Service Director-CNC Machine Tools

Job Description

Job Description

DMG MORI-Houston , TX Office

Essential Job Functions :

The Service Director is tasked to manage costs and revenue generation to keep assigned local offices profitable and manage customer satisfaction in regards to service quality and response time on a highly analytical basis. The requirements listed below are representative of the knowledge, skills, and abilities required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. Responsibilities include up to and not limited to :

• Build and maintain a strong service organization for the area of responsibility
• Manage and maintain service KPIs such as service efficiency, service billing, PPR (Product Problem Report) cockpit and service response time in the requested levels
• Manage costs and revenue generation to keep the assigned local offices profitable and address issues as necessary
• Oversee and develop regional service processes, procedures, reporting and documentation and propose adjustments to Regional Service Manager if needed
• Develop action plans to generate more profit and shift resources according to the current market conditions
• Provide technical, policy and procedure support to local service coordinators and managers in assigned local offices
• Prepare and negotiate corporate service and spare parts agreements with customers
• Visit customers alone and together with sales in order to recover lost customers or establish a good relationship with existing or new customers.
• Manage local personnel to insure correct level of technical support for customer's in the assigned local offices
• Manage and track training for all service personnel based on skill matrices and installed machine base and pipeline
• Manage escalation cases and prepare to the point executive summaries of escalation cases for management
• Oversee local and regional supplies of service tooling as well as all calibration and certification activities, monitor and maintain these documented processes
• Respond to and work with Regional Service Manager and National Service Manager when necessary
• Prepare and present Service part for Subregional Status Meetings on a regularly basis, providing a 360 degree overview of the Service organization regarding KPIs such as revenue, billing, efficiency, response time, skill set, HR related issues etc.
• Manage open issues within the Regions local offices
• Coordinate factory support for installations and global service interventions when required
• Manage escalations and second level tickets and escalate to National / Global Service when appropriate
• Provide performance reviews, interview perspective employees and schedule Regional training for new hire
• Audit and review processes to maintain issuing invoices within 3 days of service in the region
• Assist AR department on overdue collections of service invoices
• When appropriate visit customers to solve any technical or regionally escalated issues
• Conduct Sub regional Service Meetings to give direction to the team
• Other duties as assigned

Minimum Requirements :

Work Environment :

Manufacturing environment (assembly, machining, and quality control facility) at customer locations or DMG MORI Showrooms. Exposure to possible hazards may include noise, electricity, chemicals, heavy equipment, and other automated and manual machinery. General office environment in the DMG MORI Office.

Physical Demands :

Frequent : Sitting at desk, utilizing computers and phones, standing, and walking.

Periodic : Operating power equipment. Business travel. Repetitive foot, leg, hand, arm, shoulder, and torso movements.

Occasional : Bending, squatting, stooping, reaching, pushing and pulling. Lifting or moving up to 50lbs.

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