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Manager, Service Network

Date: Mar 27, 2021

Location: Cleveland, OH, US, 44117

 

Lincoln Electric is a global manufacturer of the highest quality welding, cutting and joining solutions ranging from simple to complex. With over 120 years of service excellence, we are committed to employing talent that will support our strategy to foster innovation and a first class experience for our customers. Lincoln Electric, where the actual is limited and the possible is immense.

Req. ID: 19618 

 

PURPOSE: Manage 3rd party Lincoln Authorized Service Facility (LASF) machine service and repair network as well as any Lincoln-owned service facilities. Oversee maintenance of (and compliance with) LASF contracts, repair technician training requirements, qualification steps for new and recertified LASF.  Negotiate LASF labor rates on behalf of LECO. Drive improvement across all internal/external repair centers to ensure customer satisfaction with machine repair experience. Manage portion of Service P&L associated with sales of machine repair and maintenance services.

 

JOB DESCRIPTION (DUTIES AND RESPONSIBILITIES):

  • Establishes and maintains Lincoln Service Centers (LSC) in key areas which meet or exceed customer support requirements and their operational uptime. Analyzes markets, customer useage/needs, machine population densities, properties/buildings, and transportation routes, to determine most effective LSC locations.
  • Develops billable services such as preventative maintenance, post warranty repair, service contracts, etc.
  • Represents the company in a professional manner. Handles sensitive information with caution.
  • Maintains efficient flow of warranty material and information (parts and machines) from check-in, through documentation and/or repair, to return/stock/forward/scrap.
  • Rationalizes Rapid Response loaner (FRM) fleet to a level which will provide adequate machine coverage with a minimal financial footprint. Maintain a fleet of current machines as an enhancement to machine sales. (10%)
  • Maintains performance metrics for all service facilities. Performance metrics to include safety, training fulfillments, throughput, labor spend, efficiency, and customer satisfaction. Use perfomance metrics as a baseline for improvement.
  • Oversees assigned staff. Includes hiring, developing, ongoing coaching and semi-annual/annual performance process. Works with Human Resources on performance related matters.
  • Manage P&L and operations (high quality machine repair, preventative maintenance services, warranty parts return processing) of our Lincoln-owned Service Centers.
  • Oversee service Loaner Machine program (expense, inventory tracking, budgeting, etc) to enable quick response to customers with field failures to minimize customer downtime.
  • Coordinates efforts with Lincoln Sales Team to maintain a sufficient number of quality LASF locations to serve local markets. Manage contracting and labor rates with a balance of LASF retention, technical training, labor costs, and quality service offerings. (10%)
  • Assumes additional responsibilities as needed or directed in support of the Company’s 2025 Strategy. 

 

BASIC REQUIREMENTS:

  • Bachelors degree or equivalent experience required. Engineering or other technical field preferred. MBA encouraged.
  • 5+ years of technical experience with a focus on customer-facing repair prospects or technical troubleshooting and demonstrated ability to lead a team.
  • Hands-on technical / engineering experience as well as management experience with direct reports and budget responsibility preferred.
  • Ability to perform extremely detailed work with a high degree of accuracy in an individual and team
  • Environment Proficient with Microsoft Office, SAP, and analytical software.
  • Prior Project Management Experience
  • Demonstrated mechanical aptitude
  • Ability to function effectively and professionally under frequent time deadlines and rapidly changing priorities
  • Ability to read and understand engineering prints, electrical diagrams, and schematics
  • Ability to evaluate LASF repair capabilities
  • Proven people management skills.
  • Excellent communication, time management, and organizational skills

 

Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, protected veteran status or disability.

 

Lincoln Electric is a $2.5B publicly traded company (NASDAQ) with over 10,000 employees around the world.  With operations in over 40 manufacturing locations in 19 countries, we are well positioned to continue this partnership and poised to grow with our customers.  As a part of that continuing legacy, you will contribute to a new generation of innovation and experience the pride that comes with being part of the solution to the world’s challenges.  It is a great time to be part of the welding industry!

 

Lincoln Electric does not accept unsolicited resumes from third-party recruiters.  Resumes submitted to any employee(s) of Lincoln Electric without a signed vendor agreement, by the Manager of Recruiting & Training, will become property of Lincoln Electric.  Verbal or written commitments from any other member of Lincoln Electric will not be considered binding terms.  Lincoln Electric will not pay a fee to any third-party recruiter that has not coordinated their recruiting activity through the Recruiting Department.

 

Employment Status: Salary Full-Time 
Function: Customer Experience 
Section:  Lincoln Cleveland (US10) 

 

EOE, including disability/veterans


Nearest Major Market: Cleveland

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