Service Manager

Company Overview: NCC Automated Systems (NCC) is a leading conveyor design and manufacturing company dedicated to providing innovative solutions for material handling challenges. With a commitment to quality and efficiency, we specialize in designing, manufacturing, and installing conveyor systems for various industries worldwide. As we continue to expand our operations, we are seeking a dynamic and experienced Service Manager to join our team.

Position Overview: As the Service Manager at NCC, you will play a pivotal role in ensuring the seamless operation and maintenance of conveyor systems installed at client sites. You will lead and mentor a team of service technicians, overseeing all aspects of post-installation services, including maintenance, repairs, and customer support. The Service Manager will collaborate closely with various departments to optimize service delivery and enhance customer satisfaction. This role includes P&L responsibility, ensuring that the service department operates within budget while delivering high-quality service to our clients.

Key Responsibilities:

Health and Safety:

- Follow all Company Safety Policies and Procedures, as well as the safety requirements of our customers where applicable. Immediate reporting of any safety violations, risks, issues or concerns.
- Ensure all applicable regulatory standards are met with regards to loss prevention, accident investigation, OSHA compliance.
- Collaborate with team members to actively enhance safety practices.
- Maintain a clean, organized, and hazard-free work area.

Team Leadership:

Lead and supervise a team of service technicians and support staff.
Provide guidance, training, and support to ensure high performance and adherence to safety protocols.
Foster a culture of excellence, professionalism, teamwork, and continuous improvement within the service department.

Service Operations:

Develop and implement service strategies, policies, and procedures to optimize efficiency and effectiveness.
Schedule and prioritize service activities, including preventive maintenance, repairs, and troubleshooting.
Coordinate with customers to schedule service visits and minimize downtime while maximizing productivity.

Customer Engagement:

Serve as the primary point of contact for customer inquiries, concerns, and service requests. As the department grows, this role may be an escalation point versus primary point of contact.
Build and maintain strong relationships with clients, addressing their needs and ensuring satisfaction with our services. Regular gathering and distribution of ‘Voice of Customer’ is expected.
Proactively identify opportunities to enhance customer experience and add value to our offerings.

Service Sales:

Develop and implement strategies to drive service sales and achieve revenue targets.
Work closely with the sales team to identify and capitalize on service opportunities.
Promote service offerings to existing and potential customers, highlighting the value and benefits.
Prepare and present service proposals and contracts to clients when required.

Technical Support:

Provide, or coordinate, technical expertise and guidance to service technicians and customers, troubleshooting complex issues as needed.
Work with team members to identify root cause of failures and implement corrective actions.
Ensure work is performed according to product specifications to minimize defects. Address and report issues promptly.
Collaborate with the Sales and Engineering teams to develop solutions for system upgrades, modifications, and enhancements.
Stay abreast of industry trends, emerging technologies, and best practices to continuously improve service delivery. This includes ATS Global Services.

Continuous Improvement:

Implement continuous improvement initiatives (ATS Business Model) to enhance service quality and efficiency.
Utilize daily visual management techniques to monitor and manage service operations.
Analyze service performance metrics and develop strategies for improvement.
Lead training programs for service staff to ensure skill development and knowledge enhancement.
Foster a culture of continuous improvement within the service team, encouraging feedback and innovative solutions.

Travel Requirements:

This position requires travel

EDUCATION AND EXPERIENCE REQUIREMENTS

5+ years hands on experience within a service technician role, preferably with an OEM
Proven experience (3+ years) in a service management role, preferably within the conveyor or material handling industry.
Hands-on experience reading and interpreting blueprints/schematics. Must demonstrate a thorough understanding of how to read, interpret, and build products from engineering designs and blueprints.
Demonstrated understanding and experience with both mechanical and electrical controls.
Strong technical aptitude with comprehensive knowledge of conveyor systems, components, and operation.
Demonstrated leadership abilities with a track record of effectively managing teams and driving results.
Excellent communication skills, both verbal and written, with the ability to interact professionally with clients and internal stakeholders.
Commitment to safety, quality, and customer satisfaction.
Proficiency in MS Office (Excel, Outlook, Word).
Preferred: Experience with ERP systems, Lean, or Six Sigma methodologies.

Preferred Skills and Traits:

Proven experience (10+ years) in a service management role, preferably within the conveyor or material handling industry.
Strong technical aptitude with comprehensive knowledge of conveyor systems, components, and operation.
Demonstrated leadership abilities with a track record of effectively managing teams and driving results.
Excellent communication skills, both verbal and written, with the ability to interact professionally with clients and internal stakeholders.
Commitment to safety, quality, and customer satisfaction.

PHYSICAL REQUIREMENTS AND WORK ENVIORNMENT

Physical requirements:

Body Movements – the amount of time spent performing each physical requirement.

Occasional: 1/3 or less

Frequent: 1/3 to 2/3

Continuous: 2/3 or more

Standing: Frequent to Continuous

Walking: Frequent to Continuous

Sitting: Frequent

Lifting: Occasional to Frequent (ability to lift 50lbs+)

Carrying: Frequent

Twisting and Turning: Frequent

Reaching: Frequent

Bending: Frequent

Pushing/Pulling: Frequent

Hand Movement: Manual dexterity

Work Environment:

This position is based primarily in the production area and warehouse areas with occasional offsite or outdoor settings, as required.
Occasional exposure to local outdoor weather conditions which may range from 10 degrees and up to 100 degrees (Fahrenheit) for entering and leaving Company facility.
The noise level in the work environment is low to moderate
This position requires frequent travel which requires ability to sit for prolonged periods of time.