Instrumentation Service Manager

3 weeks ago

Saanichton, Canada AML Oceanographic Full time

Do you love to compete? Are you hungry for achievement? Are you an ‘A’ player? Do you want to work with other ‘A’ players? For a company where culture is nurtured and managed as a critical source of advantage? Where every employee knows and cares about direction and strategy?

AML Oceanographic has clocked average annual growth of more than 20% over the past 8 years. How? Most importantly, we’ve built a team that provides outstanding service and truly cares about our customers. AML has a market reputation for two things:

- Going to the ends of the earth to make our customers successful, and
- Bringing fresh ideas to an established market

At AML, we do things a bit differently. Think daily huddles. Think Rockefeller Habits, Scaling Up, and the One Page Plan. Think town hall meetings with on-the-fly question & answer sessions. If you are familiar with these concepts - or they interest you - then you might be a fit for AML.

At AML, we manufacture oceanographic instrumentation and marine deck equipment (high tech winches), as well as provide service (including calibration).

This position is based in Saanichton, BC. While some of the role may be done remotely, the position requires attendance in the office at least 3-4 days a week.

**Mission of the role**: Best in class instrument service, delivered yesterday.

**Accountabilities**
- **Leadership - **Builds and Maintains a team of A players. 80% A players by year 1, 90 % by year 2. Team skills and behaviors are aligned to achieve IGP targets.
- **Health & Safety - **All team members have received appropriate safety training. WHMIS, Hazardous Materials, Working with High voltage, etc. Responsible for ensuring SOPs reflect safe work practices. Immediately addresses and corrects unsafe behaviors.
- **Quality - **AML's QMS is alive with service staff. NCs are never ignored. Technicians are individually responsible for the quality of their work. Out of box failure rate is less than 1%.
- **Service Effectiveness: Doing the right things - **Meets IGP targets and lead time objectives. Forecasts and advocates for necessary resources. Prioritizes work and ensures team members are focused on the right activities. Lead time targets achieved on 80% of orders. Supports with hands on repair of assets to backfill service capacity.
- **Manufacturing efficiency: Doing things right - **Service order and job schedules are always clean and clearly communicated. Technicians always know what to work on next. Resolves production issues, organizes workflows, ensures SOPs are current and alive. Utilization rate on manufacturing hours above 70%.
- **Customer Experience - **Owns the customer correspondence from RMA issued through to packed Shipment. Average Response time < 1 business day. Customers walk away happy from service interactions. NPS Score on Tech Support cases maintain an quarterly average of 60 in year 1, 70 in year 2.

Key Competencies
- **Coaching and Team Building - **Builds a common vision for the team. Engages team members in company strategy. Able to detect and correct individual and team behaviors that negatively affect team performance. Holds up and encourages behaviors that contribute positively.
- **Superior Communication Skills - **Expert in written and verbal communication. Comfortable addressing large groups or individuals. Able to break down and communicate complex ideas in manageable pieces. Can adapt the message to suit the audience. Able to engage in delicate conversations with internal and external stakeholders to achieve business outcomes.
- **Manufacturing / Service Expertise - **Knowledgeable on the different manufacturing methodologies (one piece flow, tps, batch build, manufacturing cubes, etc.) along with their strengths and weaknesses. Able to make informed decisions on what methods fit for AML.
- **Technical Skills - **Can repair all our main products. Able to diagnose assets if need be and answer customer technical questions.
- **ERP/MRP - **Understand the inputs and outputs of MRP. Scheduling and maintenance of jobs and Orders comes naturally.
- **Decisiveness - **Make informed decisions quickly; synthesize information. Assess and balance competing interests. Prioritize and focus on what matters.

Company culture is paramount and we’re looking for like-minded individuals to join our team.

**How to Apply**

In addition to your resume and cover letter, please clearly identify the personal values that you use to guide your decisions, and explain why these specific values are so important to you. Finally, please clearly indicate your compensation expectations. Please indicate willingness to relocate for the position if required. This position is open until filled.

**Salary**: $70,000.00-$100,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Dental care
- Employee assistance program
- Extended health care
- Flexible schedule
- Life insurance
- On-site parking
- Paid time off
- Profit sharing
- Vision care
- Work from ho

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