Job Scope
Leads the regional Service and Customer Support needs of customers served. Develops and drives the service business to exceed annual revenue and profit targets. The role will involve direct management of the ICOS and SPTS service support resources and coordinating support from other support orgs to ensure a positive customer experience for Packaging Channel customers across all product lines.
Customer Service
- Build strong customer relationships, establish technical credibility and penetrate at all levels of the customer’s technical organization
- Handles all facets of customer retention and satisfaction including participating in the resolution of customer concerns and defining and developing a customer contact strategy.
- Be proactive with customer management to identify potential areas of improvement and drive resolution (tool or customer service related)
- Coordinate factory support as required (BU, Product Support, Logistics, Sales, etc.)
- Manage local critical issues
Business / Finance
- Forecast and help manage yearly business revenue
- Plan, budget, and manage expenses to enable a balanced profitable service business
- Supports customers and promotes relevant CIPs and product improvements
- Understand all customer related agreements, equipment specifications, and Service Level Agreements
- Work closely with Account managers in the channel to drive P&S objectives (Product and Service)
General
- Analyzes operational processes, escalation procedures, and performs training gap assessments by finding opportunities for service delivery improvements and benefit to the customer / clients
- Liaises between customers and manufacturing, sales, field service, order processing and accounting to resolve status updates, production, delivery and billing inquiries
- Develop a solid understanding of the equipment base at your customer sites.
- Ensures adequate records and systems are maintained
- Track and review equipment, warranty, contract and escalation performance metrics
- Establish strong working relationships with other Business Units, Product Support, Regional Product Support, and Sales personnel
- Ensure all employees receive and maintain proper training
- Conduct performance reviews and appraisals for your team.
- Set clear goals for the team that support overall account goals and objectives
- Promote and role model safety in the workplace
- Adhoc special projects and tasks as requested by Management
Qualifications and Essential skills:
- Minimum Bachelor’s Level Degree and work experience of at least 10 years
- Strong customer orientation and advocacy
- Excellent project management, analytic and organizational skills
- Effectively communicate through writing and presenting in front of Senior Management
- Expertise in critical thinking and leadership with proven abilities in relationship management.
- Ability to work in a fast-paced environment on multiple tasks simultaneously
- Basic financial and budget management skills
- Ability to travel >25%
