AMETEK, Inc. Operations Manager in Wilmington, Massachusetts
Job ID: 20752
Functional Area: Customer Support
Position Type: Full-Time Regular
Experience Required: 7 - 10 Years
Hours of Work:
Location: US - Massachusetts - Wilmington
Division: MMA - Materials Analysis Division
Education Required: Bachelors Degree
Relocation Provided: Some Relocation May Be Available
Travel Percentage: 25.00
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SPECTRO is one of the worldwide leading suppliers of analytical instruments, employing optical emission (Arc/Spark OES, ICP-OES) and X-ray fluorescence spectrometry (XRF) technology, used for the elemental analysis of materials in industry, research and academia. SPECTRO is a member of the AMETEK Materials Analysis Division.
SPECTRO manufactures advanced instruments and develops the best solutions for elemental analysis in a broad range of applications
Elemental analysis is continuing to develop at a fast pace worldwide with the need for ultimate precision, complex system requirements, and expanding fields of applications for even routine operations. SPECTRO leads the progress advancements in this field by providing new solutions and continuous innovations.
Founded in 1979 as a 3-man-enterprise, SPECTRO today employs over 400 employees around the world and is listed as the clear market leader for metal analyzers. In addition, growth in the sales of ICP and XRF spectrometers has continued to exceed industry averages.
The Operations Manager holds the primary role of overseeing all day-to-day functions within SPECTRO Analytical Instruments Inc. North American service operations department. Functional areas of support within the organization include, but are not limited to, supply chain & warranty/repairs, warehouse management, service agreement and spare parts sales, compliance initiatives, as well as invoicing. Direct accountability includes four (4) or greater salaried employees, with a total department of five (5) or greater total employees, working within a hybrid work environment. Candidate can expect daily communication with the Customer Support Manager across various media platforms, in the brainstorming, planning, and implementation of various operational, tactical, and strategic initiatives throughout the service organization. The ability to effectively lead a hybrid team, balance multiple tasks to include frequent remote and in person interactions with internal/external partners, and possess a fundamental understanding of business, finance, and contractual principles, will be critical in long term success and advancement of a candidate.
Specific Duties and Responsibilities:
Responsible for overseeing all day-to-day functions within SPECTRO North America service operations department.
Effectively communicates a vision/creates a culture by which the staff is successful in demonstrating high levels of engagement, above average results, and embodies a philosophy by which exceptional customer service and teamwork are paramount.
Responsible for the development and maintenance of procedures, policies, standards, and reports for the operations department.
Manage four (4) or greater salaried employees, with a total department of five (5) or greater total employees, some working in the Headquarters office while others are working remotely.
Drive Monthly, Quarterly, and Annual Service Revenue and Gross Margins within the organization as specified in the published annual Budget
Works in hand with the Logistics Manager to monitor and adjust spare parts inventory counts, process warranty/repair claims, conduct/complete cycle & annual inventory counts, and facilitate seamless daily shipping/receiving operations.
Partners with the Contract and Compliance Specialist to support service agreement negotiations and drive instrument contract sales.
Create and update processes & procedures for the tracking of customer compliance related requirements IAW ISN and AVETTA policies, to stay within regulations
Support the Spare Parts Administrator in the creation of quotations, PO processing, and invoicing of Customer spare parts orders to support business unit budgeted revenue expectations
Drive consistent and timeline invoicing across contracts, spare parts, and service repair work, in order to meet business unit revenue expectations.
Develop annual pricing strategies for Spare Parts, Service Agreements, and Service Repair work in partnership with the Service Support Manager and Business Unit Leadership
Support the develop of an annual Service Budget
Support the Customer Support Manager in defining, implementing, and maintaining service organization business processes within currently used CRM and ERP systems
Communicates with Staff, Supervisors/Specialists, Support Manager, Customers and various other direct/indirect support levels on a daily basis in driving the business.
Ensures that the operations department maintains a workforce with the requisite skills and capabilities to meet current and future customer service requirements.
Is directly responsible for cross training initiatives to ensure there are adequate redundancies in place to support unscheduled absences within the department
Active member in the development and execution of new CRM & ERP system role outs throughout the Service Organization
Provides detailed weekly and monthly reports to management, as required
Demonstrates the ability to effectively navigate various ERP and external shipping/receiving systems to manage proper inventory levels and throughput of parts/consumables to the end user
Willing to travel to staff and customer sites as required.
Contribute to occasional 5S of work areas, and notated by leadership
Performs other duties, as assigned.
Required Education, Knowledge, Skills and Experience:
4-6+ Years of Direct Management and/or Customer Service experience
*Must be willing to Train in New Jersey (4-5 days a week, 2-3 weeks per month through January ’22)
In order to be successful in this role, the Candidate must already possess the following attributes:
o Excellent time management skills
o Highly organized; Self-motivated, requiring little supervision
o Exceptional oral & written communication skills, to include advanced level operation of Microsoft Products to include Power Point, Excel, & Office
o Proven success in building & leading teams – (a geographically remote/segmented team a plus)
o Demonstrated success in creating/driving a Culture/vision within a Team
o Exceptional critical thinking, planning, & multi-tasking abilities
o Above average ability to grasp business, operational, & technical concepts quickly
o Highest level of integrity
o Passion/Commitment in delivering the highest level of Customer Service.
o Ability to maintain the upmost professionalism/composure in times of extreme stress & pressure
Preferred Education, Knowledge, Skills and Experience:
Graduate Degree; Master’s in Business Administration (MBA) highly preferred
Moderate to Mastery Level understanding of Business & Finance Principles - a differentiator
General to Moderate Understanding of Contract & Sales Principles - noted favorably
Demonstrated Project Management or Program Management Certifications
Supply Chain & Logistics Experience a plus, Moderate level understanding of inventory flow and JIT principles preferred
Electronics or Chemical Background a plus
Experience working within CRM or ERP Platforms, Sales Force in addition with Power BI software a plus
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.