Department: Inside SalesReports to: QA Manager of MetrologyLocation: Nor-Cal Products, Inc. dba Pfeiffer Vacuum Valves & Engineering (Pfeiffer Vacuum V&E)FLSA Status: ExemptSUMMARYThe Service Manager will lead and manage a team of administrators responsible for overseeing the return goods and warranty product processes. This role ensures the efficient handling of returns, repairs, warranty claims, and outbound handoff of repaired goods while maintaining high standards of customer satisfaction and operational efficiency. The Service Manager will also work closely with various departments, including logistics, quality control, and manufacturing, to resolve issues and implement improvements to the returns and warranty processes.ESSENTIAL DUTIES AND RESPONSIBILITIESTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Exercise of judgment, discretion, and tact in all business matters and business relationships is required. Strong interpersonal skills and the ability to maintain clear and cooperative working relationships with co-workers and demonstrate regular attendance and punctuality are essential. The organization's leadership promotes collaborative problem solving in both formal and informal work teams. Participation in and contribution to teamwork within the organization is required. Necessary interpersonal skills include being a self-starter, motivated, creative, flexible, self-confident, deadline oriented and able to multi-task. Employees must follow all quality and safety procedures of the company, including those at customer sites if applicable, and must abide by the corporate Code of Conduct in all situations.Supervisory Responsibilities - Yes.
Hires, trains, and supervises administrators personnel assigned as direct reports on approved manufacturing procedures. Coaches' employees for improved performance; and issues disciplinary, corrective action as warranted. Conducts performance reviews on a timely basis. Duties
- Team Leadership and Supervision:
- Lead a team of returns administrators, providing guidance, training, and support to ensure effective and efficient operations.
- Manage day-to-day activities, including assigning tasks, monitoring performance, and ensuring adherence to established processes and service level agreements (SLAs).
- Foster a customer-centric culture that emphasizes high-quality service and operational excellence.
- Returns & Warranty Process Management:
- Oversee the return goods and warranty claim processes, ensuring proper documentation, tracking, and timely resolution of customer issues.
- Work alongside production management to ensure that returned goods are inspected, tested, and processed efficiently, while managing, replacements, and refunds as necessary.
- Develop and implement process improvements to enhance the efficiency and effectiveness of service administration workflow.
- Ensure all warranty claims are processed in accordance with company policies and customer agreements.
- Cross-Department Collaboration:
- Work closely with quality control, manufacturing, and logistics teams to identify root causes of product returns and warranty claims.
- Collaborate with other Semiconductor service sites within the Busch Group and Global service management.
- Assist in identifying recurring issues with product quality and provide feedback to the product development and manufacturing teams to help resolve problems.
- Ensure proper communication between service administrators, repair technicians, and warehouse teams to expedite returns and minimize customer downtime
- Customer Interaction and Issue Resolution:
- Handle escalated customer complaints or complex warranty issues that require managerial intervention.
- Maintain a high level of customer satisfaction by providing timely, accurate, and professional responses to inquiries regarding returned product and warranty claims.
- Ensure customers are informed of the status of their claims and that expectations are managed effectively.
- Reporting & Analytics:
- Monitor and report on key performance indicators (KPIs) for returns and warranty operations, including return rates, claim resolution times, and customer satisfaction.
- Analyze return and warranty data to identify trends and opportunities for process or product improvements.
- Prepare regular reports for senior management, highlighting successes, challenges, and action plans.
- Compliance and Documentation:
- Maintain accurate records of returned products, warranty claims, and related correspondence.
- Ensure all warranty documentation is properly stored and accessible for auditing purposes.
Physical DemandsThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.90% noise and temperature-controlled office environment, 10% shop-floor production areas. Routine lifting, carrying and pushing up to 25 lbs. Must wear safety glasses and other safety equipment when required. Tasks require walking, sitting, bending, reaching, mobility, frequent lifting and pushing/pulling. Work requires computer skills (word processing, spreadsheet, and data-entry), attention to detail and accuracy. Communication skills including listening and speaking are required for interaction with other employees, vendors, and customers. Strong interpersonal skills, the ability to balance multiple tasks and any stress associated with the duties and responsibilities of this position are essential requirements in the performance of this job. Secondary duties with added requirements may be assigned from time to time.POSITION REQUIREMENTSCompany ValuesPfeiffer Vacuum V&E believes that we are all suppliers and customers of someone in our organization. Our employees must be able to demonstrate this customer-centric belief - which means that you are value-adding, reliable, performance-driven, innovative, service-minded, and agile - in all of their business activities. We expect that our company values of open mindedness, trust, communication, thinking strategically/being creative, being courageous, accountable, and humble, ethical sensitivity/compliance, resilience/facing diversity and fostering a culture of empowerment, engagement and collaboration will drive the actions of our employees.General Qualifications
Excellent leadership and team management skills, with a proven ability to motivate and develop staff.Strong problem-solving skills and the ability to resolve complex issues quickly and effectively.Exceptional communication skills, both written and verbal, with the ability to interact with customers, vendors, and internal teams.Detail-oriented with a strong ability to manage multiple priorities and deadlines.Knowledge of relevant software and tools, such as ERP systems, returns management software, or CRM platforms.Customer-focused mindset with a passion for delivering excellent service.Proactive, results-driven, and capable of working independently.Proven experience in managing returns, warranty claims, or customer service operations, preferably in a manufacturing or product-based environment.Strong understanding of warranty policies, product returns, and related customer service processes.Education and/or Experience
Bachelor's degree in Business Administration, Operations Management, or a related field (preferred).5+ years of experience in a service or operations management role.Language SkillsExcellent verbal and written communication skills.Mathematical SkillsAdvanced mathematics skills. Reasoning AbilityHigh attention to detail and the ability to manage multiple priorities in a fast-paced environment.Certificates, Licenses, RegistrationsNone.TOOLS AND/OR EQUIPMENTNone.WORK ENVIRONMENTThis position may work in various environments including office, factory, or home settings. Employees who choose to work from home are expected to comply with all company requirements for core work hours or in-person attendance at company meetings or events. (As applicable)Pfeiffer Vacuum V&E is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability.If you are an individual with disabilities who needs accommodation or you are having difficulty using our website to apply for employment, please contact Danielle Clair at 530-###-####.#LI-RW1