West Regional Service Delivery Manager

Company Description

• SMART PEOPLE * SMART IDEAS * SMART CHOICE

A thriving environment for learning, innovation and growth.

Why do so many people join MTS Systems Corporation and stay for a career? Because this is a place where you get to apply your creativity, work with smart people on fascinating projects, and make a positive impact on people’s lives. It is a place where you can learn, innovate and grow professionally.

Transforming what’s possible with cars, aircraft, bridges, wind turbines and space-age materials — this is work we dream about as kids. At MTS, it’s a rewarding career path for talented individuals who are willing to work hard, think hard, and commit to solving complex and critical challenges for our customers around the world, many of whom are leaders in their respective industries.

By joining MTS, you’ll have access to the latest tools and technologies, along with the support of colleagues who are passionate about their work. You’ll discover a dynamic culture of continuous improvement that extends to our people, one that offers numerous ways to expand your knowledge and advance your career. And because we are a global company, your work may also include world travel.

MTS Systems is seeking an experienced Regional Service Delivery Manager responsible for a team of dedicated Field Service Engineers. Ideal candidate will have an expertise in working to build and maintain effective business relationships and high customer satisfaction. Will mentor, support and manage all areas of the assigned service territory. Ideal candidate will have an expertise in servicing high-tech machinery.

Ex -Military encouraged to apply.

Requires the legal right to work in the USA, without ongoing sponsorship.

Key Deliverables

• Will support Field Service Engineers and clients in troubleshooting and problem-solving technical issues.
• Ability to drive results and maintain quality of service.
• Develop and manage key business relationships with multiple clients.
• Manage and lead a team of 20 highly skilled Field Service Engineers.

Skills

• Knowledge of how to lead an effective team and hold them accountable to results.
• Ability to read blueprints/schematics and troubleshoot mechanical issues.
• Proven ability to handle competing priorities.
• Business acumen and experience

Primary Objective

Plans, organizes and directs the West region’s field service function to achieve the region’s service delivery demand, consistent with business unit objectives. Deploys technical resources into the region that will most effectively support on-site service episodes.

Primary Objective

Plans, organizes and directs the Western region’s field service function to achieve the region’s service delivery demand, consistent with business unit objectives. Deploys technical resources into the region that will most effectively support on-site service episodes and drive for high customer satisfaction.

Major Areas Of Accountability

• Ensures compliance and reporting with regard to quality and safety requirements/standards. Reviews data regarding field quality, reliability and service issues, and works with Product Management and Engineering to resolve product and systems problems.
• Other duties and special projects as assigned.
• Responsible for the on-going management and development of assigned employees. Determines staffing and skill requirements to meet organization needs, and implements plans to satisfy those requirements.
• Plans, organizes, staffs, and develops a regional field service organization capable of achieving the appropriate coverage in the region to meet on-going service delivery demands.
• Deploys resources to optimize service delivery within the territory and ensures schedule attainment.
• Communicates cross-functionally to resolve customer problems, convey customer expectations, provides feedback on current and future serviceability of products, service offerings and programs.
• Establishes annual operating budget and manages against that budget.
• Provides requested information to Service Sales to ensure accurate quoting of labor, and reviews/verifies technical content of service quotations or orders as needed.
• Manages the execution of Service Episodes and enabling processes. Measures performance, monitors results, and takes corrective action to improve overall performance.
• Establishes the region’s annual plan for service delivery and delivers to that plan. Monitors service-related sales activities within the region to ensure service demands are met and to bring awareness to Sales Management of any untapped resources.
• Stays informed of customer issues uncovered by the field service organization. Actively resolves significant service-related customer issues. Escalates issues to Service Operations Manager, as appropriate.

Qualifications

Education Requirement: BS degree in engineering/technical discipline or equivalent work experience.

Experience Requirement: Minimum 5 years technical experience, with some level of customer interaction. Prior supervisory /managerial experience highly desirable.

Travel: 50-75% nationally

Preferred Qualifications

• Demonstrates the ability to drive change and continuous improvement across a broad level/scope.
• May have multiple countries or BPs and associated laws and/or regulations.
• Ability to coach field service team through customer situations.
• Analyzes results and develops recommendations for process improvements to Service Delivery System.
• Demonstrated ability to hire, train, coach, and develop individual contributors.

Additional Information

All your information will be kept confidential according to EEO guidelines.

MTS is an equal opportunity employer. We value our colleagues’ unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential.

As an equal employment opportunity employer, MTS is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship.

All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.

ITW is an equal opportunity employer. We value our colleagues’ unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential.

As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship.

All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.