Manager, Service

Leadership, Communication, Day-To-Day Management Maintain department staff by recruiting, and selecting employees; maintaining a safe, secure, and legal work environment; developing personal growth opportunities Accomplish staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counselling, and disciplining employees; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards Working with the Head of Customer Care, assist in strengthening and developing the Service Department structure in order to maintain the highest standards of service and support Assign engineers to planned jobs in collaboration with Service Supervisors/Assistant Service Manager/Service Admin Manage visit preparation/documentation of required parts, equipment, and/or personnel for upcoming visits Review completed orders for all customer visits Ensure that all visit orders are accurate and complete in a timely manner (48 hours after job completion) Ensure that all follow ups noted in visit details are captured and acted upon Deal with Service/Technical calls, and customer queries Assist OCFSE by assigning Service Quotes, Scheduling Visits, and processing as needed Create service quotes and spares quotes when required Communicate daily with Service Engineers Provide updates for staff and customer when required Attend Mon/Wed/Fri Planning board meetings and present visits schedule to the planning board team Provide emergency OCFSE and on-site back up support when necessary Develop and maintain inter-departmental relations Targets, Quality, Cost, Compliance Maintain quality service by enforcing excellence and customer service standards; analyzing and resolving quality and customer service problems; identifying trends; recommending system improvements Manage Service Kits by ensuring that parts kits are complete and available for scheduled service jobs; cross referencing stock used/returned with visit sheet Working with the Head of Customer Care and Service Training Supervisor, assist in monitoring and evaluating recommendations from Manufacturing and Machines Management for current employees who want to transition into Field Service Define, evaluate and report on department specific KPIs while monitoring costs and expenses to assist in future budget preparation Utilize productivity analytics to drive decision making and new offerings Safety And Training Maintain and develop product knowledge, including but not limited to things like new product developments Maintain and develop technical knowledge and skills Working with the Head of Customer Care and Service Training Supervisor, assist in evaluating the performance and effectiveness of training programs through skillset analysis, and provide and implement recommendations for improvement Working with the Head of Customer Care and Service Training Supervisor, identify strengths and weaknesses of each service engineer and assist in developing overall or individualized training and development plans that addresses needs and expectations using training numbers book and other relevant material Working with the Head of Customer Care, Service Training Supervisor, and the Training team, assist in ongoing development of the tier structure where necessary Ensure all employees follow industry and company health and safety guidelines Support HSE Manager in ensuring safety culture is instilled throughout the department; also support HR initiatives including employee retention, recruitment, and training programs Job Requirement and Qualifications Bachelor's degree in Electrical/Mechanical Engineering, related field, or equivalent experience Ability to lead actively with proven record in customer service Superior and comprehensive knowledge of the business, including equipment and processes, specifically: In-depth knowledge of machine automation and mechatronics Leadership and delegation skills Strong communication skills with the ability to clearly communicate expectations Very strong interpersonal skills with the ability to communicate across the engineering team Excellent communication, leadership, and motivational skills Exceptional time management and organizational capabilities to finish tasks and meet important deadlines Exceptional attention to detail and ability to finish tasks quickly and efficiently Excellent ability to build relationships and work as a team Good computer and database skills Maintain high level of professionalism under pressure Ability to provide exceptional customer service Process improvement Strong decision making Adaptable organizational and planning skills to meet customer needs Professional appearance and demeanor Strong computer knowledge Technical skills in identifying and diagnosing equipment issues High level of attention to detail and accuracy of information Strong adherence to ethical standards Ability to manage several tasks at once while remaining detailed and organized Ability to be on-call to respond to after hour emergencies 24/7 Physical Requirements Stand continuously for long periods of time Wearing of safety clothing and equipment may at times be required Able to repeatedly lift-up to 75Ibs Work Environment Primarily office environment and warehouse Working around machinery and forklifts May be required to work outdoors and travel as needed Equal Opportunity Employment It is the policy of JBT Corporation to provide equal opportunity for qualified persons and not to discriminate against any applicant for employment because of race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, citizenship, or any other characteristic protected by federal, state or local law at the JBT Corporation location to which this application is submitted. In addition, as a Federal Government contractor, JBT Corporation is an affirmative action employer. If you require accommodation during the application process, please contact the local Human Resources department. EOE-Females/Minorities/Protected Veterans/Individuals with Disabilities.

Created: 2026-03-10