Service Centre Manager in Duquesne, PA at SARCLAD LIMITED

Date Posted: 8/6/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Duquesne, PA
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    8/6/2018

Job Description

THE COMPANY:

Sarclad is a dynamic UK company providing advanced technology products for the metals industry. Our experienced and dedicated workforce integrate leading technology with innovative design to provide custom-built solutions to fulfil our customers individual requirements.

By demonstrating our commitment to product quality and total customer satisfaction, we have been able to grow and expand our business around the world, supplying equipment to leading metals manufacturers and OEM suppliers of steel manufacturing and processing equipment.

Supplying to 46 different countries for over 30 years and supported by regional offices in the USA, China and India, along with an extensive network of local agents, we are able to provide world class products, services and support with total confidence. Sarclad is a subsidiary company of The Heico Companies, LLC.

PURPOSE OF JOB:

Leading an experienced team to develop and be responsible for the service operations for Sarclads North and South American business, including managing and promoting field service, and repairs. To be pro-actively engaged in customer relations, ensuring continuity in their interaction with the business. This role is crucial in the day to day operation and service delivery of Sarclad North America (SNA) and will also be responsible for the office management.

PRINCIPAL ACCOUNTABILITIES:

Management

  • Oversee and manage a team of Service Engineers, ensuring field service and commissioning activity is effectively prioritised.

  • Provide guidance and coaching to the Service Engineers and ensure that they, and the business, has the resources to provide an impeccable level of service for its clients.

  • Manage SNAs building and office maintenance, with line management responsibility for an Office Administrator. To assist and act as point of escalation on billing, reviewing of aged debt, and stock management.

  • To take responsibility for EHS compliance for SNA. Working in conjunction with Sarclad UKs EHS Manager, on related topics and issues. Ensuring that all relevant policies and procedures are followed.


  • Communication

  • Communicate effectively with customers across the North and South American regions. Including management, engineers and operations teams, building positive and lasting relationships.

  • Liaise internally with Sarclad teams globally, including product managers, sales and operational teams.

  • Lead interaction with parent company for SNA in relation to annual processes, including compliance, issuance of customer insurance certificates and acting as a Trustee for the companys 401K programme.

  • To assist the Sales Manager in Capital and After Sales where required.

  • Support the organisation and colleagues with the preparation of bids, proposal writing, price setting and order processing.

  • To facilitate resource and knowledge sharing between Sarclad North America, Sarclad UK and other global locations.


  • Service

  • Schedule and prioritise service, in-house repairs and field work to meet customer expectations in line with client contracts.

  • Ensure sufficient available resource for commissioning and capital equipment projects and to oversee.

  • Sign posting engineers to product managers and wider resources encourage wider collaborative working where appropriate.

  • Act as a key link between internal Sarclad resources and develop relationships between engineering teams.


  • CONTEXT

    This position exists to drive Sarclads North American business forward through first class service and commissioning activity and management of the SNA office. This role is key in the organisation achieving its short and long term growth aims and in the smooth operation of the business operations in North and South America.


    Job Requirements

    KNOWLEDGE EXPERIENCE

    The jobholder must:

  • Be able to demonstrate success gained in process and / or heavy engineering industry, ideally attained over a minimum 10 year period.

  • Be qualified to degree level in an appropriate discipline.

  • Have relevant experience managing a technical team.

  • Be knowledgeable in and have experience of export sales and international trading.

  • Have a sound understanding of operational, commercial and financial aspects of technical equipment and service contracts.

  • Have excellent self-management skills and, in particular, be well-versed in contract management, with strong negotiating and selling skills.

  • Be self-motivated, diligent and professional with proven ability to meet deadlines.

  • Have excellent organisational and communication skills with experience of dealing with customers and at all levels of an organisation.

  • Be mature with well-developed technical and commercial skills.
  • CHECK OUT OUR SIMILAR JOBS

    1. Administrative Jobs
    2. Bookkeeper Jobs