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Service Manager TFS

Title:  Service Manager TFS

Location:  Taunton, MA

Summary:   This position has primary responsibility for supervising and supporting internal day-to-day operations of the Mechanical Shop, CNC Machine Shop as well as TFS Field and Technical support of Harpak-ULMA products throughout North America. The position will also assist in maintaining facility operations, safety and training programs. Ability and willingness to travel up to 30% of the time is required.    

Time Utilization:  This position is full-time and will require travel up to 30% of the time for field employee management, training & coaching.  Schedule needs to be flexible to accommodate customer schedules. 

Compensation:  Commensurate with previous experience 

Essential Duties and Responsibilities include the following (other duties may be assigned): 

1.             Ensure that exceptional customer service is being provided by effectively managing customer expectations.

2.             Assist in managing the day-to-day customer hot issues that require immediate attention and resolution.

3.             Day-to-day management of both the Mechanical and CNC Machine shops.

4.             Monitor that technicians are utilized fully with appropriate downtime.

5.             Coach and develop a team of skilled and motivated field service technicians; hold personnel accountable for high performance towards company cultural expectations, personal performance goals and activities.  Assist the VP of Customer Service in determining future hiring needs and organizational changes as needed. 

6.             Manage equipment non-conformities across TFS product line and communicate effectively with the factory. 

7.             Oversee change management to ensure proper recording and documentation for all stakeholders of machine modifications, program changes and application enhancements for both existing installed base of machines as well as new equipment being delivered.

8.             Work with VP of Customer Service to ensure that company objectives are being met by the Field Service, Mechanical & Machine Shop, and the TFS Technical Support team.

9.             Assist in the implementation & training of new products and services into the marketplace. Work in tandem with the Technical Trainer to help promote field training.

10.         Provide weekly and monthly reports to the VP of Customer Service.

11.         Provide Quality Audits of TFS Field Service Technicians. This will be done onsite and requires travel. The technical services manager will evaluate how effective the FST’s are in managing and leading on-site efforts.

12.         Provide escalation support to customers 24/7 when needs arise and when technicians require management assistance. Dispatch field service personnel when required.

13.         Associate must be a self-starter and comfortable working with people in trouble-shooting and problem solving situations. 

14.         Must possess excellent communication and customer service skills. Must be team oriented and possess a strong commitment to quality. 

15.         Stay current on new applications, capabilities and new developments in the industry.

16.         Maintain confidentiality of critical HUP and competitive information. 

17.         Be receptive to on-going coaching and training to further develop professional skill set.

18.         Additional duties may be assigned.

Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Experience within the packaging industry preferred. 

Electrical and mechanical knowledge is required in trouble-shooting problems.

Pluses:   General knowledge of Allen Bradley PLC programming and trouble-shooting.  B&R programming experience a plus.  Experience with Compact Logic, Micro Logic, SLC500 and RS View. 

Education/Experience:

Technical Degree (preferably Electrical Mechanical), PLC programming/troubleshooting knowledge preferred. A Business Management Degree preferred and/or 3 to 5 years supervising or managing multiple techs. 

Language Ability:  

Ability to read and interpret documents including mechanical blueprints and electrical schematics. 

Math Ability:  N/A

Reasoning Ability:
Ability to assess and define problems, interpret instruction and act accordingly.   

Computer Skills:  Experience with MS Office Suite and Windows platform.  Working knowledge of FileMaker Pro desired.  

Certificates and Licenses:  Current valid driver’s license required.  Hold a US passport or the ability to obtain a passport for travel. 

Supervisory Responsibilities: 

Field Service Technicians and in-house assigned groups

Work Environment: 

The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Work is performed in a combination of shop/warehouse environments. Exposure to fluctuating hot and cold temperatures. Exposure to warehouse elements such as noise, dust, odors, fumes, oils. 

Physical Demands:
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The ability to lift and/or move up to 75 lbs.  Ability to sit for extended durations when traveling by car or airplane. Regularly required to sit, stand, bend, reach, stoop, squat and move about a facility. Keen hearing and sight ability (close and distance vision) for detecting any abnormalities with the machines.  Proper use of safety devices as required for the safe operation of all machinery, tools and equipment.

Interested and qualified applicants should send a resume to:  

Human Resources
Harpak-ULMA Packaging, LLC
175 John Quincy Adams Road
Taunton, MA 02780  

careers@harpak-ulma.com