Director of Technical Services at Trident Machine Tools in Windsor, Connecticut

Job Description:

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Morris Group, Inc., one of the largest machine tool distribution networks in North America, is a third generation, family owned and operated business that serves manufactures of precision machined parts in the United States. Our mission is to help manufactures maintain a competitive advantage in the world economy by improving productivity.

With over 20 years of experience supporting the metalworking community in New England, HFO/Trident is the exclusive distributor for Haas CNC machine tools and rotary products. We're proud to represent America's largest machine tool builder, offering a complete range of; 5-axis universal machining centers, vertical machining centers, horizontal machining centers, CNC lathes, CNC mills, robots, rotary tables and 5C collet indexers. All Haas machine tools, and rotary products are built to deliver high accuracy, repeatability, and durability.

Summary of Responsibility:

The Director of Technical Operations will be responsible for overall ownership of the Technical Services group, assuring quality of ongoing service in a timely manner by applying analytics and quality improvement measures.

Essential Functions:

• Evaluates, determines, and drives program management activities to manage the Technical Services program within the division.
• Uses metrics and root cause analysis to drive continuous improvement in Technical Services program.
• Provides expertise to review and drive execution of innovative solutions to service issues.
• Develops cost and schedule framework for projects and program elements; intervenes as necessary to ensure delivery to cost and schedule agreements.
• Development and management of Technical Service schedules, as well as development and management of service achievements.
• Provides primary support and mentorship to the financial planning, monitoring, scheduling, preparation and release of service/schedule information required for program planning.
• Provides some logistical liaison roles with the company and government agencies and/or customer compliance requests.
• Manage the team of Field Service Technicians, Applications Engineers and Warehouse resources. Establish annual goals and objectives for the Technical Services Program and Associates assigned within that program.
• Work closely with parts to enhance and maintain parts/service excellence.
• Design and implement customer support programs that enable the company to achieve a recognized market leadership position.
• Develop and manage inventory control system that minimizes inventory losses and improves inventory availability in support of same day customer service support.
• Manage customer related issues and coordinate with other departments when vital for resolution to assure customer service satisfaction.
• Stay up to date with vendor products and new technology and disseminate information to Parts and Service teams.
• Develop and maintain partner relationships with our machine tool builder and other third-party vendors.
• Visit and maintain contact with all clients in the market area to ensure high levels of client satisfaction.
• Professionally manage expectations, of sales, service, and of the customers, to ensure high customer satisfaction.
• Adhere to all company policies, procedures and business ethics codes and ensure that they are communicated and implemented within the team.
• Participate in meetings, seminars, and training sessions to stay apprised of new developments in field.
• 25%-30% travel

Other Functions:

• Perform related duties as required.

The duties listed above are intended only as illustration of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar or a logical assignment to the position.

Qualifications and Competencies:

• Bachelor's degree (or equivalent experience) (preferred) in engineering field or equivalent from four-year college or technical school; MBA a plus.
• 6-8 years of demonstrated experience as a program manager in an industrial/manufacturing field.
• Experience with and understanding of root cause analysis and continuous improvement methodologies.
• This position also requires an individual with demonstrated organizational leadership and computer skills.
• CNC programming and operation experience a plus
• Field service management experience a plus
• Strong analytical skills: demonstrated success in developing and applying metrics and dashboards to drive continuous improvement.
• Strong communication skills and proven track record maintaining positive relationships with internal and external collaborators.
• Proven successful project/program management skills.
• Strong initiative and ability to work with little supervision.

What's in it for You:

We take great pride in our employees and offer a variety of benefits that allow our employees to be successful inside and outside of work:

• Competitive starting salary


• Market competitive comprehensive health benefits including a zero premium medical plan offering, vision, dental, and company paid life insurance


• Paid Time Off, starting with 23 paid days off in your first year.


• 10 Company Paid Holidays


• 401(k) retirement plan with company contribution


• Tuition reimbursement


• Employee appreciation events and perks


• Employee Assistance Program

Mental and physical requirements:

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

• Highly mobile, able to access all areas of the premises.


• Ability to concentrate and remain focused while prioritizing multiple tasks, responsibilities and projects.


• Able to perform bending, twisting, stooping, reaching and lifting of moderate to heavyweight material up to 50 lbs.


• Is frequently required to use hands to finger and reach with hands and arms.


• Vision abilities required by the job include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus.


• Ability to keep their composure with the public and co-workers in everyday, stressful situations.

Morris Group, Inc., including all operating subsidiaries, is an Equal Opportunity Employer-M/F/Veteran/Disability. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation, gender identity, or any other protected class.

Job Requisition: 1055B

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