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Emerson · 23 hours ago

National Service and Repair Manager

23028 Commerce Drive, Farmington Hills, MI, 48335, US

Full-time

Onsite

Senior Level

5+ years exp

Emerson is a global leader in automation technology and software, and they are seeking a National Service and Repair Manager to lead Branson's service operations. The role involves overseeing field teams, setting service standards, managing budgets, and developing strategies for efficient service delivery while ensuring customer satisfaction.

ElectronicsIndustrial AutomationInternet of ThingsLightingManufacturingSoftware

No H1B

Responsibilities

Utilization of Oracle Field Service CX Tool: Schedule technicians, manage parts, optimize routes for paid jobs (maintenance/repairs), and improve overall product/personnel support by centralizing dispatch, tracking, and communication, leading to faster fixes and better customer satisfaction. Daily contact with customers to determine if problems are equipment, application or product support related

Analyze problems and direct resources to resolve customer issues. Assign and coordinate resources including Field Service Technicians, Contract Service Organizations, Product Support Engineering and Applications Engineering

Team Leadership: Recruit, train, mentor, and manage field service technicicans to achieve a monthly Billable Utillization => 85%

Customer Satisfaction & Operational Excellence: Act as escalation point for complex issues, ensuring resolution and fostering a customer-centric culture. And improve service systems, processes, and policies for timely installations, repairs, and maintenance

Provide technical support to international depot locations to include: Technical Bulletins, ongoing product support, new product training, technical data sheets, and spare parts listings

Review all FSO’s (Field Service Orders) for equipment failures, warranty changes and correct billing charged. Review and authorize payment of their monthly invoices to Branson for services rendered

Work closely with Engineering and quality functions on new products and all safety/quality related issues. File and follow up on all ROCC’s (Register of Customer Complaints) and Q-Sights (Quality) that originate from Sales Engineers and-or Aftermarket personnel

To establish and insure department, company policies and procedures are maintained for quality and safety of our field service to our customers

Qualification

ElectronicsElectro/mechanical experienceUltrasonics knowledgeSupervisory experienceService operations experienceLeadership skillsCommunication skillsProblem solving skills