Service Manager
Company Description
State-of-the-art research demands high performance and dependable tools to achieve reliable and repeatable results. Precision X-ray, Inc. is the leading provider of safe, high output X-Ray irradiators used in modern translational research. It’s our mission to continually develop X-ray systems that help researchers globally to better understand radiation induced effects in the sciences of molecular biology and cancer research.
Summary of Position
Precision X-Ray, Inc. is seeking a Service Manager to manage the Service Department team and customer and dealer interactions.
Key Responsibilities
• Delegating and directing service tasks, monitoring progress on assigned projects and managing the team to ensure the department as well as individual goals are met.
• Ensuring company directives are adhered to such as product changes, policy updates and documentation.
• Focused on providing quality customer service while keeping the company’s goals and focus on forefront.
• Work closely with customers both nationally and internationally from a variety of different industries.
• Handling customer complaints or concerns and cases.
• Directly overseeing system installations and relocations
• Assist the Production teams with shipping schedules for systems
• Ensure that team priorities and goals are met and or exceeded.
• Monitoring department issues to create methods to lessen recurrence.
• Must effectively use a variety of computer software to maintain client relationships, including CRM, ERP, and Office applications
• Coordinate installations, routine maintenance calls, and service visits.
• Monitors and reviews invoices from external Field Service Engineers
• Enters information from service call reports into CRM database
• Coordinate the return authorization process
• Issues return authorization numbers
• Opens new cases in CRM for incoming equipment for repairs, return parts, or trade-in equipment.
• Tracks all service equipment coming into and leaving the building
• Monitors open service cases, including all incoming repairs, in-house repairs, parts orders testing, parts on backorder.
• Types all sales orders for parts orders and on-site service visits.
• Maintains all device history records (device/service records), CRM database cases, and numerous spreadsheets.
• Assisting with Accessories & Service Sales
• Performs all other duties as required to meet the company’s goals and objectives.
Required Skills and Qualifications
• Highschool diploma or equivalent
• Organizational skills and attention to detail
• Effective communication skills and people-management skills
• Computer literate – including MS Office programs and CRM
• Service and Sales experience
• Self-motivated
• Strong problem-solving skills
• Industry knowledge
Benefits
• Competitive salary
• Health and dental insurance
• Retirement savings plan
• Professional development opportunities
