Service Engineering Manager

Company Background: 

ABEC is a leading supplier to the biopharmaceutical manufacturing industry.  ABEC’s unique value is based on combining long experience with the ability to engineer, design, manufacture, commission, qualify, and service the entire bioprocess to reduce overall cost, shorten time to market, and maximize productivity.  ABEC’s products include process and equipment engineering/consulting services, comprehensive site services, bioreactors and fermenters, filtration and chromatography systems, prep and hold systems, and cleaning/sterilization systems. 

Position Summary:

The position of Service Engineering Manager will be responsible for leading the service department staff in the maintenance and correction of products that have been sold. This position will be required to address customer complaints, evaluate and resolve problems of the customer, assist in installation of equipment, analyzes, inspects and reviews findings to determine the solution to the problem that the customer demands, works alongside with technical engineers; offers customer training for the product; repairs, provides customers with regular reports and feedback on their service requests; develops and maintains relations with customers; reports common complaints of customers to top management in order to address the situation for future reference; makes recommendations to maintenance technicians; and offers feedback on product development, features and functions.

Responsibilities:

· Provide optimum service support for customers through phone, personal visits, etc.

· Perform service activities according to company policies and safety standards.

· Develop documentations for service related issues and resolutions.

· Investigate and troubleshoot product service issues.

· Identify problems and record solutions for reference purposes.

· Educate customer representative about the product usage and maintenance.

· Stay updated on industry standards and technical service knowledge.

· Address customer inquiries in a timely manner.

· Provide guidance/direction in achieving company goals to service representatives.

· Assign job duties and responsibilities as needed.

· Review and evaluate customer service technicians.

· Provide continuous training and devise training programs.

· Oversee and manage Service Engineering staff.

· Coach, develop and provide guidance to team.

· Support and maintain ABEC Key Initiatives and Core Values.

· Coordinate with various teams to fix product issues.

· Inform management on product service issues as observed through interaction with clients.

· Execute other tasks as assigned.

· Ability to travel when required.

· Will play an active role in identifying and driving Continuous Improvement (CI) opportunity.

Qualifications:

· Bachelor’s Degree in Business / Engineering or equivalent training 

· 5 years in equipment service, customer service, or engineering with a heavy focus on working with customers.

· Proven ability to lead, supervise and coach a team.

· Knowledge or experience in electrical and mechanical equipment; familiar with ABEC equipment and services.

· 5 year post graduate in drafting and design.

· Knowledge of 3D Parametric CAD.

· Proficient with Microsoft Office applications; including Word and Excel.

· Detail oriented with a solid understanding of drafting standards, design fundamentals, and related fabrication processes.

· Awareness of and prior experience with implementing Continuous Improvement (CI) a plus. 

· Prior Lean/Six Sigma experience a plus.