Description
NATIONAL SERVICE MANAGER
Established for over 50 years, Yamazen Inc. is a leading importer and distributor of quality CNC manufacturing machinery, including machine tools and injection molding machines. We service manufacturers in the automotive, aerospace, construction equipment, medical, and I.T. industries.
Yamazen has an immediate opening for a National Service Manager to join our team. The National Service Manager (“NSM”) oversees the utilization, efficiency, development, and communication of Yamazen Inc.’s Service Technicians. The NSM is responsible for generating profit on a monthly and annual basis for the “Service” row of their financial statement.
Key Responsibilities include, but are not limited to:
- National oversight across regions.
- Direct accountability for service revenue and profitability.
- Ownership of utilization, efficiency and service KPIs.
- Leadership of training systems and process standardization.
- Critical responsibility for aligning Sales and Service.
- Customer service and conflict resolution.
- Implementing and using AI to increase efficiency and ensure the future-proofing of Service.
- Monitor and evaluate team workload and utilization to ensure effective allocation of resources throughout the year.
- Analyze team capacity and productivity trends to identify opportunities for improved efficiency.
- Manage tools, gauges, and instruments through tool tracking system
- Develop and maintain a skills matrix.
- Develop and execute a consistent training schedule that includes all ST’s and all vendors; maintain personnel training files.
- Develop and maintain a procedure library.
- Develop and maintain a national apprenticeship and/or internship program.
- Development of a National Call Center (triage) capability.
- Continuously maintain communication with Regional VP’s, GM’s, RM’s, and Regional Service Managers regarding prioritization of service jobs, equipment installations proactive staff development, personnel problem resolution, and customer problem resolution.
- Create new revenue streams, such as Maintenance Contracts
- Progress and track Preventative Maintenance program to ensure profitability
- Oversee Parts Department, Technical support
- P&L ownership for aftermarket departments
- Safety – Maintain safety records, reporting and adherence.
- Recruiting – oversee recruiting, hiring and onboarding of aftermarket teams
- Evaluate market trends and service rates by geographical region
Qualifications
Skills and Qualifications:
- Bachelor’s degree required.
- Field Service work experience a plus.
- Service management experience a plus.
- Strong analytical skills, experience in interpreting results and drawing conclusions.
- Comfortable and quick at learning, teaching and implementing new systems and software.
- Strong team building and collaborative working skills.
- Superlative communication skills. An ability to exude positive yet purposeful leadership.
- Experience with Salesforce Field Service or Syteline preferred, but not required.
- Must be able to travel domestically as company needs arise to visit offices, individual ST’s, Sales management, customers, and vendors.
Compensation and Benefits:
The estimated base pay for the position is typically between $135-150k.
The actual base pay for the position may be influenced by factors such as education, training skills, qualifications, competencies, years of experience, job-related knowledge, and scope of the role, and could be outside of the posted pay range.
In addition to base pay, Yamazen Inc. provides a competitive compensation package including salary, business allowance and semi-annual bonus opportunities. Employee benefits include COMPANY PAID medical, dental, vision, short- & long-term disability and life insurance within the first 60 days, 401K with company match, and more!
Time off: Vacation / Personal sick days / Company paid holidays
Misc: Flexible work hours, Bi-weekly catered lunches, New car discount program, Employee Assistance Program.
#ZR