Lead department production activities through planning with lab team leads to ensure that service turn times, productivity levels, and business objectives are accomplished. Communicate frequently and effectively with calibration staff and customers. Establish and maintain communication vehicles such as KPI dashboards and employee stand-up meetings. Drive improvements in safety, performance, efficiency, and quality metrics. Meet corporate, divisional and lab goals and objectives and customer requirements through the effective management of the Calibration Laboratory staff, effective communication, and teamwork with local laboratory sales and corporate support staff. Utilize excellent customer service skills, in person and via phone and video. This position may include direct report responsibility of Technicians. Responsibilities Essential Duties and Responsibilities • Develop and implement strategies for maintaining adequate staffing levels, capacity planning, and controlling workflow to meet customer needs and company goals. • Act as a change agent within the calibration lab to identify, lead, support, and implement lean service methodologies. • Model the Company's values to influence others to perform in an aligned manner. • Facilitate and lead cross-functional interaction to drive decision making, remove road blocks, and bring resolution. • Maintain a work environment in accordance with 5S and Safety requirements. • Timely communicate with senior management regarding urgent and important matters. • Develop and/or manage KPIs to ensure performance, service, quality, and cost goals are achieved. • Ensure technicians receive necessary technical information in a timely manner, including, for example, pending datasheets, to ensure technicians can perform quality calibrations properly and efficiently. • Monitor productivity results and provide timely, accurate, and constructive feedback and recogonize high performance. • Partner with on-site coordinator, Lab Administrator, and Sales to meet on-site commitments while maintinaining depot demand. • Review and provide preliminary approval of capital and purchase requests. • Administer compliance with all company, customer, and governmental policies, procedures, and standards and take corrective action(s) when necessary. • Ensure training and development plans are in place and communicated to technicians to drive performance improvement and technician career progression. • Provide on-going assistance and direction to staff relative to Company's services. • Complete and deliver accurate, thorough, and prescriptive employee performance reviews on the required timeline. • Establish and maintain positive customer and employee relationships, including modeling and facilitiating teamwork within the laboratory and with sales staff. • May be responsible for lab management and operations oversight in Service Manager's absence. • Other duties as assigned. Qualifications Education and Experience Required: • Bachelor's Degree from accredited four-year college or university, preferably in a technical field or the equivalent combination of education and experience • Proficiency with Microsoft Office computer software including Word, Excel, and Outlook • Advanced organizational and time management skills Preferred: • Commercial calibration experience • Lean Six Sigma or Project Management Certification or equivalent • CCT or CMT Certification • Previous experience or training in electronics or machining • Familiarity with basic hand tools • Extensive statistical background • Experience in PMEL, PME, TMDE, Metrology, Calibration, ASQ CCT, METCAL, GPETE, Electronics, GCAMS or Avionic