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Service Delivery Manager

Company: NSG/Pilkington
Location: Livonia
Posted on: November 23, 2022

Job Description:

Job Title: Service Delivery ManagerLocation: Livonia, MI 48150Shift: Monday - Friday 8:00 am - 5:00 pm with overtime availability according to site needsSalary Range: $60,000 - $70, 000 - Negotiable based on experienceNSG Group/Pilkington is a highly acclaimed international organization. We are the world's leading supplier of glass and glazing systems to the automotive and building sectors. Pilkington Automotive Glass Replacement (AGR) provides OEM quality glass products to auto glass replacement professionals throughout the United States, with markets extending into Canada and Mexico.The Group operates in three main sectors: Automotive serves the original equipment, aftermarket replacement and specialized transport glazing markets, architectural supplies glass for buildings and Solar Energy applications, and technical Glass products include very thin glass for displays, lenses and light guides for printers, and glass fiber, used in battery separators and engine timing.The Service Delivery Manager ("SDM") manages all aspects of operations in their designated Service Center, with a strong emphasis on Customer Service and profitable growth. The SDM will also support the Market Manager in delivering Sales Growth, with a particular focus on the 'Tailgater' segment of their respective market. The SDM will work collaboratively with other areas of the business to ensure a positive involvement in Supply Chain Planning, Training and Development, Receivables, Safety, Quality and Procurement.The SDM will manage personnel in their designated Service Center area to ensure that industry-leading levels of service are delivered to help maintain and acquire Customers within their designated area. The SDM is an experienced manager with a proven track record of gaining credibility from his / her team and customers, using a collaborative approach to drive process improvement and results.Primary Duties:Re-enforce a safety-first mindset and ensure regulatory compliance. Drive initiatives and a culture that delivers service quality, Employee engagement, Sales, and MOP.Continuously engage with customers to understand the needs of the Customer and develop and execute actions to meet and exceed these expectations.Support the development of new business as well as grow the number of clients for AGRNA with a specific focus on 'Tailgater' CustomersManage local resources to meet or exceed Service Center sales targets and margin targets as well as manage costs to optimize efficiency.Focus on the retention and development of Customers and Employees.Maintain staffing requirements, hire and train new staff in line with the annually approved operating plan or agreed exceptions to this plan.Monitor staff performance, oversee employee goal and objective setting. Conduct mid-year and year-end performance reviews. Assist staff in overcoming obstacles to accomplishment of work objectives.Ensure current business processes are delivered in line the JSOX and QMS and propose changes for improvement to Line Manager.Ensure inventory is managed in line with Business and JSOX procedures and guidelines.Manage their respective teams to ensure KPI's are met and participate in periodic performance reviews and be prepared to provide variance analysis for their Service Center as well as gap closure responses relating to operational and financial measures.Meet annual operational and financial goals and objectives for the Service CenterAdherence to NSG/Pilkington Standards of Business Conduct and its Values and PrinciplesOther duties as assigned by the Market ManagerQualifications Required:Knowledge and Skills:Strong leadership, interpersonal, verbal and written communication skills requiredRequired proficiency with Microsoft Office Applications (Word, Excel, PowerPoint, Outlook, and Internet Explorer)Strong focus on Customer while meeting operational objectivesExperience with Profit and Loss (P&L) managementFamiliarity with computer-based inventory control systems and inventory managementProficiency in the English language (verbal and written)Proactive, innovative problem-solving skillsHigh energy, self-starting individual with ability to balance multiple priorities simultaneouslyExperience with managing a team of people (5 people at the San Diego site)Experience managing a fleet of vehiclesEducation and Experience:BS/BA degree and 3 years supervisory experience or 5+ years' supervisory experience without a degree or significant experience (7+years) with the Aftermarket Glass Replacement industry along with demonstrated leadership abilities required.Other Requirements:Without assistance, must be able to lift up to 70 poundsAbility to operate a forklift, order picker, and basic hand toolsThis position could require travel up to 15% of the time based on business need including overnight travel.Must have valid driver's license.Must have and maintain acceptable MVR (Motor Vehicle Report) as defined by safety requirementsQualifications Desired:Previous PNA or glass industry experienceBenefits and incentives:Medical, dental, vision on the 1st of the month following 60 days of employmentFlexible Spending Account (FSA) or Health Savings Account (HSA) Options401k retirement plan with a generous matchEmployee life insurancePaid HolidaysPaid Vacation based on length of serviceTuition reimbursementScholarship programsAnd More!NSG Group/Pilkington is an equal opportunity employer; M/F/D/V encouraged to apply. Qualified candidates will receive consideration without regard to age, race, color, religion, gender, sexual orientation, disability or national origin. Applicants are encouraged to confidentially self-identify when applying.

Keywords: NSG/Pilkington, Livonia , Service Delivery Manager, Executive , Livonia, Michigan

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