Regional Service Manager

hace 2 semanas

Guadalajara, México ASMPT SMT, Inc. A tiempo completo

This position is responsible for managing field service team in Mexico North. This position is responsible for managing field installation, startup, inspection, maintenance, troubleshooting and repair of company supplied equipment of several products. Depending upon the terms of the contract or project, this will include planning, scheduling, coordinating, cost control and monitoring the work in an advisory capacity, as well as supervising company employees in the performance of their work. This also includes resolving internal and external conflicts. In this position, the manager is required to be proficient in basic systems technologies and serve as a Technical Account Manager for regional customers. Extensive (more than 70%) travel may be required.

**Key Responsibilities and Duties / Essential Functions**:

- Responsible for meeting service revenue targets and driving and achieving customer satisfaction
- Identify new areas of opportunity to grow the Americas service business
- Manage all service schedules for assigned region to meet customer requirements
- Manage relationships with sales representatives, distributors and service providers when applicable
- Responsible for managing and developing staff including performance management, development plans and disciplinary actions
- This position will also require field installation, startup, inspection, maintenance, troubleshooting of company supplied machines and software
- Identify opportunities to provide support to customers and peers on SMT workflows. Also keep knowledge current in order to perform such analyses
- Propose merit increases, promotions and raises in accordance with local laws and ASM strategy and processes
- Manage processes such as expense report approvals, ensuring CRM reporting is complete and accurate, OT approval, PTO approval and all related activities
- Ensure correct person is assigned for each position or job
- Responsible for creating a positive work environment for all employees through leadership and actions, and through driving performance and accountability
- Establish regular communication / meetings with team
- Function as a project manager as needed
- Partner with sales to support business in their region
- Ensure pre-installation activities occur according to defined ASM procedure
- Execution of installation plan according to defined ASM procedure
- Manage scope of work changes if required
- Manage customer escalations as needed
- Support other members of Americas service team as needed
- Manage special projects within the Americas region as needed
- Provide regional service reporting to management
- Supporting Senior Manager Service AMCAS in setting and implementing strategy for the AMCAS region and specifically for Brazil Service organization
- Making customer visits when open issues need to be reviewed face to face, and when difficult service and support solutions must be addressed and discussed with them.

**Qualifications and Skills**:

- Ability to logically troubleshoot complex hardware, software, and process related issues and convey this information in a way the customer understands
- In depth SMT process knowledge - understanding of customer workflows and the ability to ask the best questions to assist in the most efficient manner
- Good understanding of ASM software products
- Good understanding of installation, networking, functional use, and troubleshooting of ASM products
- Excellent MS Office Skills including Word, Excel and PowerPoint
- Ability to multitask and be detailed oriented
- Ability to translate technical data into meaningful information for both internal and external distribution
- Excellent verbal, written and interpersonal communication skills.
- Excellent presentation skills
- Fluent in Spanish and English, written and spoken
- Bilingual in Portugues is a plus

**Education and Experience**:
BS in Business/Engineering or equivalent experience, a minimum of 3- 7 years managing teams, plus a minimum of 7-10 years’ experience directly related to the service and support of manufacturing computer
- based instrumentation or equipment.

Pay: $13,504.49 - $27,232.82 per month

Work Location: In person

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