Service Department Manager (Equipment)
Summary/Objective
Forge Nano Inc, a fast-growing thin-film coating company with a focus on manufacturing nano-scale coating equipment across a wide range of markets is seeking an experienced Customer Service Manager reporting to the Vice President of Operations. This position covers a broad range of duties, including managing customer service department, ensuring prompt response to support inquiries, managing service department personnel and priorities, spare parts inventory management and forecasting, performing or managing remote/virtual service calls, participating in continual improvement efforts, and interacting frequently in customer-facing situations, which require a friendly, patient, and professional attitude.
Essential Functions & Responsibilities
Manage the parts, service and support team and operations at Thornton, CO facility to handle customer and internal requests quickly and efficiently Manage the installation, service, modification, and repair of semiconductor and powder Atomic Layer Deposition (ALD) equipment, with a focus on quality and customer satisfaction Coordinate and dispatch personnel for installations and field service visits Oversee every aspect of the customer service experience to build trusting relationships Develop growth plan, strategy and budget for the customer service department Manage documentation for the department and service procedures, processes, and best-known-methods Support sales in identification and conversion of aftermarket opportunities Manage and improve spare parts inventory system Maintain a safe work environment and staying OSHA compliant with relevant safety training Adhere to both internal and customer standards of conduct and safety Work with customers and the sales team to understand key issues and evolve our offerings Initiate management of change or corrective action requests for continual improvement
Required Education and Experience
Bachelor's degree with 6+ years' experience with direct reports
OR Technical Associate's Degree or equivalent military training with 8+ years' experience Industry relevant field-service and customer service experience (Semiconductor ideal) Proficient with Microsoft Office Suite: Outlook, Excel, Word, etc. Able to travel if required. Must be within driving distance of Thornton, CO facility
Preferred Skills and Experience
Excellent customer-facing communication skills Experience following and/or writing work instructions and standard operating procedures Diligent organizational skills Ability to prioritize and execute tasks with stringent deadlines Flexibility to take support calls outside of business hours
Work Environment
Work is carried out in our large technical facility, remotely, and at customer locations, often in cleanrooms and frequently with minimal physical clearance. While performing the duties of this job, the employee may handle hazardous chemicals at times. The employee will be required to wear all appropriate safety equipment including but not limited to eye protection, gloves, steel toe shoes, lab coat, etc. An employee in this position works in an environment in which safety, environmental and health concerns may demand constant attention. Strict adherence to corporate and/or plant policies, rules and regulations in these areas is required. Employee will also be subject to customer safety policies and procedures during field service visits.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to perform successfully the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The employee occasionally will work near moving mechanical parts. The noise level in the work environment is moderate. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; and reach with hands and arms. Lifting of containers upwards of 50lbs will be required periodically.
Travel
Regular travel is expected for this position.
Compensation
Salary, $85-100k depending on experience Medical/dental/vision/disability and life insurance, holidays, PTO, Flexible Spending Account, and 401(k) plan.