Service Operations Manager

Our Opening and Your Responsibilities

As Service Operations Manager you are the primary owner of all Field and Depot Technician daily activities and responsibilities, and direct manager of the 12 Field Service Technicians and the Depot Service Tech Supervisor.  As the manager of internal and external service technicians, you'll be responsible for all service processes related to the execution of services and repairs; ensuring  all assignments are executed to our high company standard and follow proper system documentation requirements. 

This position is based in our Billerica, MA office.

RESPONSIBILITIES: 
  • Drive Service operational excellence and high customer value by ensuring all services are conducted to standard and within a timely manner and utilize first-time fix rate and Net Promoter Score (NPS) Key Performance Indicators to measure customer satisfaction
  • Develop and monitor all technician workflows, reviews work processes and ensures high quality service delivery
  • Develop and monitor all technician workflows, reviews work processes and ensures high quality service delivery
  • Coordinate and collaborate effectively with the Back-office to ensure that scheduling and invoicing is efficiently processed. 
  • Onboard efficiently new players, develop an onboarding program

What You Need to Succeed

QUALIFICATIONS
  • 3-5 years supervisor or manager experience, with experience in a service role
  • Associate degree, Bachelor's degree preferred; or equivalent combination of education and experience
  • Strong analytical skills, to be able to evaluate the performance of a Service organization leveraging the different CRM, BI and ECC information
  • Ability to develop technician skills ensuring all products can be serviced and repaired in the field and Depot technicians are cross trained
  • Self-motivated individual with a results-oriented approach who can take initiative and drive change
  • Exceptional interpersonal skills, time management and organizational skills. Ability to coach and mentor teams for exceptional performance

Nice to Have:
  • Experience working in the region’s key industrial market segments (Biopharma, power, chemical processing, brewing, F&B, general industrial)
  • Technical aptitude and familiarity with liquid analytical products and applications in key market segments.

Our Offer to You

  • Medical, dental and vision care coverage and a 401(k) savings plan with company matching – all starting on date of hire
  • Tuition reimbursement, educational matching gift program, perks and discounts
  • Parental and caregiver leave programs
  • All the usual benefits such as paid time off, flexible spending, short-and long-term disability, basic life insurance, business travel insurance, Employee Assistance Program, and domestic partner benefits
  • Global market strength and worldwide leadership in precision instrumentation
  • A brand name that is identified worldwide with precision, quality, and innovation
  • Thousands of patents, design and innovation awards across the Mettler Toledo
  • Global recognition for the quality of our products and services

About Mettler Toledo

METTLER TOLEDO Process Analytics (www.mt.com/pro) is a leading supplier to end-users and system integrators for liquid analytical measurement solutions to control production processes. We employ an elite team of individuals with the goal of satisfying every customer, every time. Our culture is innovative, fast-paced, and customer-focused. 

Equal Opportunity Employment

We are an equal opportunity employer and value diversity at our company. We give consideration for employment without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected classification. Mettler-Toledo endeavors to make www.mt.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at EEO@mt.com.

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