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The Kendall Group · 1 day ago

Service and Training Manager

Grand Rapids, MI

Full-time

Onsite

Mid, Senior Level

3+ years exp

The Kendall Group is an employee-owned company that serves various industries through its multiple divisions. The Service & Training Manager is responsible for leading field service technicians and coordinators, ensuring exceptional service delivery, managing training programs, and fostering customer relationships while optimizing operational efficiency.

ElectronicsManufacturingSupply Chain ManagementWholesale

Responsibilities

Provide leadership, direction, growth, and mentoring

Adhere to our company values of Success Beyond the Sale, Partnership as a Promise, We Do What We Say, Legacy of Impact, and Purpose-Driven Progress

Invest in self-growth through participating in continuous improvement, learning, and development

Lead and manage a team of field service technicians and coordinators responsible for executing best in class field service and training

Guide, coach, and mentor team members, fostering a collaborative and high-performing work environment

Lead the Service Coordination team to ensure resources are allocated effectively and that jobs are appropriately staffed

Define job scope, objectives, and deliverables in collaboration with clients, technicians, and coordination staff

Develop and maintain training plans for technicians ensuring certifications are current

Manage tools and vehicle fleet to ensure maximum efficiency and effectiveness

Lead the growth in customer training quantity and quality in conjunction with sales and marketing

Understand client requirements and business objectives and align deliverables accordingly

Ensure required deliverables, including documentation, are provided to the client in accordance with established timelines

Foster enhanced customer relationships resulting from quality work and insights gleaned

Collaborate with sales and business development teams to identify new opportunities, expand client relationships, and drive revenue growth

Participate in proposal development and contract negotiations for strategic opportunities, ensuring the alignment of services with client needs and objectives

Own departmental profit and loss (P&L) by optimizing revenue and reducing costs while taking into consideration team workload and stress factors

Stay updated on industry trends, best practices, new products, and emerging technologies related to services offered

Identify process improvements, efficiency gains, and innovative approaches to enhance service delivery and client satisfaction

Foster a culture of ongoing professional development and skill enhancement within the team, organizing training sessions and knowledge-sharing activities

Other duties as assigned

Qualification

Service delivery managementTraining developmentTeam leadershipBusiness acumenWork order managementCross-functional collaborationCustomer relationship managementCommunication skillsOrganizational skillsProblem solving

Required

3 years of experience leading a team of service technicians, tradespeople or equivalent

Associate's degree in industrial electronics, instrumentation or automation or equivalent work experience

Strong business acumen: Ability to understand and align deliverables with client objectives

Proficient with Microsoft Office suite and work order management tools

Highly organized and detail-oriented; ability to multi-task and shift priorities as needed; ability to work in fast-paced, continuously evolving, and at times ambiguous environment

Experience working cross-functionally with sales, marketing, project leads, external vendors, and customers; experience with problem solving in a customer engagement environment

Excellent verbal and written communication skills with the ability to explain complex and technical topics in an easily understood manner

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

Possess and maintain a valid driver's license

Up to 50% travel, occasionally out of state and over weekends

Preferred

3+ years of experience leading a team of service technicians, tradespeople or equivalent; experience in industrial instrumentation service, preferably in the process industry (oil & gas, chemical, pharmaceutical, food and beverage, etc.)

Bachelor's degree in a technical, science or business field

Industrial controls platforms such as RSLogix5000, CRM platforms such as Salesforce