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Manager, Field Support

Date: May 20, 2021

Location: Keene, NH, US

Company: Dover Corporation

The Company          

Markem-Imaje is a wholly-owned subsidiary of the US-based Dover Corporation (a diversified global manufacturer and solutions provider with annual revenues of approx. $7 billion) and is a trusted world manufacturer of product identification and traceability solutions, offering a full line of reliable and innovative inkjet, thermal transfer, laser, and print and apply label systems.

Markem-Imaje provides global reach to over 50,000 customers with 30 subsidiaries, 6 technology centers, several equipment repair centers and manufacturing plants with the most comprehensive marking and coding portfolio available in the marketplace.

Are you a self-motivated, confident, and engaged manager who has experience in leading teams through exciting transformations and continuous improvement?  Are you skilled at cross-functional engagement, in a  fast-paced  environment that sometimes requires creativity and prioritization of activities to meet the needs of customers and co-workers?

 

In this role as the manager of the field services and the product support teams for Markem-Imaje, you’ll be responsible for aligning with the company’s and service delivery departments’ key initiatives and objectives, ensuring that the Product Support Help Desk and Field Services teams remain seen as being “Best in Class” from a global perspective, developing and mentoring supervisors and team members, as well as meeting the expectations of our customers.

 

Day-to-day you will manage both the field services planning and product help desk teams of approximately 16 staff and one supervisor. In addition to your management responsibilities, you’ll also play a key role as a “super user” supporting the ERP (SAP) as it relates to the needs of the group.    

 

You’ll have an opportunity to collaborate with other cross-functional leaders to drive improvement in areas that negatively impact our service level to customers, work within a global community of subject matter experts to identify areas of improvement and collaborate on a solution path.  Work within an environment that values strong leaders, who have the freedom to lead and manage their team to excellence, within the defined leadership guidelines and expectations defined by Markem-Imaje.

 

Reporting to:   Service Delivery Manager - NAM Zone

 

In this role you will:

  • Manage the Technical Product Support and Field Services Teams’ resources, methods, and activities to optimize resource utilization and productivity and deliver responsive and effective services to our customers.
  • Provide hands-on management support of customer and field technicians inquiries
  • Support the ERP (SAP CS) needs of the group by  evaluating compliance of standards and process flows to ensure proper and consistent application of SAP CS instructions and guidelines; and take actions to address gaps and make improvements.
  • Ensure customer install base and functional location records are accurately updated and maintained within SAP according to business rules, methods and global standards.
  • Lead activities that support and achieve Service Delivery KPI’s in support of overall business objectives.
  • Perform data analysis of service ticket history and customer feedback to identify trends and opportunities for improvement. Collaborate with Operations to respond to customer complaints with timely and appropriate corrective actions.
  • Ensure Planning and Field Service operations are trained and compliant with warranty claim, record management and reverse logistics policies and procedures. Liaise between global quality and service operations to reduce warranty claims and achieve defined performance targets.
  • Develop and employ best practices to prevent aged service orders and billings, maintain backlog within defined targets, and ensure service commitments are delivered to customers as per service level agreements and classification commitments.
  • Use Customer Service and Sales resources to recognize and capture opportunities related to equipment leads and growing the After Sales business that contributes to the regional revenue targets and customer retention.
  • Perform customer engagement meetings to evaluate customer experience with the Technical Help Desk and Planning Center and collaborate with the Sales and Customer Service teams implement countermeasures and improvements to areas of customer dissatisfaction.
  • Manage and control technical publications, reference materials and service equipment used by Technical Support Desk (“Help Desk”).
  • Ensure the Technical Help Desk team has the proper level of skills and technical knowledge to support new and current products by utilizing new product and continuous learning methods and techniques.

 

Requirements:

  • Direct, hands-on management experience for a team and their performance required
  • 5 to 10 years technical management experience with Field Service or Service Dispatch experience strongly preferred
  • SAP “Super User” within CS module; working knowledge of SD and MM modules preferred – or comparable ERP experience Strong interpersonal and customer relationship management skills
  • Familiarity with business process flows and Sales/Distribution ERP knowledge
  • Knowledge and work experience within fast moving consumer goods and packaging industry
  • Excellent verbal and written communication skills and leadership abilities that result in a clear presentation and understanding of details and facts
  • Proven ability to share knowledge and conduct training to diverse audiences of varying size
  • Able to complete work and make decisions independently and without immediate supervision or guidance
  • Excellent technical and commercial decision-making abilities

 

Education:

 

  • Bachelor’s degree in a technical or business discipline OR a Technical Associates degree with 5 to 10 years of technical related management experience  or relevant experience

 

BENEFITS

Competitive base salary plus commission, Career Growth and Great Benefits. Total compensation includes your pay (base salary), very comprehensive medical/dental programs as well as life insurance, a generous paid time off program, a retirement savings plan, and a wellness program.

The Site

Keene, New Hampshire is a small college-town where you’ll find a charming downtown Main Street teeming with shops, restaurants and a retro movie theater. Employees also enjoy a great range of outdoor activities close by such as skiing and hiking.

All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.


Nearest Major Market: Bellows Falls
Nearest Secondary Market: Keene

Job Segment: Field Service, ERP, Manager, Marketing Manager, SAP, Manufacturing, Technology, Management, Marketing