Every day, we get opportunities to make a positive impact - on our colleagues, partners, customers and society. Together, we're pioneering the solutions of the future and unlocking the full potential of precious resources. Trusted to act on initiative, we challenge conventional thinking to develop world-leading technologies that inspire progress in vital areas, including energy, food, water and shipping.
As we push forward, the innovative, open spirit that fuels our 140-year-old start-up culture and rapid growth also drives our personal growth. So, as we shape a more resourceful, less wasteful world, we build our careers too.
About the job
In this role, you will have the opportunity to drive customer satisfaction by providing support to Order and Shop Coordinators, Shop Team Leads, and to Alfa Laval representatives and end users related to repair work. You will be responsible for leading, developing and securing a high performing team in line with the overall Service strategy and the Alfa Laval culture to create an excellent customer experience and meet the service market demands. Currently, this is an on-site opportunity located in Houston, TX.
As part of the team, you will:
1. Secure a strong HSE and quality culture within the team 2. Manage and develop team capabilities to support the overall Service strategy 3. Lead the team giving the direction and ensuring that they are performing with a strong customer orientated mindset 4. Develop, motivate and coach direct reports and secure a proper competence development 5. Manage performance issues within the team appropriately and quickly 6. Adapt quickly availability of internal resources based on customer demands 7. Ensure that jobs are executed according to importance in close cooperation with coordinators 8. Implement continuous safety and efficiency improvements based on ALPS board meetings as well as by innovative processes and technologies 9. Conduct employee reviews, including competence profile and skills matrix updates accordingly
ORGANIZATIONAL COMPONENTS
The Shop Supervisor reports directly to Service Center Manager and works with Order / Shop Coordinators. The Shop Supervisor functions with minimal supervision, works with all Team Members to provide solutions, solve problems, provide a positive customer experience, and to meet KPI's.
KEY PERFORMANCE MEASURES
1. Service Centers' Factory Result
2. Length of time to quote customer
3. Total repair turnaround time
4. Days Sales Outstanding
5. Warranty claims (closure in a timely manner)
KEY COMPETENCIES NEEDED
F2: Customer Service Orientation
F3: Execution
E4, B7: Drive Tenacity
B2: Teamwork
B5: Flexibility
E7, C6: Communication Skills
D3: Commercial Orientation
C1: Judgment
E5: Initiative
B4: Integrity
We care about diversity, inclusion and equity in our recruitment processes. We also believe behavioral traits can provide important insights into a candidate's fit to a role. To help us achieve this we apply Pymetrics assessments, and upon application you will be invited to play the assessment games.
What you know:
You have a HS Diploma or GED equivalent with relevant experience. Bachelor's degree in an Engineering Science or equivalent experience preferred.
Minimum 5 years' experience with repairing and reconditioning in a manufacturing environment.
Experience from improvement tools, e g Lean manufacturing (5S, Six Sigma, Kaizen)
Advanced knowledge of Microsoft Office, with strong emphasis on utilizing Excel to create Pivot Tables.
Fundamental knowledge of financial principles and practices.
Strong understanding of machining and welding techniques.
Strong communication and respectful interpersonal skills both written and verbal.
Demonstrate ability to perform effectively within a team environment.
Fundamental knowledge of standard word processing software and spreadsheets.
Strong Customer Service skills.
Leadership and management skills.
Ability to read and work from blueprints.
Ability to prioritize work and meet deadlines.
Ability to work within stressful situations.
PHYSICAL & ENVIRONMENTAL FACTORS
May have occasion to move parts up to 50 lbs.
Position is based in a Service Center and office environment with approximately 70% of the time in the machine shop, welding area or assembly area. There is the possibility of encountering residues of customers' products.
OTHER REQUIREMENTS
Some travel within the USA to visit customers or other Service Centers; meetings; training.
Occasional requirements to travel outside of the USA to visit customers; training; meetings.
What's in it for you?
We offer a challenging position in an open and friendly environment where we help each other to develop and create value. Your work will have a true impact on Alfa Laval's future success. Our benefits-eligible associates enjoy healthcare, dental and vision plans, a robust wellness program, generous retirement savings program, paid holidays, paid time off benefits, and more. At Alfa Laval, we carefully consider a wide range of factors to determine your total compensation package. We rely on market indicators and consider your specific job, background, skills, and experience to get it right. The base salary for this role is typically $75,000-80,000
