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Repair Service Manager

Shaper

Shaper

San Francisco, CA, USA
Posted on Wednesday, May 8, 2024
Based in San Francisco with offices in Stuttgart, Germany, Shaper was founded in 2012 with a mission of developing a revolutionary line of computer-augmented power tools, beginning first with a handheld CNC router called Origin. Today, Shaper supports thousands of woodworkers and craftspeople around the globe with the simple approach of developing tools to meet users' needs, rather than expecting users to conform to the tools.
We’re looking for an exceptional Repair Service Manager with five or more years of experience to join our Operations team.
About this role
As Shaper’s Repair Service Manager, you will be responsible for leading, managing, and growing Shaper’s Service Team and Shaper’s service capabilities. This includes management of Service Technicians to ensure they are fully trained on proper operating procedures and that their time is fully utilized. You will be responsible for tracking and reporting various key metrics such as: Service Center output, top field issues, inventory levels, RMA levels and trends, etc. You will be responsible for working closely with engineering to ensure proper troubleshooting and repair documentation is in place and that the documentation is revision controlled and appropriately organized. You will develop and implement processes for NPI (New Product Introduction) to ensure products are Serviceable immediately after product launch.
Where You'll Work
You’ll join our team in our new workspace in San Francisco's SoMa district. You’ll have access to our 5000 square foot workshop which is fully kitted out with all the woodworking machinery you could ever wish for (including Origin). This role will be on-site at our San Francisco office. This role could involve travel to repair facilities in Europe up to 10% per year.

The Job

  • Lead Shaper’s Global Service Team and train Service Technicians on all aspects of the RMA Process.
  • Lead and maintain Shaper’s RMA process from initiation to resolution and ensure prompt and accurate repair of customer units.
  • Track output data to ensure technicians are fully utilized.
  • Conduct weekly or biweekly team stand-ups to review weekly output data to ensure output targets are met.
  • Develop and implement Service processes for NPI (New Product Introduction) to ensure new products are immediately serviceable at product launch.
  • Collaborate with Engineering to establish, write, and maintain troubleshooting and repair SOPs (standard operating procedures).
  • Organize Service documentation and create a revision control process and ensure it’s maintained and followed.
  • Work with stakeholders to establish key Service reporting metrics and monitor them and report (in the appropriate format and frequency) to stakeholders.
  • Gain insights from the data to enhance efficiency of Shaper’s Service capabilities.
  • Develop processes for regular RMA equipment servicing and make sure there is appropriate redundancy in specialized or long lead-time equipment to minimize downtime.
  • Manage recalls and track and report in-field quality issues to the appropriate stakeholders (Leadership Team, Engineering etc.)
  • Track inventory and work directly with Procurement to place orders for spare parts and track usage data to ensure adequate inventory for all components.
  • Keep a Service price-list up to date and ensure there is parity across regions and that it’s communicated to Customer Service.
  • Use Service Data to anticipate and plan for future expansions and contractions to our Service Capabilities - i.e. ensuring we have adequate physical space and labor in place at the right times.
  • Develop service strategy for unique products that might not fall into a typical-to-Shaper service workflow.
  • Travel as needed (up to 10% per year) to Shaper Service Centers or other related locations.
  • Project manage various Service-related initiatives, such as optimizing Service Center locations and integrating Shaper Service processes into ERP, where appropriate.

You

  • 3+ years of industry experience working as a Repair Service Manager or similar role
  • Solution-oriented go-getter with a strong bias toward action and proactivity.
  • High degree of flexibility supporting multiple projects of varying complexity and priority and ability to manage competing priorities in a data-driven and results oriented manner
  • Demonstrate outstanding resourcefulness, critical thinking skills, and self-motivation. You are a hands-on problem solver and have a passion for understanding.
  • Experience working with PDM, ERP, and PLM Systems.
  • Extremely competent at repairing electro-mechanical systems and robotics. You can quickly understand and apply inputs from engineering and can understand technical documentation (2D drawings, GD&T, assembly drawings etc.)
  • Excellent knowledge of JIRA or comparable ticket tracking systems
  • Process-oriented and organized and are excited about organizing
  • Excellent written and verbal communication skills and are detail-oriented in your documentation.
  • Experience working with PDM, ERP, and PLM systems
  • You have experience with metrics reporting to leadership and utilize metrics and data to facilitate continuous improvement.
  • You have excellent interpersonal skills and excited about working in a global team (accommodating multiple timezones)

Bonus Points

  • You love woodworking and/or robots
  • You speak fluent German

What We Offer

  • Take what you need vacation and sick leave policy
  • Generous medical, dental, and vision benefits for employee and dependents
  • Generous parental leave
  • 401k plan with matching
  • Employee discounts on Shaper’s products and our partner brands
Important Note
Although we do our best to list everything we are looking for in a candidate, we are very likely missing skills and/or attributes that could make you a great fit for the role. Research has shown that women and other marginalized groups are less likely to apply if they don’t clearly meet every requirement. This means we both might miss out on a great opportunity—it never hurts to take a chance and apply!