Field Service Manager - LMK Recruiting

Job Overview: Join our team as the Automotive Production Manager, where you will lead the parts sales, field service, and customer support teams. This pivotal role involves overseeing the full lifecycle support of our manufactured equipment, from production to end-of-life service. You will be responsible for coordinating sales of spare parts, resource planning, and managing all required service activities to ensure optimal equipment performance and customer satisfaction.

Key Responsibilities:

Production Support Contracts:

• Collaborate with Project Managers (PMs) and customers to identify and address gaps in personnel, training, and resources needed to ramp machines to full production.
• Support all phases of a project, including debug, teardown, shipping, and installation.
• Manage the transition from project management to production and service (P&S), ensuring a smooth handover of responsibility and resolution of any outstanding issues.
• Prepare and monitor long-term support contracts, ensuring all commitments are met efficiently.

Emergency Field Service:

• Respond to customer emergencies within an hour, ensuring quick and effective resolutions.
• Maintain staffing to handle multiple simultaneous emergencies, with qualified personnel ready to deploy.
• Foster strong relationships with customer maintenance teams to ensure first-call service and identify additional sales opportunities.

Spare Parts Management:

• Coordinate with teams to provide customers with comprehensive quotes for spare parts and ensure efficient use of customer funds.
• Assist customers with purchasing necessary spare parts and negotiate long-term agreements for inventory management.
• Collaborate with suppliers to ensure fair pricing and seek cost-reduction opportunities.

Warranty Handling:

• Track and manage warranty commitments, negotiating with customers, suppliers, and vendors as needed.
• Address machine performance issues and ensure customer satisfaction through proactive communication.

Sales and Customer Support:

• Leverage customer relationships to identify opportunities for retools, upgrades, and future sales.
• Support the Sales, Applications, and Project Management teams in evaluating rebuilds and retrofits.
• Report regularly on all aspects of the P&S business, including sales, staffing, quality, and customer satisfaction.
• Train service personnel and coordinate with Engineering to assist customers in maintaining their equipment.

Other Duties:

• Conduct annual performance appraisals for P&S Department personnel.
• Collaborate with other department managers to ensure seamless operations and address mutual needs.

Required Skills:

• Preferred education: Engineering or business degree, or equivalent experience.
• Minimum of 10 years’ experience in management, contract administration, and/or project management.
• Proficient in Microsoft Windows and Office 365 (Word, PowerPoint, Excel, Outlook).
• Proven track record in customer support and team building.
• Strong interpersonal and managerial skills, with the ability to manage multiple priorities.
• Preferred experience with automotive powertrain assembly and semiconductor material handling processes.

Performance Expectations:

• Maintain 100% accuracy on P&S sales and accounting reports.
• Drive continual growth of P&S Sales in line with the increasing installed base.
• Achieve high utilization of Field Service Resources while maintaining emergency reserves.
• Ensure world-class service team performance and customer satisfaction through regular surveys.

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