Aftermarket Services Manager

Responsible for managing the division’s Customer Service Department. This leadership role is critical in ensuring team members quickly and efficiently respond to inbound support issues, and that the issues are resolved as quickly as practical. The successful candidate will play a direct role in supporting customers by handling incoming requests for service and support in addition to managerial duties. The role also involves refining processes and procedures, while reporting on results, to exploit opportunities and address weaknesses in our drive to our goal of 100% customer satisfaction.

• Supervise day-to-day operations in the Customer Service Department
• Respond to customer service issues in a timely manner, recognizing and elevating critical issues to the cross-functional team of engineers, production, and managers when appropriate
• Ensure quick response to quote requests
• Create effective customer service procedures, policies, and standard work practices
• Develop customer satisfaction goals and coach and encourage team to meet these regularly
• Document critical customer service activities and discussions using Salesforce CRM
• Assess service statistics, report on improvements, challenges, and opportunities
• Hire and develop / plan training for new customer service agents, application engineers, and service technicians
• Delegate and directly support customer requests as necessary, including but not limited to providing product information, order status(s), tracking information, price, availability, lead-time, expediting, order entry, etc.
• Serve as resource to others in the resolution of complex problems
• Occasional <10% travel as needed to resolve customer issues on-site
• Duties will reflect substantial variety, flexibility, and complexity

• Experience working directly with powder compaction equipment required
• Five (5) years’ experience in a customer support/service, application engineering, management or similar role a plus
• Proficiency in Microsoft Office Software suite
• Outstanding written and verbal communication skills
• Good understanding of management practices and technique
• Excellent leadership and interpersonal skills