Service Manager (FT) - MAAC Machinery

• Improve the customer experience and build loyalty through excellent service and support.
• Supervise the work of Service Teammates to ensure adherence to quality standards and proper procedures.
• Prepare and issue work schedules, deadlines, and duty assignments for Service Team.
• Manage parts and tool requirements needed by Field Service Technicians when off-site.
• Compile and prepare service/follow-up logs, open/closed ticket tracking, common issue reporting, and communicate accordingly.
• Resolve customer concerns and answer customer questions regarding operation, maintenance, and installation of equipment with a positive approach in a timely manner.
• Provide teammates with guidance in handling complex problems and resolving escalated concerns.
• Design, implement, and evaluate staff training and development programs, customer service initiatives, and performance measurement criteria.
• Systemize and ensure consistent technician reporting.
• Monitor customer service phone calls and emails for quality assurance purposes.
• Collaborate with other departments to resolve customer issues effectively.
• Review post-install and post-service write-ups and billings.
• Inform and sell maintenance and repair services based on discussions with customers both re-actively and pro-actively.
• Communicate sales opportunities internally to maximize revenue stream.
• Responsible for identifying talent to hire into Service Department.
• Implement departmental policies, procedures, and service standards in conjunction with company policies and Executive Management Team.
• Periodic reviews with Management for feedback on performance of Service Department.
• Some travel related to service visits and trade shows.

• Health coverage including BCBS Medical, plus Dental, Vision, and Life Insurance.
• 401k Retirement plan including Employer match.
• Earned vacation time and 10 paid holidays.
• Annual performance review.
• Profit sharing.
• Reimbursement for qualified training.
• Teammate appreciation events.
• Referral pay for referring a friend or colleague.
• Teammate assistance programs.
• Positive work-life balance to maintain mental health.
• Easily accessible and modern facility.
• Stability of industry-leading company in business over 40 years.
• Equal opportunity employer; recent graduates and veterans encouraged.

• Proven experience in a similar role working with industrial machinery.
• Solid communication skills and patience in dealing with customers.
• Problem-solving skills to assess situations and devise quick solutions.
• PLC programming experience.
• AutoCAD experience (electrical).
• Strong electrical and mechanical skills.
• Proficient with blueprints and technical documents.
• Sound judgement and decision making.
• Ability to travel on occasion; must possess a valid driver’s license.
• Commitment to safety and related protocols.

MAAC is an industry-leading Machine Manufacturer serving the plastics industry. Established for over 40 years, MAAC is a privately-owned and operated business designing and building custom thermoforming machinery. At MAAC we work hard to deliver a great, built-to-last machine. We maintain a strong focus on the development of our teammates. MAAC is experiencing growth and is looking to attract talented and motivated individuals to join our team.