Director, Service Center Repair Operations

Metso - Mesa, AZ

Full-time - Senior

Hybrid - Mesa, AZ

10,001+ employees

Repair and Maintenance

About the position

The Director, Service Center Repair Operations will oversee the daily operations of the Repair Center, ensuring safety, quality, efficiency, and profitability. This role involves managing personnel, facilitating exceptional customer service, and achieving both financial and non-financial targets. The position is based in Mesa, AZ, with flexible working arrangements and limited travel requirements.

Responsibilities

• Lead Repair Operations by overseeing all repair activities in Service Centers, ensuring safety, resource management, performance, and customer satisfaction.
• Ensure compliance with Metso's processes, focusing on brand requirements, training principles, and effective use of digital tools (RMS, SAP).
• Promote a proactive safety culture, ensuring compliance with legislative and Metso HSE standards.
• Develop resource capacity and utilization, ensuring the team is adequately staffed with the right skills and building competency as needed.
• Oversee monthly, quarterly, and annual sales and costs, managing financial targets and budgets.
• Implement security measures, audit paperwork and inventory, and handle damaged merchandise appropriately.
• Participate in sales meetings to understand the pipeline, upcoming repair workload, and promote repair offerings.
• Manage the overall repair business in the USA, including third-party repairs and operations at Metso's facilities in Hibbing & Salt Lake City.

Requirements

• Bachelor's Degree in Engineering or Business (or equivalent experience).
• 4-7 years of relevant managerial or service operations experience.
• Strong decision-making, problem-solving, leadership in a workshop environment, and advanced communication and interpersonal skills.
• Effective customer service skills.
• Experience with ERP/SAP systems.
• OEM maintenance/service experience and previous experience in industrial maintenance.

Benefits

• Occupational healthcare
• Generous benefits plan
• Healthy living rewards
• Mental well-being services
• Engagement surveys
• Global incentive program tied to business and performance targets
• Hybrid working possibilities
• Extensive learning opportunities including ongoing growth dialogues, internal mobility, mentoring programs, and education assistance
• Worldwide support through a network of peers.