GLOBAL RECRUITMENT & HR SPECIALISTS ACROSS THE PLASTICS, PACKAGING, PETROCHEMICALS, CHEMICALS, ENERGY AND RECYCLING SECTORS SINCE 1975
TECHNICAL SUPPORT AND SERVICE
Humble, Houston, TX
Team : Back Office Manager + three Service Technicians
Our client has been designing and manufacturing thermoforming machines and complete IN-LINE packaging solutions, since the early 1990's.
Summary of position.
Manage the technical centre; effectively communicate and escalate issues and drive cross functional engagement needed for resolution.
Work closely with the global services/commercial team and x3 field engineers, to undertake installation work and aftermarket servicing. To Lead, develop, and manage field service activity.
Manage supply chain of equipment and spare parts.
Develop and execute a strategy for services to drive operational excellence, positive customer experiences, and revenue growth.
Develop strong relationships with key customer contacts to enable effective engagement and execution.
Provide guidance, leadership, and mentoring to the team.
Have a grounding in packaging machinery, ideally thermoforming, but complete packaging solutions. Automatic machines, packaging machines, case packers, and/or palletizers
Engineering education and hands on experience both electrical & mechanical
Speak English (US) and an additional benefit to be able to speak Spanish.
Job Accountabilities
Meet customer requirements for after-sales technical support by producing error-free, quality results in a timely and cost-effective manner.
Manages technical support issues by responding directly to customer calls and emails.
Plan and coordinate the activities of internal and external Service Technicians (3 currently).
Manages the import of spare parts, logistics, and customer payments.
Identification of suppliers for standard components, forming good relationships which aids supply of products when needed.
Maintains work flow by monitoring steps of the process; setting processing variables; observing control points and equipment; monitoring personnel and resources; studying methods; implementing cost reductions; developing reporting procedures and systems; facilitating corrections to malfunctions within process control points; initiating and fostering a spirit of cooperation between partners; share weekly reports.
Open and close the facility with responsibility for assets up to $1 million in machinery
Organise open house and clients visits supporting the commercial staff and use of demonstration equipment.
Manages necessary associated services paperwork through QuickBox and internal document procedures. Aided by the Back Office Manager.
Performs work that is compliant with cGMP, ISO, QMS, HSE and other pertinent regulations and directives.
Maintains quality standards by ensuring that all team members follow all work instructions for each client and ensures all staff members are properly trained.
Monitors and constantly enhances safety standards as a core value of the business. This is achieved in line with local standards and regulations.
Maintains safe and clean work environment by educating and directing staff on the use of all control points, equipment and resources; maintaining compliance with established policies and procedures.
The link on all engineering matters between the customer, the Service Technicians, the 4 heads of each commercial department, managers and staff.
Oversees all matters post equipment delivery, in terms of servicing, repairs and spare parts.
Organises paperwork in line with company procedures and relating to sales (spare parts, training, other fees as necessary). Responsible for all local paperwork and for maintaining internal systems.
Visit or participate in exhibitions and conferences.
Follows the development of building infrastructures.
Follows the search and hiring of new staff
General Requirements
Must be proficient in Microsoft Office, including MS Word and Excel.
Must be capable of reading mechanical and electrical technical drawings.
Must be able to identify and resolve problems in a timely, innovative manner.
Must be able to establish and evaluate monthly KPI's.
Must have the ability to complete projects within the time frame specified by the 4 partners/commercial department heads.
Possess an awareness and understanding of performance against budget.
Must possess a customer focused profile, ensuring that their needs are catered for.
Must maintain a "Hands-on" style, willing and capable of taking a lead role in technical problem-solving efforts.
Excellent teamwork and teambuilding skills with proven ability to influence cross-functional teams.
Excellent written and verbal communication skills with the ability to interact effectively and cooperatively with employees, vendors, and customers at all levels.
Familiarity with QuickBooks.
General Issues - Person Profile
Associate degree (associate of applied science AAS) in mechanical technology / electrical engineering technology or qualified Engineer - electrical preferred, mechanical also considered.
At least 4 years of experience as a Site/Service/Country Manager in a business supplying automatic machines, (ideally) packaging machines, case packers, and/or palletizers.
Fluency in English and Spanish.
Knowledge of Italian language is a plus to keep communication with the 3 Italian/1 Spanish machine manufacturer mother companies.
Not necessarily a salesperson but commercially aware - capable of spotting sales opportunities and ensuring that the right people are informed.
Capable of making decisions and determining critical issues and assigning resources accordingly.
Capable of growing with the business as it develops - people managing and coaching, support and coordination of accounting and financial activities, spare parts sales management, resource planning, strategic planning.
Willing to tackle any issue and suited to a small satellite facility in a different time zone.
Focused on customer satisfaction and delivering results on time and within budgets.
Organised and systematic, capable of introducing and maintain systems.
Able to operate as the senior local contact for the company.
Proactive person highlights good work ethic and is a team player.
Developing and implementing service standards and procedures for the service delivery department
Setting up and maintaining the service desk
Supervising other members of the service delivery team (as it grows)
Maintaining customer relationships and improving response and delivery times
Updating service methods to improve overall efficiency
Resolving any service problems and customer complaints
Conducting periodic appraisals of team members and identifying areas for improvement
Creating and presenting weekly reports to the partners
Developing contracts for Commercial Contractors and Developers who have ongoing rental or purchase needs - managing external engineers / contractors as needed.
Instructing customers on equipment operation, care and maintenance
Inspecting rental equipment on return, looking for any damage and returning deposits
Managing the time of internal /external technicians and Back Office Support.
For reasons of better legibility, the simultaneous use of the language forms male, female and diverse (f/m/d) is avoided. All personal designations apply equally to all genders.
If you wish to apply for this position and have further details, please email your full resume and salary information to: