Tool Service Manager - Londonderry, NH

Job Overview

Every day at Hubbell is different and you’ll contribute in many ways. On a daily basis, the Tool Service Manager (Burndy tools) will assist to facilitate the timely and thorough repair of customer-submitted tools by managing the Service Technicians, setting pricing strategies, managing repair component inventory and communicating critical issues metrics to various stakeholders. The Manager will need to provide tool repair training to visiting customers as well as travel to their sites to do the training. Finally, The Tool Service Manager is responsible for managing the Burndy Authorized Tool Repair Centers across the US. As such, the Manager will audit these repair centers periodically to ensure they conform to our established standards.

A Day In The Life

- Manage a team of service technicians

- Ensure all tool service personnel are well-trained and follow established process controls and documentation for establishing and tracking “reason for return”, repair costs, time and other pertinent observations.

- Participate in and contribute in all strategic PLBT meetings including Staff, Demand Forecast and Strategic planning meetings.

- Actively communicate with manufacturing, engineering, purchasing, quality and/or product management personnel with respect to critical failures tied to workmanship, design, component failure, etc. to ensure a proper and timely customer response. Develop a close working relationship with tooling repair technicians.

- Joint ownership of the Tool Service financial responsibility for revenue, margin, and inventory DIOH.

- Actively manage and adjust warranty processes and policies, benchmarking and adapting to industry best practices.

- Perform administrative tasks, typically monthly, including reporting service levels, productivity, tool failure mode(s), inventory levels and revenue/margin.

- Conduct on-site visits to all Authorized Service Centers (ARC) to ensure compliance to our established expectations for training, customer service, inventory and documentation.

- Set pricing structure for repairs and spare parts both internally and for our ARC’s.

- Actively contribute to new product development initiatives to ensure minimal service.

- Develop an updated online Tool Return Process for customers to facilitate delays and enable an “easy to do business with” mentality for Burndy Tool Service and Repair.

- Streamline processes and standards by developing Standard Operational Processes

What will help you thrive in this role?

- Bachelor’s degree (B. S.) in mechanical engineeringy; and four to eight years related experience and/or training; or equivalent combination of education and experience preferred.

- Experience in managing a team of 8 or more subordinates including day to day operations, skill development, performance management

- Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public.

- Experience managing a P&L, customer service and/or repair service team preferred

- Six Sigma experience or certification a plus

- Strong written and verbal communications skills.

- Strong knowledge/experience utilizing Word, Powerpoint, Excel, along with ERP system such as SAP.

- Ability to research, implement and evolve a customer service tool repair software platform to be more effective internally while offering our customers a best-in-class service experience.}

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Hubbell Incorporated

Hubbell creates critical infrastructure solutions that power our customers, communities, people and the planet. Our company is strategically aligned around enabling grid modernization and electrification. As more products plug in to an aging grid, Hubbell solutions enable the transition to a more reliable, resilient and efficient energy infrastructure. Founded in 1888 our innovation has made us a leading global manufacturer of high quality electrical and utility solutions enabling customers to operate critical infrastructure reliably and efficiently.

The company operates in two segments. Hubbell Utility Solutions (HUS) enable the grid to conduct, communicate and control energy across utility applications and Hubbell Electrical Solutions (HES) are essential to managing power across a wide range of industries and applications. Our vertical market solutions can be applied to markets including Data Centers, Renewables, Commercial Buildings, Industrial, Telecom and Transportation. Supporting both of our business segments is our corporate and Hubbell Unified Business Solutions teams that provide consistent process, tools technologies across our businesses.

We are committed to operating sustainably and ethically while promoting an inclusive and supportive culture for our people to grow and develop in their careers. Our employees proudly work and serve our communities from our headquarters in Shelton, CT, across the United States and around the globe.

Hubbell Electrical Solutions

Hubbell Electrical Solutions (HES) are essential to managing power across a wide range of industries and applications. HES provides the critical components that allow operators of buildings, factories and other industrial infrastructure to connect, protect, wire and manage power.

Hubbell Incorporated, its subsidiaries and affiliates, is an EO Employer AA: M/F/Veteran/Disability. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation, gender identity or any other protected class.

The above summary of position responsibilities and requirements is not intended, and should not be construed, to be an exhaustive list of duties, skills, efforts, physical requirements, or working conditions associated with the position. It is intended to be an accurate reflection of those principal position elements essential for making decisions related to position performance, employee development, and compensation.