at Markem-Imaje in Keene, New Hampshire, United States
Technical Help Desk and Service Planning Manager NAM
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Date:Mar 23, 2021
Location:Keene, NH, US
Markem-Imaje is a wholly owned subsidiary of the US-based Dover Corporation and is a trusted world manufacturer of product identification and traceability solutions, offering a full line of reliable and innovative inkjet, thermal transfer, laser, and print and apply label systems.
Markem-Imaje provides global reach to over 50,000 customers with 30 subsidiaries, 6 technology centers, several equipment repair centers and manufacturing plants with the most comprehensive marking and coding portfolio available in the marketplace.
Are you a self-motivated, confident, and engaged manager who has experience in leading teams through exciting transformations and continuous improvement? Are you skilled at cross-functional engagement, in a high-pressure environment, that sometimes requires creativity and prioritization of activities to meet the needs of our customers and co-workers?
In this role you’ll be responsible for aligning with the company’s and service delivery departments’ key initiatives and objectives, ensuring that the Help Desk and Planning teams remain seen as being “Best in Class” from a global perspective, developing and mentoring supervisors and team members, as well as meeting the expectations of our customers.
You’ll have an opportunity to collaborate with other cross-functional leaders to drive improvement in areas that negatively impact our service level to customers, work within a global community of subject matter experts to identify areas of improvement and collaborate on a solution path. Work within an environment that values strong leaders, who have the freedom to lead and manage their team to excellence, within the defined leadership guidelines and expectations defined by Markem-Imaje.
Reporting to: NAM Zone Service Delivery Manager
In this role you will:
+ Leads activities that support and achieve Service Delivery KPI’s in support of overall business objectives.
+ Perform data analysis of service ticket history and customer feedback to identify trends and opportunities for improvement. Collaborate with Operations to respond to customer complaints with timely and appropriate corrective actions.
+ Ensure Planning and Field Service operations are trained and compliant with warranty claim, record management and reverse logistics policies and procedures. Liaise between global q
Keene, New Hampshire 03435