Fsd- Robotics Service Manager

6 days ago

St Catharines, Canada Radwell Full time

**JOB SUMMARY**

Support and schedule customer service requests on and offsite, remote and in person for a growing team of robotic, automation and CNC service support.

**ESSENTIAL DUTIES AND RESPONSIBILITIES**
- Scheduling techs for service calls and managing service calendar
- Coordinating service issues with sales team
- Ensure techs have adequate tools, resources, manuals, parts and supplies for calls
- Maintain a positive attitude while leading a team of service technicians in an efficient and productive manner
- Anticipate service technicians needs using proper leadership techniques and proven problem-solving methods
- Develop a full working knowledge of the service associate handbook to respond to every customer and service associate inquiry
- Manage all review all service contractors and assist in developing new suppliers
- Manage all external and internal service providers and review yearly contracts as needed to be able to maximize profitability
- Monitor top tier customer problems to ensure a high level of response time and proper problem resolutions
- Understand how to make changes to the company knowledge base to anticipate the needs of your team
- Develop a standard operating procedure handbook and a marketable service catalog for customers
- Provide marketing team with content for service department as needed
- Monitor time cards and maintain fair schedules while tracking the calendar for holidays and emergency changes

May be modified from time to time. Other duties, tasks and work may be assigned.

Required Skills

**KNOWLEDGE & SKILLS REQUIRED**
- Must have knowledge of industry, Robotics and or CNC
- Must be comfortable being on the service floor and on your feet for six to seven hours per day while monitoring service Associate's
- Must be able to lift 50 pounds or less in order to properly serve customers if required
- Demonstrated ability to work solo as well as being a strong leader, overseeing an entire department of at least five employees
- Set reportable metrics to measure and maintain performance and health of the company's service department
- Must be an excellent communicator and speaker both online in written interactions, and face-to-face customer service interactions
- Demonstrated ability and proven track record of effective marketing campaigns and employee management

Required Experience

**EDUCATION & EXPERIENCE**
- High School Diploma or equivalent required
- One to Three years Technical School Diploma or experience
- Technical or Industrial product knowledge a plus

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