Responsibilities:

• Manage a team of internal service staff to support internal service business operations and set priorities for efficient resource allocation
• Establish Key Performance Indicators (KPIs) as well as Visual Management and regularly review internal service processes and implement improvements to ensure efficient, high-quality service delivery
• Maintain quality service by enforcing quality workmanship and communication standards through adherence to company standards and policy
• Responsible for recruiting, retaining, and developing talent as well as assessing performance
• Act as a point of contact for service cases for both internal teams and external customers including cross functional collaboration with operations, technical support, field service teams, and sales
• Support strategies for improvement of field & internal service offerings and provide input on new product development and enhancements, especially from a serviceability and support perspective

QUALIFICATIONS:

    

Critical Success Factors: (List of competencies/behaviors needed for this position)

• Ability to manage dynamic competing priorities and improve and implement structured processes to deliver on goals of the internal service business
• Willingness to go above and beyond in supporting customers and Win as a Team
• Exhibited the traits of an Ideal Team Player (Humble, Hungry, People Smart)
• Is data driven and utilizes data in decision making as well as in problem solving
• The candidate should be flexible, working within and without the main area of responsibility to help the company solve problems and address issues when asked
• Acts with a sense of urgency in all aspects of the job and models this behavior for the team

Required Skills/Experience: (List of required skills and experience to perform this position)

• 5+ years of technical experience
• Previous management and team development experience
• Standard process adherence, tracking and improvement execution
• Demonstrated cross functional collaboration capabilities
• Excellent verbal and written communication skills, with strong interpersonal skills
• Sets positive example for reports, peers, and others in conduct, attitude and behaviors
• Experience with data aggregation, analysis, and communication, utilizing tools such as Microsoft Excel

Education (List of required Education, Certifications, Training)

• AS or BS Degree in a STEM field (Science, Technology, Engineering, Mathematics) or combination of education and experience

Travel Requirements

• Up to 10% overnight travel required

Key Relationships:

Individuals in this position will have ongoing interaction and communications with the following:

• Services Manager
• Technical Support Supervisor
• Service Technicians
• Field Technicians
• Sales Team
• Services Scheduling Associate
• Operations Leaders

ABOUT XOS:

XOS is a leading manufacturer of application-specific X-ray analyzers, offering elemental analysis solutions that improve public safety and customer efficiency in industries like petroleum, consumer products, and environmental compliance. For petroleum applications, XOS offers portable, lab, and process analyzers with unrivalled precision at the push of a button. XOS also offers High Definition XRF (HDXRF©) analyzers for the detection of toxic elements in consumer products, such as toys and apparel and areas of environmental regulation, like soil and water. XOS’s advanced optics and OEM sub-systems can increase precision, speed, and spatial resolution, while decreasing the size, complexity, and cost of the instrument.  XOS: Better Analysis Counts.

US ONLY: 

The below range reflects the range of possible compensation for this role at the time of this posting. We may ultimately pay more or less than the posted range. This range may be modified in the future. An associate’s position within the salary range will be based on several factors, including, but not limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, any collective bargaining agreements, and business or organizational needs.

The compensation range for this role is $75000 - $90000 USD per year. 

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