Regional Customer Support Manager

Makino•Auburn Hills, MI

About The Position

ESSENTIAL DUTIES, RESPONSIBILITIES and AUTHORITIES include the following. Other duties may be assigned. Directs and coordinates all service-related activity in the Regional market including – installation, warranty, planned and reactive maintenance activities, escalations, disputes, and negotiations - utilizing conflict resolution to create best outcomes Provide focus and business leadership for all customer service activity in the region. Manage large strategic accounts, developing deep and strong contacts in all customer operations and management levels Assure consistent quality of service for all Makino customers by interfacing closely with all regional sales and distribution channel service managers. Contribute to critical organizational tactics and strategy relevant to developing Makino’s customer retention capability. Identify Key Deliverables to ensure Regional, Distributor, and Single Source Technologies (SST) groups develop and maintain Customer Intimacy, Advocacy, and Retention Work with Makino Mason, Distributor, and SST sales teams and applications engineering to identify and develop customer intimacy and support for all current service needs Develop and expand service offerings to the Makino and SST markets – planned maintenance, equipment uptime optimization Maintain contact with customers to assess current service performance and determine future customer needs Maintain contact with Distributor Service Management to maintain cohesion and improve response time Improve customer support image and efficiency in the Region. Collaborate with SST and Distributor sales channels on installation and support of complementary products Prioritize customer needs to resources for scheduling for Region. Coordinate service activities with Makino Customer Support, Contractors, Distributors and SST Schedule Regional FSE resources with METRIX schedule board Interface with regionally assigned TSSs for Makino support Leads and manages a team of regional and contracted field service assets in support of all customer facing activity in the region, drawing resources from outside the region as needed Develop strategies for service organization to maintain profitability through management of installation and warranty costs while increasing efficiency and value-added activity for customers. Establish and maintain effective working relationships with all domestic and global Makino groups to coordinate strategic and operational goals. Promote Technical Support activities utilizing all available tools, including augmented, blended, and merged reality systems, Customer Portal and the promotion of MHMax Internally lead and manage all required Environmental Health and Safety compliance of reports as well as interfacing with customer EHS Managers, ensuring alignment and compliance while working in their facilities. Manage WIP Billable revenue generation for the region Warranty service Preventative Maintenance Contract Services Coordinate with MM Parts to develop and monitor regional repair parts provisioning Manage regionally assigned test equipment requirements Identify and execute strategies to expand and utilize training services for all internal and external customers. Coordinate closely with Technical Team focusing on improving regional customer support strategies Provides regular reports to Senior Management Focus on improving overall customer experience Productivity, OEE, Reduction of unplanned downtime, MTTR Promotion of the My Makino Portal Responsible for large financial budgets, profit management and expense control SUPERVISORY RESPONSIBILITIES Work under the direction of Customer Support Management and performs the following functions for the team: Hire, train, and manage direct reports and teams in compliance with company guidelines Monitor, document and audit KPIs of regional team resources (FSE utilization, expense and travel management, skills development) Recommend and implement changes to improve the Team performance Manage Personal Performance Planning for team Manage resource planning for regional support Act as a management resource in support of major customer complaints Maintain accurate assignment calendars of each employee Increase Team product knowledge and customer service skills Enhance and strengthen teamwork and motivation Coordinate training and Subject Matter Expert assignments with Training Team. Coordinate with other Regional Managers and Fulfillment Operations to resolve scheduling conflicts.

Requirements

Previous work experience with machine tools or other high speed technology.
Proven ability to develop results working with business systems or processes.
Excellent customer service skills.
Leadership style that motivates and promotes team work among remote employees and varied affiliate and partner organizations including distributorships and independent contractors
Proven ability to create and manage change
Effectively able to manage adversity and conflict resolution.
8 or more years business related experience
5 or more years supervisory or management experience – preferable of a technical nature.
5 or more years customer service experience
4 year college degree – preferably in a technical field of study

Responsibilities

Directs and coordinates all service-related activity in the Regional market including – installation, warranty, planned and reactive maintenance activities, escalations, disputes, and negotiations
Provide focus and business leadership for all customer service activity in the region.
Manage large strategic accounts, developing deep and strong contacts in all customer operations and management levels
Assure consistent quality of service for all Makino customers by interfacing closely with all regional sales and distribution channel service managers.
Contribute to critical organizational tactics and strategy relevant to developing Makino’s customer retention capability.
Identify Key Deliverables to ensure Regional, Distributor, and Single Source Technologies (SST) groups develop and maintain Customer Intimacy, Advocacy, and Retention
Work with Makino Mason, Distributor, and SST sales teams and applications engineering to identify and develop customer intimacy and support for all current service needs
Develop and expand service offerings to the Makino and SST markets – planned maintenance, equipment uptime optimization
Maintain contact with customers to assess current service performance and determine future customer needs
Maintain contact with Distributor Service Management to maintain cohesion and improve response time
Improve customer support image and efficiency in the Region.
Collaborate with SST and Distributor sales channels on installation and support of complementary products
Prioritize customer needs to resources for scheduling for Region.
Coordinate service activities with Makino Customer Support, Contractors, Distributors and SST
Schedule Regional FSE resources with METRIX schedule board
Interface with regionally assigned TSSs for Makino support
Leads and manages a team of regional and contracted field service assets in support of all customer facing activity in the region, drawing resources from outside the region as needed
Develop strategies for service organization to maintain profitability through management of installation and warranty costs while increasing efficiency and value-added activity for customers.
Establish and maintain effective working relationships with all domestic and global Makino groups to coordinate strategic and operational goals.
Promote Technical Support activities utilizing all available tools, including augmented, blended, and merged reality systems, Customer Portal and the promotion of MHMax
Internally lead and manage all required Environmental Health and Safety compliance of reports as well as interfacing with customer EHS Managers, ensuring alignment and compliance while working in their facilities.
Manage WIP Billable revenue generation for the region
Warranty service
Preventative Maintenance
Contract Services
Coordinate with MM Parts to develop and monitor regional repair parts provisioning
Manage regionally assigned test equipment requirements
Identify and execute strategies to expand and utilize training services for all internal and external customers.
Coordinate closely with Technical Team focusing on improving regional customer support strategies
Provides regular reports to Senior Management
Focus on improving overall customer experience Productivity, OEE, Reduction of unplanned downtime, MTTR Promotion of the My Makino Portal
Responsible for large financial budgets, profit management and expense control
Hire, train, and manage direct reports and teams in compliance with company guidelines
Monitor, document and audit KPIs of regional team resources (FSE utilization, expense and travel management, skills development)
Recommend and implement changes to improve the Team performance
Manage Personal Performance Planning for team
Manage resource planning for regional support
Act as a management resource in support of major customer complaints
Maintain accurate assignment calendars of each employee
Increase Team product knowledge and customer service skills
Enhance and strengthen teamwork and motivation
Coordinate training and Subject Matter Expert assignments with Training Team.
Coordinate with other Regional Managers and Fulfillment Operations to resolve scheduling conflicts.