Senior Manager, Field Service and Technical Customer Support

Nordson Corporation

21h

About The Position

Nordson Packaging, a global leader in Packaging, is seeking an experienced and highly motivated individual to join our team. We are committed to creating a diverse and inclusive workplace, and we are looking for candidates who share that same commitment. Summary of the role As a member of our team, you will have the opportunity to work in a dynamic and collaborative environment, where your ideas and contributions will be valued and respected. The Service Leader will lead our Internal Technical Support team and our Field Service team. This leader will play a key role in the creation, implementation and overall success of our aftermarket support to include repair, service packages and contracts that support our customers' plant locations.

Requirements

Bachelor’s degree preferred.
Minimum 7 years in experience in Service with some relevant leadership experience
Experience with CRM systems with a preference within SAP, Cloud for Customers (C4C) or Salesforce.
Computer literacy and experience with Microsoft Office products (Outlook, Excel, Word and Power Point) and SAP is preferred
Travel will be anywhere from 50% to 75% across the United States and Canada.
Excellent written, oral communication and negotiation skills along with having the ability to present to leadership, internal stakeholders
Collaborative skills to work with sales, product management, engineering, and other internal groups to execute on Nordson initiatives

Responsibilities

Superior Technical Aptitude along with outstanding project management skills
Comprehend and utilize SAP and C4C to maintain detailed and accurate customer files
Maintains detailed knowledge of Nordson products, technical offering and service offerings that align with customer expectations and NBS Next methodology
Industry knowledge of new markets, changes in existing markets, competitors' activities (prices, service and product changes), and needs for new or redesigned Nordson equipment and or service
Interface with Nordson OEM Leader and TOP Account leadership Team members on newly informed Customer projects to ensure alignment and coordination of unilateral benefits that tie into service and tech support
Build in-depth allied vendor and Customer-centric relationships to maintain existing business and create added value-driven revenue
Routinely update revenue status against plan including current revenue and any needed gap analysis and countermeasures
Align TOP Products with Customer processes for standardization across all customer locations thru Tech Support and Field Service
Train, coach and develop Field Service and Tech Support on new technology offerings to ensure sales of these new products into the market
Routinely spends time conducting VOC to continue to gain customer feedback
Ability to create and sustain relevant reporting to track efforts across both Service and Tech Support that align with NBS reporting structure
Performs other duties as assigned