Service Manager

Take your place among the best in the business, and grow your career with IWK Packaging . Join an environment where a passion for innovation combines with an uncompromised commitment to quality. Join the Winning Team at IWK Packaging, an ATS Automation company, a great place to automate your future!

Major Duties

IWK is a market leading, global supplier of tube filling machines, cartoning machines and integrated lines to the Pharmaceutical, Oral care and Cosmetic Industries. Our headquarters and primary manufacturing center is located in Stutensee Germany, with a second manufacturing center in Bangkok, Thailand and a North American Sales and Service division located in Parsippany, NJ. A significant portion of IWK New Jersey’s business comes from aftermarket products (parts sales, machine conversions, change parts and service work). At our New Jersey location, we are looking to fill the role of Service Manager.

The Service Manager’s primary role is to achieve the budgeted aftermarket revenue targets. The Service Manager has direct revenue responsibility for IWK’s Service Products (service trade, size parts sales and conversion sales). The candidate will also be expected to support the Parts Manager, who is directly responsible for parts sales.

Specific Responsibilities

• Maintain and grow market share of Service product offerings.
• Build relationships with customers by traveling to customer locations and proactively fostering customer service
• Work with Parts Manager to develop strategy to grow parts business
• Retain an effective workforce for the service department, including ongoing training and development for all parts department employees
• Work closely with Global Service Manager and the Local Service Coordinator to assure that Global Service resources are effectively and efficiently managed
• Occasional travel to North American customer locations.
• Occasional travel to IWK Germany and/or IWK Thailand
• Work with IWK Germany/Thailand to resolve technical issues at customer sites.
• Review Service Reports and determine actions required to complete job – Assign outstanding tasks by forwarding to the appropriate departments and clearly stating who is responsible for individual tasks
• Facilitate warranty/non-warranty claims with the customer
• Responsible for meeting or exceeding customer expectations in an efficient manner
• Understand and manage the various key metrics within the department to meet or exceed financial goals, e.g. Budgeted Sales, Budgeted Gross Margin, gross margin percentages, etc.
• Ensure that all business activities are performed with the highest ethical standards and in compliance with the ATS / IWK Code of Business Conduct
• Adhere to all health and safety rules and procedures

Qualifications

• Solid mechanical/electrical aptitude — Ability to understand basic machine functions through observation of running machine
• Proven leadership skills, working in a team environment
• Highly motivated, quick learner
• Ability to adapt priorities in a fast paced, high volume environment
• Able to cope with stressful situations
• Excellent written and verbal communication skills
• Proficiency in Microsoft Office
• Familiarity with ERP and CRM systems