Job description

Service Department Manager:

We are looking for a detail-oriented service manager to manage our service department and handle customer service interactions, reports, and repairs, and handle project management duties for new machine orders. The service manager's responsibilities include providing the highest level of customer service, developing lasting customer relationships, and managing the service team members. The service manager maintains a strong working knowledge of all industry standards and practices as well as the company's products and services.

We are an industrial equipment manufacturer of centrifuges and other styles or rotational industrial process equipment. Duties will include heading up the Service Department, Project Management, and overall business development of the installed base of customers.

Candidate must have Strong and Effective Communication skills, possesses a strong mechanical background and aptitude, and is customer service driven to lead our service department team.

This role is responsible for sales and customer service responsibilities of our products and services portfolio, that include the aftersales product line and project management of new machine orders, consistent with the values and principles of the Company, including building customer loyalty.

Responsibilities: This key position reports to the company President and will also interface with our European Business Units, Sub-Suppliers, and our Service & Sales department teams.

Key Areas of Responsibility:

• Sales and business development of the Company’s Service Department line of products and services.
• Manages the service department technicians.
• Performs other assigned duties within the Service Department.
• Manage assigned projects and tasks to completion.
• Attend/Communicate with customers to provide customers with comprehensive quotations, job status reports and resolve any conflicts or issues that arise.
• Ensure accurate and complete files are maintained for quotations and projects.
• Ensure that all quotes are maintained in the quote tracking system with complete accuracy.
• Performs other responsibilities associated with this position such as, client meetings, trade show participation.
• Requires some domestic and international travel.

· Excellent selling and strong customer service skills.

· A strong working knowledge of industrial rotational equipment, operations, and mechanical functions.

· Solid knowledge and experience with industrial process equipment.

· Good business acumen.

· Ability to lead and mentor subordinates and provide leadership skills in our specialized repair, parts, and field service environment.

· Excellent communication skills, solid customer service skills, the ability to multi-task, work independently, and a can-do attitude.

· Ensuring that the goals and objectives of the department and company are met in terms of providing world-class service to our customers.

• Drive customer service and support to achieve sales budget.
• Manage time, and customer relationships.
• Maintain sales forecast.
• Participate in team activities and discussions as needed with Management.
• Work closely with the New Equipment Sales team to identify customer needs, sharing of information to ensure both sides of the business have excellent communications to support each other.
• Achieve and continually build technical knowledge of products and services, technologies, operation
• and processes.
• Manage existing sub-suppliers and develop new sub-suppliers when needed.
• Provide product information and training to internal team members as well prospective customers.
• Represent Company’s values to customers through professional presentation, understanding of the

business and of customer needs, and excellent communication and follow through.

• Delegating and directing service tasks, monitoring the progress of current projects, and managing service team members to ensure the team's objectives and sales goals are met.
• Handling customer complaints or concerns quickly and professionally to maintain good customer relationships and ensure repeat customers.
• Assisting with or performing administrative tasks, such as managing and updating invoices, processing new orders, and tracking inventory.
• Resolving service desk problems and improving service methods to increase the service desk's productivity and customer service.
• Monitoring department issues and client complaints to create methods to lessen recurring issues.
• Maintaining strong relationships with sup-suppliers, and vendors.
• Helping to train new employees in company procedures.
• Maintaining a strong working knowledge of industry regulations, restrictions, and laws, ensuring the company's adherence to these regulations, and remaining current on the industry's standards and new innovations, materials, tools, and processes.

ESSENTIAL DUTIES AND RESPONSIBILITIES

§ Has complete management responsibility for our Service Department activities.

§ Project Management of new machine orders.

§ Manage the Service Department personnel.

§ Interact with Customer Service & Sales personnel.

§ Work with the staff, field service personnel, off-site personnel to effectively provide marketing and sales efforts into the marketplace for our products and services.

§ Responsible for organizing, developing quotations to customers for our products and services, to include spare part quotations, end-user training and Process optimization, including maintenance, troubleshooting, our Test Center services, etc.

§ Maintain complete files on customer plants and equipment in relation to service work, purchase history, warranty claims, technical data.

§ Stay current with technology affecting the customer base we serve.

§ Coordinate issuance of Service Bulletins, Quotations and other types of technical literature.

§ Participate in staff meetings and other meetings related to the company and department.

§ Project a positive company image by interacting with fellow associates, customers, and corporate management in a cooperative, supportive, and courteous manner.

§ Follow company policies and procedures at all times.

§ Follow proper safety rules and procedures at all times.

§ Perform other duties as assigned.

Required Skills:

• A demonstrated ability in the following areas:

Ø Strong Sales & Business Development expertise and experience.

Ø Strong technical aptitude background in Mechanical Engineering.

Ø Strong Project Management skills.

Ø Knowledge of industrial process equipment, P&ID’s, technical drawings, materials, and other physical sciences.

Ø Proficient in computer skills; Microsoft Office, Excel, PowerPoint.

Ø Effective communication skills both written and verbal.

Ø Effective analytical and problem-solving skills and the ability to handle multiple task responsibilities.

Ø Working with vendors, field personnel, fabricators, system integrators.

Ø Working knowledge of respective Industry Codes/Standards.

Ø Documented track record of success achieving goals.

Ø Solid organization skills; capable of multi-tasking.

Ø Solid computer skills and ability to utilize company information management databases.

Ø Valid driver’s license.

Ø Valid USA Passport.

Ø Must possess a passion for business, drive, and initiative.

Ø Must be professionally mature, and able to adapt to independent and team-oriented environment.

Ø Demonstrated general business knowledge and judgment.

Ø Utilizes creativity in problem solution, works easily with team partners to solve customer needs.

Ø Ability to coach, train, and develop people as it relates to performance, goals and objectives.

Ø Integrity, keeping commitments to employees, customers, and the company.

Physical demands:

Ÿ Some car travel.

Ÿ Some Airplane travel.

Ÿ Ability to lift up to 50-lbs.

Ÿ Good physical condition to meet job requirements at either Company’s facility or when visiting customer facilities to navigate and move around a customer’s facility which includes climbing up and down different types of stairs, ladders, platforms. Moving within tight spaces, climbing over and under objects/equipment, entry into confined spaces.

Ÿ Ability to handle heights.

Ÿ Ability to meet and pass customers onsite safety, security, and health requirements for entrance into their facilities.

Ability to properly use Personal Protective Equipment when required.

Education & Experience:

• Degree in Mechanical, Electrical or Chemical Engineering.
• Minimum of 3-5 years related working experience.
• Project Management skills experience is a plus.
• AutoCAD skills experience is a plus.
• Troubleshooting, knowledge and experience on repair of Industrial rotational Equipment.

Job Type: Full-time

Pay: $35.00 - $50.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 3 years

Shift:

• Morning shift

Weekly day range:

• Monday to Friday

Ability to commute/relocate:

• Swedesboro, NJ 08085: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Technical project management: 3 years (Preferred)

Work Location: One location

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