Installation & Service Manager

This role is in support of Cencora's veterinary and livestock production solutions marketed through our MWI Animal Health business. MWI Animal Health is a leading brand of Cencora, offering animal health services globally.

The Installation & Service Manager is responsible for overseeing the installation, training, service, and support of Micro Weigh Systems (MWS), Pro Control Batcher, Pro Control Parlor, Dairy Chemical Mixer (DCM), and Water Treatment. A primary focus of this role is developing and maintaining a highly skilled, efficient, and scalable team that can meet the increasing demands of a growing customer base while consistently delivering exceptional service. The Manager must ensure the team is equipped with the necessary training, tools, and processes to operate at peak performance, while fostering a culture that embraces change and continuously optimizing workflows to drive efficiency, adaptability, and innovation.

This role also plays a critical part in ensuring that MWI Production Animal Operations is recognized as the employer of choice, fostering a positive, supportive work environment that attracts and retains top talent. Collaboration is key, as the Manager must work closely with other teams to understand customer needs, respond to evolving demands, and align support efforts with broader organizational goals. The Manager is also responsible for establishing and monitoring KPIs that measure team performance, customer satisfaction, and operational efficiency, holding the team accountable to these metrics. Additionally, they must remain open to change by continuously evaluating and integrating new technologies, tools, and processes to enhance the team's capabilities and maintain a competitive edge in service delivery. This role is critical to ensuring the team is prepared to scale efficiently, adapt to change, and deliver outstanding service as customer needs and industry trends evolve.

• Lead the Automation Integration and Support teams that are responsible for installing, training and supporting all Automation systems

• Think strategically to improve our service and training, enhancing the customer experience. Continuously evaluate and improve service and training programs to align with evolving customer needs and industry standards.

• Work closely with Software Integration, Sales, Technology and Development teams in understanding customer needs to implement hardware and software to meet customer expectations

• Enhance training programs for employees and clients by expanding virtual training opportunities and developing SOPs to streamline and accelerate learning. Focus on cross-functional roles and leveraging technology to shorten the learning curve.

• Office to field ratio is 80/20

• Manage team resources to meet demand and enhance throughput capabilities.

• Establish and enforce customer service standards and procedures for entire team.

• Improve service quality results by conducting surveys with MWI customers and studying, evaluating, and re-designing processes.

• Facilitate positive interactions with customers to resolve issues in a timely manner and ensure client satisfaction

• Monitor key performance indicators, service metrics and other business data to identify opportunities for improvement and ways to improve costs and efficiency

• Maintain clear and effective communication with the service team, customers, and management.

• Prepare reports on department performance, including metrics, customer feedback, and service issues.

• Provide guidance and support to team, including troubleshooting complex issues and ensuring proper installation, maintenance, and repair of equipment and software.

• Oversee accuracy and accountability for teams' inventory of parts, tools, and equipment.

Experience:

• Experience in MWI Field Service is preferred but not required.

• Experience managing and leading a team of managers and direct reports

• Must be proficient in Microsoft Office (Word, Excel, PowerPoint)

• Experience in Inventory Management, KPIs, and other service platforms is preferred but not required

• Must be familiar with MWI Production Animal technology platforms and customers

Education:

• 4-year bachelor's degree, or relevant years of experience within the field is required

We provide compensation, benefits, and resources that enable a highly inclusive culture and support our team members' ability to live with purpose every day. In addition to traditional offerings like medical, dental, and vision care, we also provide a comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness. This encompasses support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave. To encourage your personal growth, we also offer a variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities, and much more. For details, visit https://www.virtualfairhub.com/cencora

Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.

The company's continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory.

Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email hrsc@cencora.com. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned