Service Manager - Duncan, United States - Openwork

Description

Openwork has partnered with a company located in Duncan seeking a Textile Service Manager for the United States servicing primarily the Southeast and New England.
Salary/Schedule: $70,000-$85,00/year working Monday - Friday 8:00 a.m. - 5:00 pm. Relocation Fees possible
The job functions are:

• Generate revenue by assisting the sales team in soliciting and obtaining orders
• Understanding interpreting technical product requirements
• Providing sales and technical product information to potential and existing customers
• Assisting in developing and maintaining customer accounts
• Sustain customer satisfaction by providing problem-solving resources for the textile division

This position supervises Field Service Technicians
This is a global mechatronics solution provider This company partners with customers in nearly every industry to provide comprehensive solutions with long-term support.
ROLES & RESPONSIBILITIES:

• Managing the service team on daily basis.
• Guardian of our first-class service policies.
• Ensure that all activities are properly recorded in CRM according to the rules set by the PUs.
• Resolving the customer questions and complains by analyzing the situation with great efficiency.
• Promote the sales of our services; spare parts; preventive maintenance; training; etc.
• Coordinate with the sales team and different department within the division.
• Keep track of the spare parts use for service.
• Manage spare parts inventory level and re-order points.
• Stay informed about activities in the customer service field.
• Monitor the service team technical skills and organize training to keep up with product evolution.
• Stay up-to-date and informed about company equipment; latest services; spare parts requirements.
• Maintain and report financial service and spare parts activities.
• CRM database management, consists of but not limited to:
• Manage and keep current customer accounts in CRM.
• CRM data entry of Service Requests (SR); Service Orders (SO); Parts Movements; Installed Base.
• Manage different Field Service Reports, Installation and Equipment Modification Reports in CRM.
• CRM onboarding of new Service Supervisors; FST; or Customer Service employees
• Other CRM service-related tasks not mentioned.

Experience:

• Quality and customer service driven to consistently satisfy internal and external customers.
• Must be able to use critical thinking and problem solving to resolve customer issues.
• Multi-tasking
• Self-motivated, proactive, and resourceful
• Positive, professional attitude
• Problem solving abilities.
• Establishes and maintains effective working relationships based on mutual trust, respect, and cooperation with manager(s), co-workers, customers and/or vendors.
• Reacts quickly and adapts to changes in priorities, circumstances, and direction.
• Excellent technical writing and communication skills.
• Ability to read and interpret electrical, mechanical prints and related technical documentation.
• Ability to effectively use a PC and Microsoft Office applications.
• SAP experience preferred.
• Must enjoy working with customers on the phone and through email.
• Must enjoy working with overseas production unit contacts.
• Must be able to shift between projects and to prioritize project importance.

Education:

• Mechanical or electrical bachelor's degree or +5 years of mechanical service management related experience.
• Company offers a highly competitive compensation and benefits package, an excellent work environment, extensive training, technologically advanced products, and growth potential.