Service and Repair Manager in Hatfield, PA at ITW Test & Measurement and Equipment

Date Posted: 9/26/2019

Job Snapshot

Job Description

Brooks Instrument is an industry leader in flow measurement and flow control products for critical applications, and a division of ITW (A Fortune 150 Company) is seeking candidates for a Service and Repair Manager.  This highly visible position will be based out of our headquarters facility in Hatfield, PA (Suburban Philadelphia). In addition to our Pennsylvania operations, Brooks maintains manufacturing locations in, Hungary, and Korea.  The Company also maintains sales offices throughout the world.  Our products are used in laboratory and process applications in end markets such as: life sciences, chemicals, semiconductor, analytical instruments, nuclear, and solar cells.

Basic Function

Responsible for the development and implementation of department strategies to achieve service center revenue and profit objectives in the Americas region.  Manage Service & Repair programs, policies, procedures and activities that enable the service center to perform evaluation and repair of customer returned equipment.  Working closely with various product BU key stakeholders, making decisions on credit requests and warranty repair/replacements.  This position is based at Brooks Instrument worldwide headquarters in Hatfield, PA.

Essential Duties and Responsibilities

  • Monitor/manage department metrics (KPIs) to ensure continuous improvement in service & repair performance, with specific attention to customer satisfaction drivers including response time, turn-around-time, first-time-fix rates, parts availability and technician knowledge and professionalism.
  • Working in conjunction with customer service manager, direct calibrators and repair technicians on daily activities/priorities.
  • Manage monthly Service-related trade revenue forecast and outlook for the Service center.
  •  Work collaboratively with Business Unit Manager, sales team, and marketing personnel to identify and act on business development opportunities.
  •  Develop, implement and maintain Service & Repair related Standard Operating Procedures (SOPs) and Work Instructions (WIs).
  •  Hire, develop, coach and shape the calibrators and service technicians into industry-leading technical service providers of after-market service.
  •  Support Business Unit Manager with annual and long-range planning activities, review organization's financial performance against budget, financial and operational goals
  •  Serve as a member of the Service BU Global Management Team, contribute to the development and implementation of organizational strategies, policies and practices.
  •  Ability to travel domestically travel up to 10% of the time.
  •  Flexibility to perform other duties as assigned in accordance with business needs.
Education and Experience
  • BS/BA degree or equivalent.  A degree in a technical or engineering discipline is preferred.
  • 5+ years of management experience in a manufacturing and / or service & repair environment is required.  Ideally with multiple direct reports.
  • 2+ years of service, sales or account development experience in capital equipment or industrial products

 Knowledge, Skills & Abilities 

  • Ability to work as a member in a cross-functional team to provide a unified sales and support solution to the customer
  • Self-motivated and a highly energetic team leader with proven ability to develop and establish a customer focused service organization
  • Ability to track trends, develop budgets and analyze profit and loss statements
  • Proficient verbal and written communication skills
  • Excellent organization skills with the ability to prioritize tasks
  • Ability to direct and influence the work of others to produce the highest quality performance possible
  • Ability to read, comprehend and interpret complex technical information involving mechanics and electronics.
  • Fully proficient with MS-Office applications.  Familiarity with manufacturing and / or service & repair business system applications a plus.

Our employees enjoy competitive, merit-based salary plus excellent benefits including:

  • Health and dental insurance
  • Company Paid Life Insurance / Short and Long Term Disability
  • 401K plan with generous company match
  • Vacation, personal days and holidays
  • Continuing education reimbursement program
  • Flexible spending accounts

The opportunity to join a well established (70 + years in business) yet dynamically changing organization that works together as a team to meet the challenges of satisfying customers’ needs and managing rapid growth to better compete in a global marketplace.

ITW Company Overview

ITW was built on innovation and the strength of new ideas. These values have helped us expand into multiple platforms in nearly 60 countries. But at each of our businesses, the independent entrepreneurial spirit and freedom to innovate remain strong. It’s the highly talented people at ITW businesses all over the world who drive our success through new products and customer driven solutions. Together, we are ITW—a Fortune 150 company that has prospered for 100 years, and changed the way people live and work, all over the world.