Service Manager

Job Summary:
Reporting to the EMEA Service Manager the Manager Service & Support for FLIR Sweden AB (Täby) is a subject matter expert who leads a skilled team of thermography service technicians and Customer Service Representatives (CSR) in the performance of repair, calibration and restoration services as well as Customer technical support across the line of Solutions LOB thermal imaging products managed by the department. The incumbent contributes to the establishment of business goals and objectives and employs available resources to achieve them while delivering a positive customer experience. As a subject matter expert, the incumbent will participate in collaborative policy and procedure development efforts intended leverage existing resources to maximize growth for the service business.
Primary Duties & Responsibilities:
· Forms and leads teams and develops processes to deliver exceptional service to customers
· Establishes and manages the daily priority of work and delegates assignments at the team level. Closely monitors and adjusts resources to meet the needs of the business
· Manages employee time and attendance. Supports conflict resolution as needed and fosters adherence to employee standards of conduct and the Be FLIR values
· Develops subordinates through coaching, one-to-one check-ins, and annual performance appraisals
· Employs cross-training and skill enhancement to improve capacity with existing resources
· Manages the administration of all service actions using SAP and related enterprise business applications
· Leverages business acumen to identify and promote service offerings that deliver growth while employing cost controls to maximize profit margin
· Tracks and reports on monthly Key Performance Indicators; identifies business trends and makes recommendations for process improvement to drive growth
· Manages operating expenditures with an eye on cost reduction. Identifies capital equipment requirements and provides detailed input for the annual operating budget submission
· Ensures all work assignments are performed in accordance with ISO Quality and corporate Global Trade Compliance policies.
· Coordinates with adjacent departments to ensure the timely delivery of products and services to our customers. Fosters a cooperative spirit and exploits opportunities for collaboration and process improvement
Job Qualifications:
· BS in electronics technology or related discipline
· 5 years of experience in thermography service with expert knowledge of the operation and repair of advanced thermal imaging systems
· 10 years of experience in a leadership role with direct report responsibility in a thermography service organization
· Experience working in and an ISO 9001 environment. Understanding of Global Trade Compliance policies and the employment of best practices
· Experience with Jurisdiction Classification processes
· Hands on experience in the administration of SAP PR1, Customer Service Module
· Hands on experience with ticketing platforms
· Proven experience in analyzing requirements and developing processes and policies to support new product introductions and related service offerings
· This position has a direct impact on significant revenue for the business. The successful candidate will exhibit extreme ownership and business acumen needed to manage costs while maximizing growth
· Experience in developing and managing operating budgets with an awareness of cost control
· Demonstrated knowledge of metrology/calibration laboratory operations for thermal imaging products and compliance with the national Institute of Standards and Tolerances (NIST) regulations