Manager, Service Operations

Job Description

The Service Operations Manager is responsible for the leadership of all back end (BE) team’s execution of support to customers on all their equipment assets. Role is responsible to ensure we execute our services in an efficient manner that exceeds customer expectations and meets our internal objectives. This objective will be achieved by providing focused attention to the development of robust, lean, and standardized processes and procedures. Responsibility includes management and proper utilization of our field technicians, field service supervisor (s), service project managers and service administrator teams.

Salary Range: $100,000 - $150,000 USD per annum

ESSENTIAL JOB DUTIES:

• Achieve revenue and forecasting targets and execution of bookings backlog.
• Achieve profit expectations for service business.
• Ensure alignment and adherence to standardized aftermarket processes and procedures within their team and the division.
• Ensure alignment with the global After Sales and Service strategy.
• Ensure their team is maximizing use of the customer relationship management (CRM) and enterprise resource planning (ERP) systems and other available technologies to maximize the division’s capabilities.
• Execute performance management and talent development tools/practices across their team.
• Manage the voice of the customer (VOC) surveys net promoter score (NPS) and follow up/corrective actions in-line with ATS LSS Chicago policies.
• Listen to and document customer feedback for distribution to the internal stakeholders.
• Provide leadership governance and interventions to ensure continuous performance improvements in our back end (BE) operations executions that deepen our partnership with customers.
• Ensure the use and understanding of service key performance indicators (KPI’s) and provide weekly reports.
• Provide back-end execution perspectives into service solutions proposals as needed.
• Schedule regular reviews with customers to maintain relationships and improve customer understanding and experience.
• Lead their team in driving resolution to outstanding issues from Site Acceptance Test (SAT) or program reviews. Ensure open service issues are resolved in a timely and highly satisfactory manner and that customers are updated on open issues, document and execute on agreed actions.
• Lead their team to facilitate a successful on-site execution of job scopes on-time, on-budget and to overall equipment effectiveness (OEE) improvement goals.Assist with the closure of outstanding financial transactions.
• Articulate the value proposition of ATS services to colleagues and customers.
• Develop and maintain productive relationships with the internal stakeholders at ATS.
• Provide input to the front-end leadership on new service product offerings and best practices.
• Working manager. Will provide hands on support if needed to critical situations.
• Ensure that all business activities are performed with the highest ethical standards and in compliance with the ATS Code of Business Conduct.
• Travel expectation up 25% Domestic with some potential international travel.
• Must possess a valid passport (or be able to obtain one) for periodic travel outside of the United States.
• Adhere to all International Standardization Organization (ISO) standards.
• Full compliance to the terms and conditions within the employee signed work from home policy.
• Comply with all ATS Company policies.
• Other duties as required

Health, Safety and Environmental

• Work in compliance with ATS Health, Safety, and Environmental procedures.
• Refrain from removing or altering safety devices or guarding unless hazardous energies are controlled through Lockout-Tagout (LOTO) methods.
• Actively pursue a duty to act where any unsafe conditions or unsafe acts are witnessed.
• Report any unsafe conditions or unsafe acts to your leader.
• Escalate any unsafe conditions or unsafe acts which leaders do not address to the General Manager (GM).
• Report any defect in any equipment or protective device.
• Ensure that the required personal protective equipment (PPE) is used for the assigned task.
• Complete all required Health, Safety, and Environmental training.
• Report any accidents/incidents, including near misses to your supervisor.
• Assist in investigating any accidents/incidents or near misses if requested.
• Refrain from engaging in any unruly conduct.
• Ensure that equipment, materials, and protective devices are functioning in a safe manner.
• Ensure that employees are working in accordance with divisional health and safety procedures.
• Do not report to work onsite at a customer’s site, or travel on behalf of ATS when feeling ill. Contact your leader immediately.
• Conform to all pandemic requirements identified by regulating authorities and ATS leadership during pandemic situations, e.g., social or physical distancing and various PPE requirements.

• You are responsible for yourself relative to sanitizing your environmental footprint, for example:
• Sanitize after use of any common or shared use item within the facility.
• Properly dispose of any witnessed trash or rubbish within the facility to the proper receptacle regardless of the source – use of PPE is recommended for anything potentially determined to be a biohazard.
• Properly dispose of liquids to prevent improper contaminants into the drain and surrounding water systems.
• Smoke/vape only in designated smoking areas and NOT within 15’ of any door.
• Apply progressive discipline as appropriate for health, safety and/or environmental violations.
• Advise employees of the existence of any potential or actual health and safety risks.
• Provide appropriate instruction for safe work.
• Take every precaution reasonable in the circumstances for the protection of employees.
• Conduct periodic inspections and audits in accordance with legislative and/or corporate requirements.
• Conduct accident/incident investigations, prepare necessary reports, and communicate to line management, health and safety personnel and health and safety committee.
• Ensure that all employees, including temporary workers and contractors, adhere to safety requirements including the use of personal protective equipment.
• Support activities and initiatives outlined by the Joint Health and Safety Committee.
• Ensure enough communication and sanitizing materials are in place that employees have information/training as well as immediate access to cleaning materials.
• Ensure sanitizing of workplace between shifts.

Qualifications

• Eight (8) - ten (10) years’ experience in field service and/or project management; automation industry a plus.
• Strong background in lean process and procedure with a continuous improvement mindset.
• Experience with service project kick-off (PKO) meetings and project execution planning (PEP).
• Education in a technical or lean manufacturing practice.
• Experienced in managing programs with multiple project managers involved.
• Requires excellent communications skills with fluency in English both written and oral.
• Requires excellent interpersonal and commercial skills.
• Experience with CRM and CRM systems as well as understand the importance of voice of the customer.
• Possesses excellent time management skills and can co-ordinate multiple projects.
• Resilient, calm under pressure, self-driven, attentive to detail, consistent, and process driven.
• Proficient with Microsoft Office including Word, Excel, and PowerPoint etc.
• Must possess a valid passport (or be able to obtain one) for periodic travel outside of the United States.

JOB SPECIFICATIONS:

• The employee may be required to stand, walk, push, pull, reach overhead, and bend to the floor.
• Exert up to 50 pounds of force occasionally, and/or exert up to 10 pounds of force frequently.
• Visual acuity – Normal requirements for reading written instructions and computer screens.
• Hearing ability – Normal requirements for understanding verbal instructions.
• Working conditions – The employee is subject to a normal office environment with occasional exposure to physical hazards when visiting manufacturing floor.
• Capable of wearing appropriate related PPE for extended periods of time.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.