National Service Manager
Location Lutz, Florida, Estados Unidos Fecha de publicación 09 mayo 2025 ID de la oferta 19377Our Opening and Your Responsibilities
Mettler-Toledo, LLC is a global supplier of precision instruments with sales and service locations in 37 countries. The Mettler-Toledo Product Inspection Group, consisting of CI-Vision, Hi-Speed and Safeline, is the world’s leading supplier of in-line checkweighers, metal detectors, machine vision systems and x-ray inspection systems. We believe employees are the lifeblood of our company. As we thrive on quality and initiative, we work together in a fast-paced environment striving towards common goals and open to innovation and success. We’d love for you to become part of our growing team!
Role/Purpose:
Responsible for creating and executing the overall field service strategy for an $120+ million Service Business in Capital Equipment for the Food and Pharma industry. Continue to grow Revenue and OP for the service business. Department includes 80+ field engineers, Service Management Team, Technical Support, Training, and Dispatch.
Essential Duties and Responsibilities:
- Develop the team and processes to provide the most comprehensive and satisfying after-purchase service experience in the technical services marketplace.
- Manage a team of more than 100+ service personnel, including field technicians, a highly active tech support and training team and management staff.
- Improve all major Key Performance Indicators (KPIs) across the entire Business Area, effectively reducing the customer’s Total Cost of Ownership (TCO), increasing customer satisfaction and improving the financial performance of the Service Business Area.
- Assist in developing and growing the sales of value-added services such as contracts, validation services, etc.
- Effectively integrate and connect after-sale service processes with those of Marketing, R&D, Sales, Operations and Finance
- Improve the quality of the existing customer databases to allow for more efficient communication and more effective management of sales opportunities with the existing customers.
- Increase overall knowledge base of the staff through effective training tools and recruiting techniques for improvements in response time, problem resolution effectiveness, personnel utilization and productivity, as well as revenue growth and cost management.
- Travel internationally and within the U.S. as required
- Responsible for ensuring customers have a positive experience in the aftersales market
What You Need to Succeed
Required Knowledge, Skills and Abilities:
- Strong leadership skills and the ability to get results. A high performance person with project management and good coordination skills, who can develop the business while managing the day-to-day business.
- Strong management and communication skills, with the discipline to develop and execute strategic and tactical plans.
- Responsibilities include interviewing candidates, hiring, and developing personnel; providing a motivational influence; planning, assigning, and directing work whenever appropriate; appraising performance; providing recognition and rewards to successful performers; taking proactive steps in situations that require discipline, including trmination of non-performers; generally eliminating obstacles and resolving problems.
- The capability to develop and implement new processes for improvement.
- Hands on approach. Lead by example. Engage with the whole team frequently.
- Lean manufacturing, Six Sigma or other efficiency tools are welcomed.
Minimum Education / Experience Required:
- BS Degree in a commercial or administrative field with extensive technical/engineering, experience from the capital equipment area.
- 5+ years of experience in a mid to senior level customer service role supporting customer escalation and productivity KPIs.
Travel Requirements:
- This position has a travel requirement of 10-25% intermittently. Travel could include both domestic and international travel (by commercial or personal means, including economy class air travel).
Our Offer to You
- Medical, dental and vision care coverage and a 401(k) savings plan with company matching – all starting on date of hire
- Tuition reimbursement, employee wellness programs, plus other perks and discounts
- Parental and caregiver leave policies
- All the usual benefits such as paid time off, flexible spending, short-and long-term disability, basic life insurance, business travel insurance, Employee Assistance Program, and domestic partner benefits
- Global market strength and worldwide leadership in weighing
- A brand name that is identified worldwide with precision, quality, and innovation
- Thousands of patents, design and innovation awards
- A commitment to extraordinary service on our state-of-the-art equipment
About Mettler Toledo
METTLER TOLEDO is a global leader in precision instruments and services. We are renowned for innovation and quality across laboratory, process analytics, industrial, product inspection, and retailing applications. Our sales and service network is one of the most extensive in the industry. Our products are sold in more than 140 countries, and we have a direct presence in approximately 40 countries. For more information, please visit www.mt.com.
Equal Opportunity Employment
We are an equal opportunity employer and value diversity at our company. We give consideration for employment without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected classification. You can find more details in our Equal Employment Opportunity Policy. If you’d like more information about your EEO rights as an applicant under the law, please click here.
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