SUMMARY:

The individual selected will manage a work force consisting of 20 or more field service representatives (FSRs), and is responsible for all elements of service operation performance. Business leadership duties include, resource coordination and FSR utilization; ensuring the timely processing of service orders and job closure; promoting equipment replacement sales; developing new, or existing account opportunities, and implementing established inventory management practices. In addition, the ASL will assist product sales counterparts with site assessments, installation proposal creation, and administer a safety program consistent with customer requirements. Performance criteria, as well as compensation will be based on, results to budget including revenue generation, contribution margin, profitability of services provided; FSR productivity; asset utilization; adherence to policy and operating procedures; and expense control.

ESSENTIAL ATTRIBUTES, DUTIES AND RESPONSIBILITIES include among others, the following:

1.                  Demonstrates exceptional people leadership attributes, a strong work ethic, and desire to be part of a successful customer-driven service organization. 

2.                  Develops and manages annual operating budget. Key objectives will be established, and detailed action plans developed describing the initiatives required to achieve business targets. It is expected that annual budgets will be consistent with the broader Industrial Business Area objectives. 

3.                  Directs and manages revenue-producing resources to achieve annual budgets for sales, contribution margin, and profit. Continually demonstrates or reaffirms strong, results-oriented leadership. Monitors available metrics throughout the month to ensure continual progress toward established financial targets. Defines and implements whatever corrective actions become necessary if actual performance results aren’t consistent with budget, or qualitative objectives.

4.                  Creates a working environment that emphasizes continual improvements in process, FSR productivity, and return on assets.  Works with service support group and dispatchers (national call center) to ensure maintenance or repair work is properly scheduled, as well as completed in a manner that is most efficient (consistent with customer expectation). 

5.                  Demonstrates a positive and committed approach to people development or coaching. Ensures the skills of field personnel are continually being upgraded. Works with individual FSRs to provide opportunities for personal growth, or career advancement. Outlines specific training plans, and monitors or tracks progress. Completes performance appraisals for all direct reports in a timely manner.

6.         Consistent with established standards, ensure qualified personnel, and equipment are available for all scheduled inspections, preventive maintenance work, installations or warranty calls. Determines local work schedules including after-hours support and holiday coverage.

7.         In conjunction with other members of the service team, promotes and sells agreements or related aftermarket products to customers. Along with assigned service sales consultants, and contract administrators, the ASL is responsible for preparing maintenance plan proposals, including definition of services provided, cost estimates, and proper pricing administration.

8.         As local area leader, fully supports a service process quality system that complies with applicable elements in the ISO 9001, and ISO 17025 standards. In conjunction with members of the MT-NA Quality Department, and other service leaders, achieve and maintain adherence to standardized work procedures, and lead all local efforts to leverage the operational benefits.

9.         Ensures proper customer account management is executed by coordinating the scope and timing of services provided with local Mettler Toledo sales representatives. Common or shared performance objectives will be expected among service and sales counterparts.

LEADERSHIP RESPONSIBILITIES

Carries out leadership responsibilities in accordance with Mettler Toledo policies and applicable laws. Personnel management responsibilities include interviewing, hiring, and development of direct reports; assigning and directing work; appraising FSR performance; providing positive recognition for achievement; implementing corrective plans for individual performers that are deficient; in general, resolving problems that impede the performance of the team.

QUALIFICATIONS

In order to conform successfully to the job requirements, an individual must effectively perform all responsibilities and essential duties satisfactorily. The preferred education and experience listed below represent the knowledge, skill, and/or ability expected.

EDUCATION and/or EXPERIENCE

Bachelor's degree (B. A.) from an accredited college or university; or seven to ten years related experience and/or training; or equivalent combination of education and experience. Formal training in systematic process improvement and quality systems is required.

COMPREHENSION AND COMMUNICTION SKILLS

Ability to read and interpret operational measurements, financial statements, contract language, process documents such as operating policies, work procedures, and safety specifications.  Ability to prepare detailed reports and compose business correspondence.  Ability to speak in a professional manner before groups of customers, or Mettler Toledo employees.

REASONING ABILITY

Ability to work with mathematical concepts such as probability and statistical inference.  Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, or schedule form.

WORK ENVIRONMENT

The general work environment characteristics described herein are representative of those an Area Service Leader encounters while performing the essential functions of this job.   Travel is required and will be dictated based on the scope of assigned geography and customer/market potential.