Manager - Aftermarket Sales and Service - Columbia/Okura

Columbia Machine World Headquarters•Vancouver, WA

1d•$93,000 - $146,651•Onsite

About The Position

Management of all Aftersales activities to provide exceptional customer service and support resulting in delighted customers who are "promoters" of Columbia/Okura products and services. The successful candidate will be a responsive and organized "customer facing" company representative, capable of advance planning and resource management to effectively install and commission new product systems and solving technical field service problems in a competent manner. The role involves P&L management of all Aftermarket Sales (Retrofit Modifications, Service Part Sales, and Technical field support services); and management of the resources responsible for performing these tasks (including regional field based technicians and office based support staff). Other key roles involve overseeing the development, population and utilization of a Knowledge management database and the development and implementation of a Maintenance Agreement program to provide annual Customer Service and Preventative maintenance.

Requirements

Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
Knowledge of A-B PLC platforms and software RSLogix 5000/Studio5000
PLC Programming and OXPA software
AutoCAD
Analytical/Problem Solving
Project/Process Management
Excellent listening and communication (verbal/written)
Critical Thinking Skills
Leadership/People Management Skills
Computer/Technical
Reading Technical/Mechanical Drawings
Reading Electrical Schematics
Clerical/Secretarial skills
Lead a remote technical workforce in a consistent and competent manner
Provide a collaborative approach to solve customer issues and manage resources
Possess an energetic and resourceful contributor with strong critical thinking skills, with a positive “can-do” attitude
Provide superior attention to detail and continually striving for business excellence
Capability to work calmly and effectively under pressure
Work well with others in a team atmosphere
Provide a respectful work environment for others
Engineering and/or Business Degree or equivalent experience required
Background in Electro/Mechanical systems desired
Supervisory/Project/Management experience required
Five plus years professional experience required

Responsibilities

Ensures customer satisfaction by coordinating department resources and following up on work results to provide exceptional customer service and responsiveness.
Maintains adequate staffing levels and schedules employees to meet customer expectation of 24/7 service coverage.
Communicates effectively to keep interested parties apprised of project and/or problem resolution status.
Travels to customer’s facility when appropriate (up to 25%)
Trains customer service team to resolve customer problems by investigating and evaluating complaints and claims, following up with customers, and collaborating to provide innovative technical solutions and strategies.
Oversees knowledge management and technical competence to insure staff has access to historical solutions and diagnostic experience to assist in the resolution of new field problems.
Drives parts and retrofit sales by communicating value to established customers, developing and executing the retrofit sales program, and encouraging customer service staff to actively support parts and retrofit sales.
Achieves financial objectives by preparing an annual budget, scheduling expenditures, analyzing variances, initiating corrective actions.
Oversees preparation and distribution of customer service reports and resolves discrepancies by collecting and analyzing service information and consulting with other managerial personnel.
Directs employees respectfully by maintaining good communication, promoting problem solving, assigning responsibilities, and training and mentoring employees.
Improves organizational performance by selecting and developing employees.
Communicates expectations, plans and monitors job results, provides coaching, and enforces policies and procedures as needed.
Maintains confidentiality and provides constructive periodic reports to employees on their performance.
Organizes technical data by defining, communicating, and enforcing knowledge retention standards, identifying reusable core technologies, and analyzing future applicability of complaint resolution information.
Continuously improves operating efficiencies by participating in cross-functional teams, eliminating non-value-added activities and documenting processes and procedures.
Maintains professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, and participating in professional societies.
Participates in the development of SOPs and SWIs and providing training to execute work practices.