Launch & Service Manager

Job Description

Job Description

Overview:
The Launch and Service Manager is responsible for leading and coordinating all customer site activities, ensuring projects are completed on time, within budget, and under safe working conditions. This role integrates launch responsibilities with post-installation service and support to ensure seamless transitions, optimize equipment performance, and maintain customer satisfaction. This involves oversight of equipment installations, commissioning, and ongoing service management to deliver high-quality outcomes. A strong focus on customer relationship management and development is integral to the position, ensuring long-term partnerships and trust with clients.

Key Responsibilities:

• Leadership and Team Coordination
  1. Maintain a leadership role within cross-functional teams to ensure successful installations and post-installation support.
  2. Communicate required resources to execute installations and service tasks, ensuring proper staff availability.
  3. Mentor and develop team members, fostering a culture of continuous improvement.
  4. Lead by example in promoting collaboration and accountability within the team
• Safety and Environment
  1. Ensure a safe and clean working environment by adhering to TAS and customer safety protocols.
  2. Promote and enforce compliance with safety standards across installation and service operations.
  3. Conduct safety audits and provide training to ensure adherence to best practices.
• Launch and Installation Management
  1. Plan and oversee the execution of equipment installations, ensuring alignment with project goals and timelines.
  2. Review layouts concerning labor, floor space, workflow, and overall efficiency.
  3. Manage Open Issues lists and provide regular updates to department directors and program managers.
  4. Evaluate and assist in design changes and specifications based on customer feedback.
  5. Coordinate with procurement and logistics teams to ensure timely delivery of required materials.
  6. Planning of job box and kit requirements.
• Service Management
  1. Oversee the ongoing maintenance, troubleshooting, and repair of installed equipment.
  2. Develop and manage service schedules to ensure timely and effective support.
  3. Establish and maintain processes for warranty claims and resolution, collaborating with quality and engineering managers.
  4. Implement service tracking systems to monitor performance metrics and identify areas for improvement.
  5. Build strong customer relationships by providing responsive and reliable service, ensuring satisfaction and repeat business.
  6. Assist Program Managers in reviewing, communicating, and scheduling warranty claims.
  7. Ensure all warranty claims are resolved promptly and communicated to the quality and engineering managers.
• Customer Relationship Management
  1. Foster long-term relationships with customers through consistent communication and high-quality service delivery.
  2. Act as a trusted advisor, understanding customer needs and providing tailored solutions.
  3. Conduct regular customer satisfaction surveys and use feedback to improve services.
  4. Develop strategies to enhance customer loyalty and address any concerns proactively.
  5. Represent the company at customer meetings, industry events, and conferences to promote services and build networks.
• Customer Interaction
  1. Attend meetings with customers to present data, gather feedback, and ensure satisfaction.
  2. Serve as the primary point of contact for service-related inquiries and escalations.
  3. Proactively communicate service metrics and recommendations for improvement.
  4. Provide training and support for customers on equipment usage and maintenance.
  5. Evaluate and assist in design changes and specifications based on customer feedback.
  6. Develop user guides, training materials, and service documents to support customer understanding and equipment operation.
• Project and Resource Management
  1. Establish priorities, set goals, and assign tasks to ensure the completion of installation and service projects.
  2. Maintain meticulous records of all service reports, redlines, issue lists, and cost updates.
  3. Manage budgets and resource planning for both launch and service activities.
  4. Balance multiple projects simultaneously, meeting deadlines and adapting to changing circumstances.
  5. Use project management tools to track progress and ensure alignment with objectives.
  6. Work closely with the program management team to maintain scope and negotiate site-related engineering changes.
  7. Assist Program Managers in reviewing and communicating third-party issues.
  8. Create and maintain detailed documentation for installations, service activities, and project updates to ensure traceability and knowledge sharing.
• Technical Proficiency
  1. Apply advanced knowledge of machine build, assembly integration, and installation.
  2. Leverage tools and software for effective project and service management, including Microsoft Office and specialized systems.
  3. Stay updated on industry trends and emerging technologies to improve service delivery.
  4. Demonstrate strong technical writing skills to produce clear, accurate, and professional documentation, including service reports, installation procedures, redlines, and customer-facing materials.

Qualifications & Experience:
Any combination of education and/or experience providing the required skills and knowledge for successful job performance will be considered. Typical qualifications would be:

• Bachelor’s degree in Manufacturing, Industrial Engineering, Business, or a related field preferred
• Minimum of 5 years of experience in site installation, integration, or customer plant environment
• Minimum of 3 years of experience in a leadership role overseeing equipment installations and post-installation support
• Demonstrated experience in planning, budgeting, and resource management for installation and service activities.
• Proven track record in customer relationship management and business development
• Ability to travel extensively to customer sites, 80 – 95%

Supervisory Responsibilities:
None

Key Skills & Abilities:
The ideal candidate must be a rigorous analytical thinker and problem solver with the following professional attributes:

• Leadership and team building
• Effective communication and interpersonal skills
• Effective problem solving and decision-making capabilities
• Ability to manage complex projects and deliver results under pressure
• Customer focused mindset with a commitment to delivering exceptional service

What we offer:
In AIR, we offer a comprehensive benefits package to support our employees' well-being and professional development, including flexible work arrangements, health insurance contributions, company bonus, maternity and paternity leave, pension plan, training support, and various wellness initiatives.

About AIR:
Established 2023, Automated Industrial Robotics Inc from Los Angeles, USA and funded by ARES Management private equity group, AIR is a trusted automation partner empowering our customers to innovate, produce and scale through technology-enabled manufacturing. Our five-hundred-person world-class team operates across 350,000 sq ft of advanced manufacturing space in four facilities spanning America and Europe. With centralized engineering, technology and support, we deliver transformative automation solutions that increase quality, production and efficiency.

This job description is intended as a summary of the primary responsibilities and qualifications for this position. It is not exhaustive and may be subject to change.

AIR is an Equal Opportunities Employer