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North American Service Manager

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Title:
North American Service Manager

Reporting to: Director of Client Services

 

 

Company Description

Velocity11 is a global leader in providing laboratory automation solutions for drug discovery and a range of other scientific research and
development applications. Help us become the standard
in lab automation. Our goal, which we passionately pursue, is to provide every customer with the Ultimate Automation Experience™.

 

Job Responsibilities:

Velocity11’s top corporate priority is creating Raving Velocity11 Fans through
exceptional service and unflagging attention to the customer’s needs. The North American Service Manager is an integral part of that priority by
managing the North American Field Service Team and Depot Service team. The North American
Service group is the primary advocate for the customer and is the main point for field service in Canada and the United States.

 

Technical Focus

Service to Velocity11’s suite of robotic equipment necessitates knowledge of a wide range of subjects including servo controls, stepper motors,
electronics, pneumatics, optical sensors, and control software using Windows operating systems. As the North American Service Manager, you must feel
comfortable supporting your employees in their roles, and acting as a coordinator and escalation point for tricky service cases.

 

Technical job duties for your team include:

• Telephone troubleshooting

• Mechanical, electrical, and software support

• On-site problem diagnosis, preventative maintenance, upgrades, and installations

• Site schedule for preventative maintenance and equipment installations

• Writing service procedures (repair, installation, PM, troubleshooting)

• Providing regular updates on client status with account coordinator and sales manager

• Communication with Velocity11’s Manufacturing and Engineering teams
to solve recurrent problems; and communication with our Sales and Applications team to ensure equipment meets the customer’s needs.

Strategic Organization

• Identifies current
weakness in the system and streamlines processes in the Service Center to increase efficiency, lower costs, reduce confusion, and enable growth

• Strategically defines,
builds, and manages the North American Field Service team in keeping with Velocity11’s Corporate Goals and the goals of Velocity11’s Service Center

• Evaluates new technologies to decrease call waiting and time to resolution, lower costs, and expand coverage

Customer Relations

• Safeguards customer confidentiality & earns customer trust

• Communicates with third-party integrators about service concerns with their customers

• Establishes and follows escalation paths when necessary.

Communication

• Strategizes with appropriate operations,
engineering, and applications teams to alleviate recurrent technical and application problems and communicate solutions to the service team

• Solicits customer feedback on quality and functionality of Velocity11 products and disseminates information to the appropriate Product Manager

• With Technical Support, designs, implements and executes upgrade and recall plans

Administrative

• Manages service element of the IT database

• Coordinates service on third-party and component instruments with appropriate vendors

• Investigates and implements new technologies for service reporting and scheduling

• Teams with Tech Support and FSEs to develop and execute a system for creating service manuals, service procedures, and service bulletins

• Ensures prompt and thorough documentation of service calls into database

• Oversees all parts issues—safety stock, kits, FRUs

• Develops and executes a system for organizing, communicating and completing Preventive Maintenance work on all equipment

• Ensure accurate cycle counts of service inventory

Human Resources

• Oversees the management duties of the North American Service team (Field and Depot)

• Provides feedback, motivation and
correction to Velocity11’s North American Service personnel and coordinates hiring, firing, training, and professional development of employees

Requirements

• Unparalleled and unquestionable commitment to the customer

• 10+ years experience in a field service role with a high tech organization (5 of those in a management position)

• Start up or small business experience a plus

• Understanding of necessary procedures for a service team and the proven initiative to implement them

• Bachelor’s degree in Engineering or Life Sciences (all disciplines considered)

• Excellent planning, organizational, and decision-making skills

• 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 providing our customers with the Ultimate Automation
Experience™
to: jobs@velocity11.com We are an equal opportunity employer. Principals only, no phone calls, please.