Tooling Service Manager - Londonderry, NH

The Tooling Service Product Manager will be responsible for managing Tool Service Repair Technicians, customer training, warranty/return/repair process, Authorized Repair Centers (ARC) and inventory with the intent to deliver excellence in service while meeting/exceeding top line revenue and operating profit targets.

This position will require an in depth knowledge of the operational use of all Burndy tools, their components and the assembly of those components into the finished product. The candidate must possess the ability and desire to provide the highest level of customer service, develop internal and external customer relationships while managing the service team in Londonderry, NH and ARC's across the US.

This role also requires the Manager to be an active participant in information sharing geared towards continual improvement in service, workmanship and quality. This role has dotted line responsibility to Customer Service, Product Engineering and Manufacturing Engineering. Therefore, excellent communication skills coupled with attention to quality, service levels, process improvements and training will be the overarching responsibilities of this Manager.

On a daily basis, the Tool Service Manager will assist to facilitate the timely and thorough repair of customer-submitted tools by managing the Service Technicians, setting pricing strategies, managing repair component inventory and communicating critical issues metrics to various stakeholders. Periodically, the Manager will need to provide tool repair training to visiting customers as well as travel to their sites to do the training. Finally, The Tool Service Manager is responsible for managing the Burndy Authorized Tool Repair Centers across the US. As such, the Manager will audit these reapir centers periodically to ensure they conform to our established standards.

Ensure all tool service personnel are well-trained and follow established process controls and documentation for establishing and tracking "reason for return", repair costs, time and other pertinent observations.

Participate in and contribute in all strategic PLBT meetings including Staff, Demand Forecast and Strategic planning meetings.

Actively communicate with manufacturing, engineering, purchasing, quality and/or product management personnel with respect to critical failures tied to workmanship, design, component failure, etc. to ensure a proper and timely customer response. Develop a close working relationship with tooling repair technicians.

Joint ownership of the Tool Service financial responsibility for revenue, margin, and inventory DIOH.

Actively manage and adjust warranty processes and policies, benchmarking and adapting to industry best practices.

Perform administrative tasks, typically monthly, including reporting service levels, productivity, tool failure mode(s), inventory levels and revenue/margin.

Conduct on-site visits to all Authorized Service Centers (ARC) to ensure compliance to our established expectations for training, customer service, inventory and documentation.

Set pricing structure for repairs and spare parts both internally and for our ARC's.

Actively contribute to new product development initiatives to ensure minimal service.

Develop an updated online Tool Return Process for customers to facilitate delays and enable an "easy to do business with" mentality for Burndy Tool Service and Repair.

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