Americas Service- Logistics and In-house Repair Manager

Have you ever wondered how an airplane wing doesn’t break off during takeoff & landing?  Or, how a cell phone is able to withstand impact forces if it falls to the ground?  At Instron, we build mechanical testing systems that allow companies, engineers & scientists to test these and many other products from our everyday lives.

Our systems are trusted by 95% of the world’s largest manufacturing companies to gather critical data, informing the design of components and materials.  Our customers use Instron’s products to test a wide range of materials such as metals, plastics and composites within a diverse range of industries including biomedical, aerospace, electronics and defense.  Our systems can be found in quality control, research and development and educational laboratories throughout the world. 

The Americas Service - Logistics and In-house Repair Manager is a key member of the Americas Service organization and is responsible for Service Logistics, including warehouse management along with the repair (RMA) of items sent to Instron from customers (domestic and foreign).

The expectation is that this position will provide support and guidance to those in the Americas Service organization and other groups around the world.

The manager is responsible for the department cost centers and the achievement of set performance goals.  The person is responsible to assure requests are responded to in a timely manner and the work completed is of the highest quality. Knowledge and use for multiple databases will be necessary to assure customer related jobs and orders are detailed (in the Service Management Database (SMS)) and accomplished in a timely manner. 

This position is more than a management role.  It is required that this person get involved in the day-to-day activities within each group to ensure the goals and demands of each department are met. 

As a manager of two distinct groups, the parts and logistics side require that this is person understands parts procurement and the workflow.  Including, but is not limited to, part demands, stocking levels, min/max criteria, backorder schedules, and implement improvements, not only to improve delivery, but improve outcomes as well.  From the in-house repair (RMA) side, this person must understand the workflow of customer repairs.  Look to implement processes to assure the proper estimated time of arrival (ETAs) back to the customer are established and achieved, assuring repairs are completed with the highest of quality while maintaining control of customer assets in for repair.

Principal Duties and Responsibilities:

• Manage and motivate individuals while managing the departments expenses while managing the business activities to drive positive measures in the Service P&L while maintaining high levels of customer satisfaction
• Assure the continued skill growth in each department through engaging, mentor (type/style), and organizing employees and their work
• Daily review of jobs and assure they continue to progress to completion within the quoted ETA.
• Understand the daily challenges and assist in resolution plans

• Should technical conflicts arise, communicate with the Management of area (customer site) impacted and develop a plan to resolve.
• Oversee the maintenance, upgrade, and repair of equipment and tools.
• Advertise KPIs for each department
• Assure each month’s variances are minimized
• Continue to evaluate personnel’s function and assure proper assignments
• Conduct performance reviews and yearly assessments.
• Creatively review processes and make improvements.
• Responsible for special projects as defined by management.

Knowledge, Skills, & Ability Required

• Self-motivating, communicates well, and curious
• The ability to read, comprehend, and follow complicated verbal instructions
• Familiar with electronic, mechanical, and/or electromechanical designs.
• The ability to clearly communicate and implement procedures to diverse groups of individuals within a specific amount of time.
• Experience in the use of various software products in the publishing of training documentation and material.
• Promotes collaboration
• Sets high expectations for themselves as well as the groups
• Willing to share concerns and ideas.
• Takes an active role in meeting responsibility with a “can do” attitude.
• Actively understands and embraces customer satisfaction tenets.

Education / Experience Requirements

• 3 to 5 years Management experience
• Technical degree – Bachelors in a technical subject or equivalent experience
• Well organized and team player
• Experience managing and motivating individuals.
• Experience managing a department budget

Working conditions:

• Occasional exposure to dirt, grease, dust, etc
• Some travel may be required.
• Manufacturing environment

Take this opportunity to join a successful team where you can make an immediate impact. We offer:

• Competitive pay
• Medical (multiple options), vision and dental insurance
• Company provided life insurance and both short- and long-term disability
• 401(k) retirement savings with a company match
• 100% Tuition reimbursement
• Parental leave and adoption assistance
• 3:1 match for charitable donations

ITW is an equal opportunity employer. We value our colleagues’ unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential. 

As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship. 

All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.  

ITW is an equal opportunity employer. We value our colleagues’ unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential. 

As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship. 

All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.