Repair Services Manager

Company

Double E Group is a 54-year-old global company, which designs and manufactures highly engineered components and systems for a wide range of material manufacturing and converting industries, to include paper, film, foil, and packaging.

We are seeking a talented leader for the position of Repair Services Manager, based out of our Global Headquarters in West Bridgewater, MA.   

Position Description

This role is responsible for managing the entire repair life cycle in order to provide exceptional customer service, efficient and effective repair diagnostics and project management, and drive revenue growth in repairs and new product engineering.

Responsibilities

(1) Exceptional customer service

• Clear and responsive communications with customer throughout repair lifecycle
• Ensure we have true understanding of customer issues
• Make sure issues are fully resolved to meet or exceed customer's satisfaction

(2) Efficient and effective repair diagnostics and project management

• Develop knowledge of assigned product lines – end user applications, product specifications, repairable components, system requirements
• Learn Double E’s engineering and manufacturing processes and capabilities in order to understand and recommend potential solutions
• Implement processes to efficiently and effectively evaluate customers' needs, product failure modes, and potential solutions
• Build strong relationships and communications across Double E sales, customer service, product management and manufacturing teams
• Provide clear and timely recommendations to customers (e.g. repair existing product, replace with same product, offer a new solution)
• Travel as needed to customer facilities to inspect and diagnose customer issues.
• Manage end to end repair lifecycle to from RMA open to close.
• Follow up with any unsatisfied customers to make sure their problems are resolved.
• Maintain continuous improvement in efficiency of support processes and customer satisfaction. 
• Mentor and train all repair support staff.

(3) Drive revenue growth & profitability in repairs and new product engineering.

• Make Double E the highest rated in industry for customer satisfaction in repairs
• Critical member of Voice of Customer process team to improve products and service level
• Integral player in New Product Development team

Requirements

• Must be organized and able to multi-task in a fast-paced work environment.
• Strong written and verbal communication skills.
• Good understanding of a service business in a manufacturing environment.
• Ability to read and interpret operating/procedure manuals and blueprints.
• Demonstrated leadership abilities and achievement oriented.
• Excellent analytical and problem-solving skills.
• Excellent communication, computer, reporting, and analytical skills.
• Customer service oriented and ability to work well in a collaborative environment.

Education and Experience

• Strong mechanical background either through educational or work experience
• 1 + years of sales and/or engineering experience within a manufacturing industry. 
• Excellent computer skills and an understanding of CRM/ERP software programs desired.
• BS in Engineering or minimum of 3 years technical experience in a related function.
• Familiarity with ERP/MRP systems preferred.