Service Administrator

GENERAL SUMMARY: 

The Service Manager is responsible for all aspects of repairing problem products and returning reliable products to Optelecom-NKF’s customers.  They will coordinate, evaluate and improve the process that starts with the receipt of a Customer phone call, email or fax and concludes with providing a repaired unit with associated paperwork back to the customer.  This person will also evaluate service plans, product stocking, end of life requirements, and provide needed field data to back to the Quality, Operations, and Engineering areas.  The person in this position performs the listed duties below.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.  Other duties may be assigned.

Streamline and harmonize the RMA / Service processes for all of Optelecom-NKF which includes:

• Effectively interface with customers over the phone, e-mail, etc. for typical customer RMA inquiries, RMA shipment status, and other customer service related activities regarding RMAs.  Be able to capably inform customers of RMA status and any variances (ship date, carrier, price discrepancies, etc.) that might occur.  Work should emphasis speed, accuracy and time coverage.
• Efficiently obtain and record information regarding product returns (and Credits) and issue Return Material Authorization numbers to customers.  Automation is the key here.
• Understand and proficiently utilize the ERP system to perform internal processing tasks. 
• Continually improve upon how RMA items are received, unpacked and examined.  Ensure the accuracy of incoming RMA shipments.  Received products must match what the customer reports and any discrepancies quickly solved.  
• Ensure products are economically routed through the repair process.  Costs should be collected and appropriately billed to the customer.  We should know where RMAs are located from their receipt to their return to the customer.
• Professionally interface with the Accounting and Customer Service departments with regard to customer payment status, invoices, and credit RMAs as necessary.  Also interface with the Test (Repair) department to determine proper revision changes, scheduling and pricing of warranty/non warranty repairs and ensure a timely return of the product to the customer.
• Run summary reports and reconcile transactions within our ERP system of product returns on work orders and sales orders.  Provide monthly metrics and work to ensure targeted measures are met.
• Verify the shipping containers and cushioning materials are adequate for shipment to customers – whether they are on the other side of the world or have a military requirement. 
• Work closely to harmonize the all processes between the US, European, and any other future Service area locations.   

In addition the Service Manager will:

• Periodically analyze charges and costs and determine if the billing rates need to updated or changed.  Ensure proper costing at the US, European, and any future service facility.
• Analyze the prospect of offering Service Contracts, where it might make economical sense.
• Ensure test and repair equipment are available for the repair of both old and new products.  This also requires involvement in the New Product Introduction stage to guarantee equipment is available in a timely fashion.
• Make certain the technical skill level and staffing is adequate to carry out the Service department’s mission.
• Review potential ERP Service or external software packages that might be beneficial from a cost / benefit analysis and make recommendations. 
• Supply relevant Repair Data to be used for improvement purposes to pertinent departments (Quality, Operations, and Engineering).
• As new OEM products are added to the company’s product portfolio, work with the OEM Manager to ensure service and warranty information is negotiated as part of any contract.
• Be prepared to start-up and integrate additional Service Centers in the future.   

SUPERVISORY RESPONSIBILITIES

This job has supervisory responsibilities.  At present there are two repair technicians (one in our Gouda facility and one in our Germantown facility) and a Service Administrator (Gouda facility).  The Service Manager will have direct line responsibility for those in Germantown and dotted line responsibility for those in Gouda.  The Service Manager is responsible for the Service processes, metrics, staffing, budget, etc.  Due to the time differences those in Gouda will report (straight line) to Operations Managers for day-to-day needs.   

EDUCATION and/or EXPERIENCE

Minimum of a two year technical or business degree and/or related experience and/or training; or equivalent combination of education and experience.  Would prefer a four year technical or business degree.

LANGUAGE SKILLS

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports, correspondence and operating procedures.  Ability to speak effectively before groups of customers or employees of organization.  Excellent interpersonal skills are required.  A plus would be the ability to read, write and/or speak Dutch.

MATHEMATICAL SKILLS

Ability to calculate figures and amounts such as for pricing and delivery of RMAs.

COMPUTER SKILLS:

Basic understanding of and experience using Enterprise Requirements Planning systems is required.  Must be computer literate, proficient in Microsoft applications including MS Word, Excel, Power Point and Access.

REASONING ABILITY

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations.