Service Manager (Wilmington, MA)

DIVISION:                     Rigaku Analytical Devices (Wilmington, MA)

POSITION:                    Service Manager

REPORTS TO:              VP, Operations

Job Summary:

The Service Manager will be responsible for the management of the customer support portfolio of the Rigaku Handheld business. This role is a key player in the Rigaku Quality Management system and is responsible for providing clear and detailed data on field quality and customer needs/opportunity to the business.

Supervisory Responsibilities:

• Manage the delivery of effective service and customer training strategies to enhance the ability of customer service personnel.

• Ability to effectively present information in one-on-one and small group situations to management and other functional leaders of the organization.

• Lead cross-functional teams for timely resolution of customer and service-related quality issues.

Duties/Responsibilities:

• Maintain knowledge and applications of company products.
• Develop policies and procedures to align depot repair and support activities across global service centers.
• Interact with marketing, business development and field service departments to ensure effective communication with customers and provide professional service for all global training requirements.
• Establish service protocols for new product launches in a rapid development environment.
• Serve as the technical and support escalation to service and support team.
• Frontline support of customers and key partners.
• Occasional travel as needed.

Required Skills/Abilities: 

• Excellent customer service skills.
• Ability to make effective decisions and resolute in finding solutions to problems.
• Work independently, investigating inquiries and responding in a timely manner.

Education and Experience:

• 4-year degree in Operations/Supply Chain Management or
• Engineering Discipline with 6-8 years of relevant experience in service or support management. 
• Equivalent work experience and background will be considered.

Physical Requirements: 

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 20 pounds at times.

Must be able to meet minimum qualifications to apply.