Service Manager (Mad-Bl-Az)

Description

POSITION:Service Manager

DIVISION: Metrology and Analysis Systems Division (MAD)

COMPANY: Hitachi High-Tech America, Inc. (“HTA”)

TRAVEL: Up to 30% (domestically and internationally)

REMOTE WORK: Remote Restricted – Within a commutable distance to both

Chandler, AZ and Scottsdale, AZ

EXPECTED PAY RANGE: $100,747 - $138,527 annually
This pay range is for the position’s base pay only. This position may be eligible for other compensation including incentive pay and/or allowances. Candidates will receive additional information during the interview and selection process.

POSITION SUMMARY

Service Managers (SM) are responsible for the implementation of the service business in an assigned territory. SMs are responsible for internal and external customer satisfaction and must provide consistent, high-quality service to the customers in their assigned territory. SMs supervise, develop, schedule, and prioritize assigned resources based upon departmental goals. SMs are required to meet contractual and/or warranty obligations. SMs are responsible for counseling and corrective action of assigned personnel and assist with the analysis of statistical data to ensure proper staffing and utilization of resources are achieved. They oversee all service-related activities within the district (both financial and technical). SMs interface with and develop plans with other departments as required to ensure that all necessary actions are being taken to resolve customer issues. Above all, SMs ensure that all work activity complies with company policies and guidelines.

PRIMARY RESPONSIBILITIES

• Maintain appropriate records of all work performed and training received
• Comply and adhere to company policies
• Maintain budgetary control of operating expenses and travel inventory according to department policy and procedure
• Must be eligible for and receive company credit card
• Portray professionalism and pride in appearance while conforming to policy
• Complete assigned formal training with a grade of 80 or more on the test(s)
• Protect and maintain company property i.e., traveling inventory, company car, test equipment, tools, etc.)
• Set and keep appropriate schedules for service on the assigned equipment
• Provide highly detailed documentation for the purpose of problem resolution and/or engineer training

EDUCATION, LICENSES, and/or CERTIFICATION REQUIREMENTS

• BS degree in Electronics Engineering or equivalent combination of education and experience

EXPERIENCE and TRAVEL REQUIREMENTS

• Five (5) years’ managerial experience
• Requires solid electronics and mechanical skills
• Requires equipment specific operation skill
• Must have and retain valid driver’s license in resident state. Must be insurable by insurance company
• Experience using digital volt ohmmeters, oscilloscopes, and hand tools
• Experience leading and supervising co-workers
• Experience presenting and supporting ideas
• Experience disassembling and assembling intricate parts
• Demonstrate strong work ethic. (On time to work and training, on time completion of assignments, strong preparation for assignments, effective teamwork, etc.)
• Demonstrate strong verbal and written communication skills with management, co-workers, internal and external customers
• Demonstrate willingness to participate in the administration of the service department by working with special assignments that require technical or administrative input i.e., spare parts selection, training programs, service procedures, etc.)
• Demonstrate ingenuity and drive to contribute to the development of the department and to help the department reach its goals
• Demonstrate and foster team concepts to provide for the achievement of department goals
• Domestic travel approximately 25%, international travel approximately 5%
• Other duties as assigned

KNOWLEDGE, SKILLS, and ABILITIES REQUIREMENTS / SAFETY REQUIREMENTS

• Knowledge of analog and digital circuitry as applied to our equipment
• Knowledge and understanding of Physics and Chemistry
• Demonstrate ability to train engineers with On the Job and classroom training
• Demonstrate the ability to logically structure and set schedules for multiple engineers
• Demonstrate the ability to coach and develop assigned engineers
• Demonstrate the ability to distribute and enforce company and departmental policies and procedures
• Demonstrate the ability to provide leadership and direction for the assigned engineers
• Demonstrate the ability to be proactive with customer concerns in order to provide escalated levels of service to our customers as necessary
• Demonstrate the ability to coordinate service activities between the customer, the sales group, any third party vendors and HII as necessary, to ensure the highest level of customer satisfaction
• Demonstrate the ability to work within a diverse group to achieve commonly desired results for change within the system
• Demonstrate the ability to process and administrate the district’s paperwork load
• Demonstrate the ability to determine and provide for the District’s requirements to provide high quality, consistent service that is in accordance with the company’s goals
• Ability to work from schematics using various test equipment and mathematical calculations specific to electronics is required
• Ability to effectively interface with customers, service department personnel and others
• Requires ability to provide preventive maintenance and basic emergency service on specified instruments
• Requires ability to install and prove resolution or prove customer’s acceptance criteria on the specified equipment
• Requires ability to train engineers in OJT and classroom environments
• Requires the ability to organize and efficiently run District meetings
• Requires the ability to give presentations, which effectively convey information and ideas to upper management, customers, and engineers
• Must comply with all corporate safety requirements and directives
• Expected to use Personal Protective Equipment (PPE) when required
• Follow all equipment specific safety protocols

Equal Opportunity Employer (EOE)-Females/Minorities/Protected Veterans/Individuals with Disabilities

If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to HTA-AccommodationRequests@hitachi-hightech.com