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Posted: Wednesday, November 8, 2017 2:59 AM

Job Description:/h3:
North America Service Director
Summary Description:
Reporting to (President), responsible for leading and directing service operation functions for North American Service including all US and Canada technicians. Service Director will assure operational excellence and safety in our service operations. Responsible for training and supervising technicians. Aligned with Global Service initiative, build:grow:support service operations for North America to execute on Service Level Agreement expectations. Work closely with North America sales/project management teams to support installation and reactive service solutions.
Responsibilities/ Accountabilities / Metrics
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Coordinating the implementation and structure for the Global Service organization in North America, including: Coordinating technical service technician activities; Coordinate with the assigned Customer Service associates to maximize efficient tech routing; Training for technicians and sales team on Service initiatives; Develop service tech staff on troubleshooting and service functions; establish service processes and Standards for the service organization including service reporting:troubleshooting guidelines:reporting cascade for issues:etc.; NA Service Director to be primary point of contact for service in NA for both customers and for the Global Service Organization.
Create, direct and control Customer Service group : North America. Along with Global Service organization: create team to manage service calls with protocols and processes. Link with Engineering and with Parent Company Customer Service to drive customer satisfaction and predictable and repeatable service solutions for our customers.
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Assess the technical capabilities and knowledge of the No. American global service organization, which includes all service technicians, and define an action plan to address skillset gaps. Active in capacity planning (how many technicians do we need).
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Establish baseline service performance metrics for North America Service aligned with the Global Service Organization. Define what good looks like and create plans for technicians to achieve targets.
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Establishing service technician work procedures, productivity and efficiency expectations to facilitate resource planning, scheduling and managing onsite operational expenses. Define overall installation planning process and timelines; define work plans; create template for projecting installation costs and projecting timelines and resource requirements; Support sales in bidding of new installation quotes and requirements.
:Lead after sales / installation customer service. This would include: All rebuild proposals; coordinating labor, parts, project management, contracting and customer management; All emergency service coordination and all Preventive Maintenance or scheduled services.
:Assist in establishing a service technician development and training program at all locations to enhance the skillsets on proprietary equipment, and improve delivery of system installations, including: Hands:on on:site field installations support; Factory training at parent company in Germany; Factory training at Vernon Hills; In:house training on equipment operations and standard maintenance.
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Directly contributing to establishing Customer Training programs; demonstrating proper operation and maintenance of roaster / grinders / plant equipment; Provide Expert consultation to customers for installation planning, commissioning and start up from a customer planning perspective (staffing requirements, training plans, critical skills, management expectations, etc....).
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Provide process and design review support for key / difficult projects; Provide a conduit / liaison point for communication with parent company; Provide key direction for operation / maintenance concerns for new equipment.
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Provide technical oversight for the project managers on projects, and provide them with training, pr

Source: https://www.tiptopjob.com/jobs/74273452_job.asp?source=backpage


• Location: Chicago

• Post ID: 82410277 chicago
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