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Depot Service Manager

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Depot Service Manager

Company Description
Velocity11 is a global leader in providing laboratory automation solutions for the drug discovery and a range of other scientific research and development applications. Help us become the standard in the laboratory automation field by providing our customers with the Ultimate Automation Experience™.

Job Duties:
Velocity11’s top corporate priority is creating Raving Velocity11 Fans through exceptional service and unflagging attention to the customer’s needs. The Depot Service Manager creates and grows the Depot Service organization at Velocity11.

• Strategic Organization 
- Identifies current weakness in the Depot Service and streamlines processes to increase efficiency, lower costs, reduce confusion, and enable growth 
- Strategically defines, builds, and manages the Depot Service in keeping with Velocity11’s Corporate Goals and the goals of Velocity11’s Service Center 
- Evaluates new technologies to decrease turnaround time and lower costs 
- Works with Velocity11’s Facilities to evaluate facilities and space concerns 
- Identifies areas of potential outsourcing and works with outsourcing partners on projects and information transfer

• Customer Relations 
- Maintains a friendly, helpful, energetic, and honest attitude with customers at all times 
- Ensures constant communication on depot status with internal and external customers and other interested parties 
- Safeguards customer confidentiality & earns customer trust 
- Communicates with third-party integrators about service concerns with their customers 
- Triages touchy service cases and works towards resolution (escalating when necessary)

• Communication & Planning 
- With Technical Support, strategize with appropriate operations and engineering teams to alleviate recurrent technical problems and communicate solutions to the service team 
- Reports regularly to Director of Client Services as to status of customers’ machines and technical problems 
- Schedules and manages in-house repairs of all machines returned to Velocity11 for service 
- Designs, implements and executes in-house upgrade and recall plans

• Inventory 
- Manages main service inventory, meeting goal of 98% accuracy in cycle counts 
- Sets schedules for inventory cycle counts and runs the counts on warehouse 500 
- Evaluations, maintains and coordinates the safety stock program 
- Develops, communicates and monitors procedures for inventory accuracy

• Human Resources 
- Oversees the human resource management duties of the depot service team 
- Provides feedback, motivation and correction to Velocity11’s Depot Service personnel and coordinates hiring, firing, training, and professional development of employees 
- Develops annual staffing needs with the Director of Client Services 
- Respects and promotes Velocity11’s Corporate Priorities and Velocity11’s Commitment to Service, and Velocity11’s Fundamental Principles 
- Participates in Service Managers’ meetings 
- Signs time sheets, approves PTO, assures for adequate coverage

• Service Cases 
- Acts as escalation point to calls to the service (800) line as appropriate 
- Repairs machines returned in-house 
- Escalates service cases as appropriate to production or engineering groups, and assists in resolution of those problems 
- Updates Service database with service call information

• General 
- Manages service element of the IT database
- Coordinates service on third-party and component instruments with appropriate vendors
- Assists in training and support events for service and sales personnel
- Other job duties as assigned from time to time

Requirements
• Unparalleled and unquestionable commitment to the customer
• Familiarity with Velocity11 equipment and internal processes a plus
• 5+ years experience in a hands-on technical role in a high tech organization (repair, assembly, testing, etc.)
• 2+ years in a management role
• Experience with inventory control in an operations environment
• Start up or small business experience a plus
• Degree in Engineering (all disciplines considered)
• Excellent English communication skills—oral and written
• Excellent planning, organizational, and decision-making skills
• Proven ability to multi-task and work with interruptions
• Proven ability to work effectively and cheerfully under stress and exhibit business acumen to handle unplanned events & respond in a timely manner
• Thorough knowledge of common office software (MS Office/Acrobat/Windows/relational databases)

Please submit your resume, along with a cover letter detailing how you can contribute to Velocity11 to: jobs@velocity11.com
We are an equal opportunity employer, Principals only, no phone calls, please.