Manager

US-CA-Madera
4 weeks ago
Requisition ID
2017-2391
# of Openings
1
Category
Service

Overview

Responsible for the management and coordination of all field and shop service support activities associated with JBT FoodTech Canning Division’s installed base of equipment. Includes the supervision, training and development of all field service personnel. Responsible for the scheduling of services, development of service proposals, management of field projects and service contracts, coordination of warranty and other matters/issues between the customer and all internal departments within the division, and providing general sales support as required. The primary goal of this position is to ensure overall customer satisfaction, while achieving budgeted financial and safety performance for the division.

Responsibilities

  • 1 direct Service Coordinator/Scheduler
  • 1 direct Service Estimator / Project Manager
  • 5 direct Field Service Leaders (whom have ~5 service technicians reporting to them)
  • ~15 to 20 direct general service technicians
  • Direct customer contact across all product lines in providing sales/technical assistance, quotations, service calls, project management, problem resolution, etc. Must be able to work with customers at all levels of an organization.
  • Counterparts from other JBT manufacturing/sales locations for the purpose of providing or receiving technical information, coordinating on proposals and/or projects, and scheduling resources between us.
  • Subcontractors for the purpose of establishing contracts and scheduling resources and equipment for projects.
  • Frequent interface amongst all departments in the business/division for the purpose of coordination as needed.
  • Responsible for managing an approximate $5.5M annual department budget. Actively manage staff and activity levels to balance absorption and customer satisfaction.
  • Responsible for managing an annual sales volume of around $10M, and maximizing profitability.
  • Must possess outstanding people management skills. Very high degree of supervision required in order to ensure safety, responsiveness, customer satisfaction; and employee development, training and moral.
  • Daily contact with the service technicians is required.
  • Must be willing to spend some of the time out in the field with the service techs, customers and equipment.
  • Must be able to deal with a variety of personalities, resolve personal problems, and coordinate with Human Resource as needed to resolve issues that could negatively impact the business.
  • Must exhibit a high degree of enthusiasm, forethought, creativity, sense of urgency, and must be results oriented.
  • Must exhibit an affinity for positive/value added and continual change.
  • Must be customer focused and results driven, thus developing and promoting positive customer relationships.
  • Must be willing to provide internal/external assistance as required 365/24/7.
  • Position requires significant travel, primarily within the United States, but some international. Approximately 25-50% of the time will be in the field and the rest of the time will be in the Madera office.
  • A lot of time will be spent in customers’ facilities where exposure to risks can be numerous (i.e.: noise, working around industrial machinery, working at heights and/or in confined spaces, temperature extremes, high stress, etc.)

Provide constant management, supervision, leadership and direction to direct reports. Recognize and take action to correct unprofessional work habits of direct reports, and/or to provide training/development opportunities to improve performance and overall work product. Conduct regular field visits with service team. Organize and conduct regional or local service team meetings.

 

Conduct timely quarterly performance reviews of direct reports.

 

Actively manage department budget and continually strive to improve how we are spending money, and/or are getting reimbursed from cost of sales.

 

Approve time cards and expenditures in a timely manner, and constantly look for opportunities for improvement.

 

Adhere to JBT FoodTech’s operating policies and code of ethics. This includes compliance of JBT FoodTech’s offsite safety policy.

 

Recognize and take corrective actions to correct unsafe work conditions and or practices. Create, initiate and/or execute policies, procedures, education/training programs and expectations that enhance or reinforce safety awareness. Hold employees accountable for their own safety.

 

Responsible for the completion of the Clarity safety training program within the time constraints laid out for all direct reports.

 

Work closely with the service scheduler to ensure resources are deployed in the most effective and efficient manner possible. Issue monthly absorption report and take necessary actions to improve absorption of resources.

 

Initiate and execute improvements in internal processes and procedures to insure efficient development of systems and products to meet our customer and business expectations.

 

Assist with putting together accurate, monthly service sales forecast report.

 

Serve as a direct JBT contact person for our customers from a tactical and technical service perspective. Act as a liaison between the customer and all internal departments as needed to solve problems expeditiously and efficiently.

 

Work with customer services, sales and engineering personnel in the design, development and promotion of equipment update kits to improve efficiency and overall performance of JBT FoodTech Equipment.

 

Manage & administer Runzheimer Vehicle Reimbursement Program. Ensure monthly report is approved and check request delivered to SSC (Shared Service Center).

 

Responsible for the continued improvement of our aftermarket service support as it relates to overall customer satisfaction.

 

Focus on improving the customers’ experience in doing business with JBT FoodTech

 

Meet with existing and/or potential customers as needed to provide solutions, or to otherwise provide support to the sales team.

 

Qualifications

  1. BS in engineering, engineering technology, food science, or BA in business
  2. 5+ years experience in a management position, and/or project management experience. Previous experience in managing remote employees is preferred.
  3. 10+ years experience in the industrial equipment sector, preferably the food processing industry.
  4. Must maintain a valid driver’s license and US Passport.
  5. Demonstrated ability to conduct administrative duties relating to the management and planning of major machinery overhauls, projects or installations.
  6. Strong analytical skills associated with the generation and development of cost estimates and development of project proposals.
  7. Ability to generate technical reports and communicate customer concerns/equipment issues to respective departments, ensuring a timely response while exhibiting sensitivity to delicate business issues, and achieving high level of customer satisfaction.
  8. Outstanding written and communication skills.       Highly responsive.
  9. Proficient with computers and common Microsoft software products including Outlook, Word, Excel, PowerPoint and Projects.
  10. Must possess outstanding organizational and prioritization skills, and be able to handle multiple tasks/priorities at the same time.
  11. Outstanding interpersonal skills with a positive and professional appearance and attitude.
  12. Must demonstrate participation, leadership, and commitment to the execution of JBT FoodTech strategies including maintaining a solutions oriented approach to problems, having a high regard for customer satisfaction, and a primary focus on safety.

AN EQUAL OPPORTUNITY EMPLOYER

It is the policy of JBT Corporation to provide equal opportunity for qualified persons and not to discriminate against any applicant for employment because of race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, citizenship, or any other characteristic protected by federal, state or local law at the JBT Corporation location to which this application is submitted. In addition, as a Federal Government contractor, JBT Corporation is an affirmative action employer. If you require accommodation during the application process, please contact the local Human Resources department. EOE-Females/Minorities/Protected Veterans/Individuals with Disabilities

If you have a disability or impairment that prevents you from completing the online application, please seek the assistance of your local employment services agency. JBT maintains active relationships with local employment services agencies, and they have pledged their support in assisting any applicant needing help in applying. To find information on agencies throughout the United States, please go to www.careeronestop.org

You may also call Megan Meagrow at 844-286-4524 if your disability or impairment prevents you from applying online. NOTE: Do not use this number unless you need assistance because of a disability or impairment. The personnel attending this phone line will not be able to give you a status update regarding your application and will not be the individuals making a decision regarding your employment.

Options

Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed