Brand Overview

BURNDY® is a global organization known for their pioneering work in the manufacture of electrical connectors, fittings, and tools for the Renewable, Data Center, Utility, Telecom and contractor markets. As a US-based company, we take pride in our exceptional customer service, the industry’s highest quality products and our ability to develop new innovative products to serve the needs of our markets. At Burndy, we continue to invest in our business providing the foundation for continued profitable growth while providing a desirable employee culture for future development and opportunity advancements.

Posting Address

Position can be located either Littleton, NH or Manchester, NH

Position Overview

The Tooling Service Product Manager will be responsible for managing Tooling service employees, the warranty/return/repair process, Authorized Repair Centers (ARC) and inventory with the intent to (1) deliver excellence in service and (2) meet/exceed top line revenue and operating profit targets.

This position requires prior experience and exposure to the manufacturing environment. The candidate must possess the ability and desire to provide the highest level of customer service, develop internal and external customer relationships while managing the service team in Littleton, NH and authorized tool repair centers across the US. This role also requires the Manager to be an active participant in information sharing geared towards continual improvement in service, workmanship and quality. Therefore, attention to quality, service levels, process improvements and training will be the overarching responsibilities of this Manager.

Travel is expected to be minimal but a function of the candidate’s proximity to Littleton, NH (manufacturing site). It is expected the Manager be present in the Littleton facility a min of 2-3 days/week and while auditing repair centers on a periodic basis.

This role will report to the Director/VP of the Tooling Product Line Business Team (PLBT).

Duties and Responsibilities

• 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 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.
• Make semi-annual 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 servicing.
• 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.

Skills and Experience

• Bachelor’s degree (B. S.) from four-year College or university; and four to eight years related experience and/or training; or equivalent combination of education and experience preferred.
• 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 teampreferred
• Communication Skills: Strong written and verbal communications skills.
• Computer Skills: Strong Microsoft Office, e-mail, ERP and other PC application skills. SAP knowledge a plus.
• 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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Education