Atlas Copco North America LLC Hiring for Inhouse Service Supervisor at Export, PA  Full Time

Passionate people create things

Did you know that the solutions we develop are a necessary part of most industries? Electronics, medical research, renewable energy, food production, infrastructure and many more.

Were everywhere! Working with us means working with the latest technologies and groundbreaking, sustainable innovations. With our inclusive and caring environment, you get the support and inspiration you need to grow.

Here, your ideas are embraced, and you never stop learning. Interested in being part of our team?

Join us on our journey for a better tomorrow.

Mission of the Job:

Oversee the In-house service business to achieve annual team goals for revenue and gross profit with the services strategies. Coordinate the planning, scheduling, and prioritization for all in-house repairs, including Third-party Service Providers (3PSP), to achieve 30-day TAT and overall customer satisfaction. Work with the Service Technology Center (STC) Planner to maintain in-house repair capacity plan and monitors workflow. Manage Service Admin Team.

• The Service Supervisor is responsible for…

Main Responsibilities:

• Coordinate daily workload with the STC Planner and Team Leader all repair work scheduling, prioritization, quality, on-time delivery, and capacity planning running through the service depots (i.e., Glenwillow, Dresden) to assure efficiency of jobs.
• Be the primary contact between Service Admin, Sales, Service Technology Centers (STC), Logistics (related to STC’s), and 3PSP’s for all repair statuses, warranty decisions, and escalations.
• Analyze operating reports such as turnaround time (TAT), warranty, backlog, capacity, service orders over 30 days, closed but not invoiced and other Measurements (KPI) of the Service Technology Centers (STC). Create and provide strategic analysis reports (with focus on reason for variance deviation between planned and actual) of set Measurements.
• Review repair details from the technicians for accuracy and content when needed.
• Coordinate with the STC Failure Analysis Engineer (FAE) to develop supporting documentation for warranty denial & failure analysis reports. Communicate findings with the Leybold Sales team, (i.e., written reports, and photos)
• Coordinate capacity planning for 3rd Party Service Providers, ensure delivery dates are met, monitor TAT and other Measurements.
• Monitor and report on VT’s Logistics Measurements, escalate when needed.
• Manage the service admin team for resource use, quality of work, and time reporting. Coordinate daily workload within service admin, dealing with daily employee issues and interface with the service operations leader.
• Manage human resources, including selection, recommend staffing levels and changes following company and departmental mission, coaching, discipline of staff. Maintain a training matrix for the team. Maintain punctual, regular and predictable attendance, work collaboratively in a team environment with a spirit of cooperation.
• Respectfully take direction from [supervisor/ manager]; other tasks as assigned.

Experience

Education level

• B.S. degree in a technical related discipline

Relevant Previous experience

• At Least 5 years’ experience managing a service organization providing service for a technical product.
• Manage several data management systems and consolidating information to make informed decisions.
• Power BI, SAP

Other requirements

• Project managing & Measuring Work, Process Management, Planning, and Technical
• Ability to travel up to 15% may be required.

LEYBOLD USA INC. is an Equal Opportunity Employer – M/F/Disabled/Veteran

We Offer

• We believe there is always a better way. Open for change and feedback is what defines our culture.
• We support you on your journey: individual learning opportunities, world-wide job opportunities or technical training from our academy.
• The safety and well-being of our employees is important to us.
• We offer a great compensation package. (Medical, Dental, Vision, Vacation, Sick, Holiday Pay, 401k, Paternal and Maternal leave, short-term and long-term disability and more)

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to perform the essential duties of this job. The work environment characteristics described here are representative of those an employee encounters while performing the essential duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

While performing the responsibilities of this job, you can potentially work near moving mechanical parts. You are occasionally at risk of electrical shock and vibration.

While performing the tasks of this job, you are required to sit, stand, walk, and talk or hear. You are occasionally required to use hands and fingers to type or dial, climb or balance, stoop, kneel, crouch or crawl, and reach with hands and arms.

You must occasionally lift and move up to 10 pounds. Your work will include computer use. Specific vision abilities required by this job include close vision, color vision, distance vision, depth perception, and ability to adjust focus.

We ask that you are available for occasional 15% of the position, often overnight or multiple days.

You will have flexibility after training (60% in office/40% remote).

Location:

With the United Field Service, you will have a dedicated Region where you are closer to your customers and therefore have less travel time. #LI-onsite

Scope of the job

• Geographical scope of the role: Domestic
• Interaction skills required for the role – ability to work with all employees, contracted service providers, and customers.
• Internal and external factors which would affect this role – balancing workloads with all service providers
• Pattern of work cycle (e.g. how much planning, priority setting, coordinating) – Everyday
• Money Measures – an annual budget or revenue which you will be directly responsible for, or the percentage of their operational/departmental budget/revenue target you will manage. Responsible for all inhouse repair revenue and a portion of exchange pool revenue.
• Non-Money Measures – which show the scope or variety of the job. Developing metrics to monitor and improve team performance.
• People
• The number of people reporting to the role (if any) – 6
• The number of people/functions to whom a service is provided. all customers including internal/external.

Diverse and inclusive by choice

Bright ideas come from all of us. The more unique perspectives we embrace, the more inclusive we are. Together we build a culture where difference is valued, and we share a deep sense of purpose and belonging.