Job Description

COMPANY OVERVIEW Savoye NA Inc. is a rapidly growing North American industrial automation division of a global company.  We are a project-based business, with our engineers participating as team members in multi-disciplined design teams driven by common objectives. We implement automated material handling projects throughout the US, with our design teams managing the project activities from design to implementation. If you are eager to work with the latest technologies, prefer fast paced environments, enjoy a team environment, want to accelerate your overall knowledge of automated systems, and have a passion for learning, then we will be a great fit for you. QUALIFICATIONS:

·         Bachelor's in Engineering/Technology or Operations with 5+ years' applied business experience or equivalent practical experience.

·         Excellent technical problem-solving capability (hardware, controls).

·         Strong computer skills with: MS office, MS Project & industrial programming software.

·         Excellent recruiting capability, assuring continuity in resources, while allowing for growth paths amongst all team members.

·         Ability to delegate to and mentor your staff.

RESPONSIBILITIES: 

Initially this position will to work on multiple site installations in both a technician and site leadership role to obtain the required training necessary to understand the systems we deliver from a functional and technical perspective

Customer Service Management

·         Lead the service team to improve customer service, efficiency, technical aptitude, and meet the commitments made to our customers.

·         Maintain day to day service operations; accountable for overall adherence of defined SLAs and ensure team commitment.

·         Assist customers with spare parts processing and warranty (RMA) parts replacement.

·         Implement best practices and standardize service processes to provide exceptional “white glove” customer service and deliverables.

·         Establish internal procedures and escalation standards to ensure prompt resolution to incidents and service requests

·         Develop and provide monthly performance reports

·         Manage the service ticketing process from initial contact to resolution, identifying trends and offering solutions to solve customer issues.

·         Manage overall maintenance program for Savoye and vendor partner equipment, etc., maintain documents of all inspections, maintenance/repair work, and failures.

·         Answer and respond to customer service calls. Perform remote troubleshooting efforts with our customers to return their systems to operation.

·         Travel to customer sites for emergency service when needed and on short notice.

·         Serve as a point of contact to channel issues to the correct resources/escalation points

·         Support our customer training effort.

·         Ensure that our Safe Practice Policy is followed for all activities

Customer Service Development

·         Develop a service technician team with expertise in mechanical and control systems

·         Develop a 24x7 remote support contract program for Savoye installations.

·         Develop a preventative maintenance programs with new and existing customers

·         Develop a resident maintenance program for Savoye provided installations.

·         Assist and support the development of Savoye equipment training programs.

·         Develop flexible resource strategies to utilize technician resources for project installations and commissioning efforts

·         Recommend strategies to further build our service business.

Production Support

·         Manage the overall maintenance program for our technical show room at our Chicago area production facility.

·         Support QC testing of products prior to delivery to customer facilities for installation.

·         Participate in the assessment of product/equipment performance based on field support data and recommends modifications or improvements.

·         Participate in equipment assembly and QC testing, investigative tests, and repairs to keep knowledge or products current.

·         Maintain pulse on competitive products and features from service and support perspective

Company Description

Savoye NA Inc. is a rapidly growing North American industrial automation division of a global company. We are a project-based business, with our engineers participating as team members in multi-disciplined design teams driven by common objectives. We implement automated material handling projects throughout the US, with our design teams managing the project activities from design to implementation. If you are eager to work with the latest technologies, prefer fast paced environments, enjoy a team environment, want to accelerate your overall knowledge of automated systems, and have a passion for learning, then we will be a great fit for you. We offer competitive salary, bonus opportunity and comprehensive benefit programs.