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11 months ago
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Director


Ametek
Location: San Diego
Job type: Permanent
Sector: Operations
Category: Senior Manager
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Job ID #: 10104
Location: US - California - San Diego
Functional Area: Customer Support
Division: AHV - Power Systems & Instruments
Position Type: Full-Time Regular
Education Required: Bachelors Degree
Experience Required: More than 10 years
Relocation Provided: Yes
Hours of Work: 40+
Travel Percentage: 25
Shift:

Position Description

Summary:
Global Services Director is a leadership position responsible for the development, execution and management of strategies pertinent to the effective and efficient operation of all Service related functions. Work directly with VP BU Manager and the leadership staff to establish strategic direction for Global Service and implement the strategy. Directly responsible for managing all aspects of Service including developing and managing staff, developing and managing partnerships with third-party providers and depots. Effective communication and teaming with customers, vendors and internal leaders and associates is essential. This role will own the strategy and execution to ensure that the functions related to service delights customers, drives profitability and is a competitive advantage.

Essential Functions/Responsibilities:

Business Strategy
• Drive a team that provides best-in-class repair, aftermarket services and customer support with respect to quality, turn-around time and overall customer satisfaction
• Develop and execute a strategy to grow our service business through offering value added services e.g. start up, commissioning, preventive maintenance contracts, etc.
• Work with management team to ensure that service is an integral part of a winning strategy and profitability

Performance, Metrics & Reporting
• Implement and continuously improve service metrics to ensure that the organization can delight customers and profitably grow the business
• Conduct research, compile data, perform analytical review and prepare reports for the VP/BU Mgr and leadership team
• Review key service metrics with the leadership team via the Management Business Review (MBR), Regional Operating Review (ROR), etc.

People Management & Employee Development
• Interfaces with the other managers/customers to ensure our quality commitments
• Manage the service functions within budget and meet or exceed revenue and profit targets. Help prepare budgets and forecasts for areas of responsibility
• Supervise and motivate teams, commit to employee feedback and ensure developmental processes are met.
• Ensure consistency in policy administration across the department

Operation & Execution
• Provide on-site installation and repair of equipment and on-site training of customers and partners on equipment/systems
• Manage repair depots in San Diego and depots globally
• Provide additional training and support to repair/calibration team as required
• Responsible for assuring compliances to all regulatory requirements – FDA, OSHA, OFCCP, EPA, etc.
• Adheres to all environmental, health and safety SOPs, equipment, policies and procedures, including any department specific requirements.
• Support plant-wide strategic plan programs and activities
• Other duties as assigned by the VP BUM

Position Requirements

Knowledge, Skills & Experiences
• Deep understanding and experience managing all aspects of a service business i.e. service cost centers (warranty related work) and service profit centers
• Ability to deal with customers where tact may be required to maintain continuing harmonious relationships.
• Excellent Microsoft Office skills; ERP and field utilization tools.
• Ability to promote, mentor, and coach teams
• Must possess excellent verbal and written communication skills
• Process oriented, with demonstrated attention to details. Delivering on time results to support business goals.
• Teamwork oriented with collaborative style

Job Requirements:
• Minimum of 10-15 years of experience, with at least the last 5-8 years as a manager with increasing responsibility
• Demonstrated experience in growing a service business and increasing service revenue & profit
• Demonstrated experience increasing customer satisfaction through quantifiable metrics e.g. NPS
• Must have a Bachelor Degree in Engineering, MBA preferred
• Test and Measurement industry experience preferred
• Highly customer focused with customer service orientation
• Strong written and oral communication skills
• Proficiency in MS PowerPoint, Excel, Word, and database applications

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.
Job ID #: 10104
Location: US - California - San Diego
Functional Area: Customer Support
Division: AHV - Power Systems & Instruments
Position Type: Full-Time Regular
Education Required: Bachelors Degree
Experience Required: More than 10 years
Relocation Provided: Yes
Hours of Work: 40+
Travel Percentage: 25
Shift:

Position Description

Summary:
Global Services Director is a leadership position responsible for the development, execution and management of strategies pertinent to the effective and efficient operation of all Service related functions. Work directly with VP BU Manager and the leadership staff to establish strategic direction for Global Service and implement the strategy. Directly responsible for managing all aspects of Service including developing and managing staff, developing and managing partnerships with third-party providers and depots. Effective communication and teaming with customers, vendors and internal leaders and associates is essential. This role will own the strategy and execution to ensure that the functions related to service delights customers, drives profitability and is a competitive advantage.

Essential Functions/Responsibilities:

Business Strategy
• Drive a team that provides best-in-class repair, aftermarket services and customer support with respect to quality, turn-around time and overall customer satisfaction
• Develop and execute a strategy to grow our service business through offering value added services e.g. start up, commissioning, preventive maintenance contracts, etc.
• Work with management team to ensure that service is an integral part of a winning strategy and profitability

Performance, Metrics & Reporting
• Implement and continuously improve service metrics to ensure that the organization can delight customers and profitably grow the business
• Conduct research, compile data, perform analytical review and prepare reports for the VP/BU Mgr and leadership team
• Review key service metrics with the leadership team via the Management Business Review (MBR), Regional Operating Review (ROR), etc.

People Management & Employee Development
• Interfaces with the other managers/customers to ensure our quality commitments
• Manage the service functions within budget and meet or exceed revenue and profit targets. Help prepare budgets and forecasts for areas of responsibility
• Supervise and motivate teams, commit to employee feedback and ensure developmental processes are met.
• Ensure consistency in policy administration across the department

Operation & Execution
• Provide on-site installation and repair of equipment and on-site training of customers and partners on equipment/systems
• Manage repair depots in San Diego and depots globally
• Provide additional training and support to repair/calibration team as required
• Responsible for assuring compliances to all regulatory requirements – FDA, OSHA, OFCCP, EPA, etc.
• Adheres to all environmental, health and safety SOPs, equipment, policies and procedures, including any department specific requirements.
• Support plant-wide strategic plan programs and activities
• Other duties as assigned by the VP BUM

Position Requirements

Knowledge, Skills & Experiences
• Deep understanding and experience managing all aspects of a service business i.e. service cost centers (warranty related work) and service profit centers
• Ability to deal with customers where tact may be required to maintain continuing harmonious relationships.
• Excellent Microsoft Office skills; ERP and field utilization tools.
• Ability to promote, mentor, and coach teams
• Must possess excellent verbal and written communication skills
• Process oriented, with demonstrated attention to details. Delivering on time results to support business goals.
• Teamwork oriented with collaborative style

Job Requirements:
• Minimum of 10-15 years of experience, with at least the last 5-8 years as a manager with increasing responsibility
• Demonstrated experience in growing a service business and increasing service revenue & profit
• Demonstrated experience increasing customer satisfaction through quantifiable metrics e.g. NPS
• Must have a Bachelor Degree in Engineering, MBA preferred
• Test and Measurement industry experience preferred
• Highly customer focused with customer service orientation
• Strong written and oral communication skills
• Proficiency in MS PowerPoint, Excel, Word, and database applications

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

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