Technical Services Area Manager - UK/Europe

PURPOSE STATEMENT

The Technical Services Area Manager’s primary job function is to be fully accountable for Rich Products Technical Services success of an assigned market. This role will collaborate with local business leaders to define the desired customer experience and will be responsible for the day-to-day delivery of technical services in assigned area. Developing and maximizing local service partnerships that deliver world-class services will be critical in this role. The Area Manager will report to the Equipment Engineering and Technical Services Center of Excellence (COE) with accountability to the local business.

This is a field based role that will require travel to Andover as well as domestically and internationally. 

KEY ACCOUNTABILITIES/OUTCOMES

• Manage a geographic service region consisting of multiple countries. Services include installation/setup, field service and equipment remanufacturing.
• Oversee the performance management of Service Providers (SP) to meet SLAs and budget expectations.
• Continuously improve service systems and processes to raise first time fix, part diagnosis accuracy, fix in place and resolution without a service visit.
• Identify, qualify and onboard SPs in assigned area to meet growth and budget needs. Onboarding includes:
• Coordinate with procurement leaders to evaluate and rate potential SPs.
• Advise procurement leaders on operational contract requirements and will review agreements to ensure operational feasibility. 
• Coordinates technical training required to perform field service and remanufacturing services.
• Facilitate admin setup for new SPs.
• Set communication information requirements and cadence per COE standards.
• Perform customer and service provider SP visits regularly.
• Ensure SPs are continually trained to support the equipment in their assigned territories.
• Provide escalated support to SP Field Engineers, including requests for exchanges.
• Audit service invoices to ensure work done meets technical requirements.
• Provide local associates with technical support, as needed.
• Manage part stock levels in market to minimize service disruptions and additional costs.
• Coordinate with local business leaders to define desired customer experience and service budget.
• Coordinate with local business leaders to develop service plans and preventative maintenance programs that bring customer value.
• Link COE (engineering and technical services) to local market needs and trends to ensure appropriate level of support is allocated.
• Advise local business leaders on upgrade and project opportunities to improve reliability and/or reduce future maintenance costs.
• Plan and execute local market equipment field testing, including new products and current product sustaining activities.
• Advise sustaining leaders of reliability trends impacting uptime and budget. 
• Flexible schedule that may require some evening and weekend work.
• A significant amount of travel is required. 50% or higher, at times.

This role will require lifting of fifty pounds (22.5 KG) and pushing or pulling of up to 250 pounds (110 KG).
 

KNOWLEDGE/SKILLS/EXPERIENCE

• Associate Degree or vocational training in electrical/mechanical areas preferred.
• Two or more years experience as a Service Technician.
• Passion for customer satisfaction.
• Experience with electro-mechanical and IoT connected equipment.
• Strong written and verbal communication skills.
• Excellent attention-to-detail and organizational skills.
• Working knowledge of computers, including Windows and Microsoft applications.
• Initiative-taking and goal oriented.
• Ability to travel including international. 

Experience:
• Technical: 2 years minimum
• Service Provider Management across multiple countries
• Sourcing Service Providers in multiple countries
Willingness to travel: 50% (Required)