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Service Agreement Manager

Westminster, SC 29693

Posted: 01/17/25 Job Title: Leadership Job ID: 40616385 Pay Rate: $90000-95000 / year

Job Description

Join a dynamic team at a leading manufacturing equipment supplier, as a Service Agreement Manager. This is a direct hire role with full benefits!

Key Responsibilities:
  • Drives results in achieving or exceeding monthly, quarterly and Annual Service Agreement Department revenue budget and profitability targets.  Metrics include customer retention rate, contract renewal rate, new contracts, warranty conversion rate and contract penetration rate.
  • Coordinates with regional service supervisors to direct service work and resources, ensuring the department’s service agreements are completed on time and to a high standard. 
  • Monitors projects and manages the service team members to ensure commitments to customer’s objectives, schedules and budgets are met.
  • Reviews and approves service agreement proposals to ensure accuracy of information and terms.
  • Creates customer loyalty by ensuring the highest value of service is always provided & by delivering on commitments to the customer.  Oversees Customer Loyalty Index to optimize stickiness with our customers. 
  • Completes and reports SWOT analysis on competitive risks to the service agreement business.
  • Oversees administrative tasks including revenue forecasts, scheduling new orders, and reporting on department labor utilization and first-time fix rates for service agreements.  
  • Leads or participates in continuous improvement projects and initiatives using concepts such as PDCA, A3s, Kaizen, and other LEAN problem-solving methods to increase the service department's productivity and the effectiveness of customer service.
  • Monitors customer complaints to determine root cause and collaborates with service management on corrective actions to lessen recurring issues.
  • Visits customer sites to provide support, audit work and customer service to ensure high customer service standards, efficiency, and productivity goals are met.
  • Available on weekends and evenings to answer calls from service technicians or customers as needed to ensure problems are identified and quickly solved maintaining a high level of responsiveness to customers.
  • Maintains a strong working knowledge of industry regulations, restrictions, and laws, ensuring the company's adherence to these regulations, and remaining current on the industry's standards and new innovations, materials, tools, and processes.
  • Works with Asset Coordinator and Supply Chain Manager to ensure part forecasts are accurate and stocking levels are maintained.  
Requirements:
  • Bachelor’s degree in Business Administration, Engineering, Project Management or related field required.
  • At least 5-7 years of experience in the Food Processing Industry or Packaging Industry experience strongly preferred, but not required.
  • 5-7 years of experience in a customer facing and/or project management role, with a strong financial acumen.  P&L responsibility preferred.
  • Must possess a valid driver’s license with a good driving record.
Skill Sets:
  • Proven leadership skills with the discipline to operate in a professional manner, manage time effectively and deliver results without constant supervision. Preferred skills:
  • Exceptional interpersonal and communication skills
  • Familiarity with customer service standards and processes
  • Ability to use data to problem solve as well as manage and track department budgets 
  • Ability to handle stress to operate effectively and meet customer expectations and schedules
  • Supervisory, mentoring and coaching skills and able to hold associates accountable for meeting goals in a positive and constructive way
  • Ability to implement and lead LEAN improvement processes 
  • Well-versed in MS Office suite, cloud-based service management systems, customer management systems & ERP
Must be able to travel an average of 25% with some weekend travel required. 

Salary: $90 – 95k/Year

ALL applicants must meet Phillips Staffing's standard hiring requirements.
Phillips Staffing is an Equal Opportunity Employer.

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About Westminster, SC

Discover exciting job opportunities in the scenic area around Westminster, South Carolina, and embark on a fulfilling career journey today! Nestled in the picturesque foothills of the Blue Ridge Mountains, this charming town offers a blend of natural beauty and economic growth. Imagine working amidst stunning landscapes, exploring local gems like Chau Ram County Park, Stumphouse Mountain, and the Historic Westminster Depot. Indulge in the region's famous Southern cuisine, visit the Art Circle Gallery, and enjoy live performances at the Walhalla Civic Auditorium. Join the community spirit that thrives here, where career development meets small-town allure. Dive into our job listings and unlock your potential in this enchanting corner of the Palmetto State.