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Sub-Regional Customer Service Manager

4 months ago

Pasadena, United States Flowserve Corporation Full time

Flowserve is a world-leading manufacturer and aftermarket service provider of comprehensive flow control systems. Join a company whose people are committed to building a more sustainable future to make the world better for everyone. With 16,000+ employees in 50+ countries, we combine our global reach with local presence. Our team challenges themselves to approach each situation with ingenuity and creativity to help provide our customers with the most innovative flow control products and services. We support 10,000+ customers worldwide, creating products to meet the needs of our customers who are supplying energy, fresh water, pharmaceuticals and other essentials to consumers, businesses and governments globally. We invite you to put your talents and career in motion at Flowserve.

Company Overview:

If a culture of excellence, innovation and ownership is what you’re searching for, consider putting your experience in motion at Flowserve. As an individual contributor, or as a leader of people, your enterprise mindset will ensure Flowserve’s position as the global standard in comprehensive flow control solutions. Here, your opportunity for professional development and industry leading rewards will be supported by our foundational commitments to the values of people first, integrity and safety. Thinking beyond opportunity and reward, at Flowserve, we are inspired by working together to create extraordinary flow control solutions to make the world better for everyone

Flowserve is a world-leading manufacturer and aftermarket service provider of comprehensive flow control systems. Driven by our Purpose, we are committed to building a more sustainable future to make the world better for everyone. With more than 16,000 employees in more than 50 countries, we combine our global reach with local presence. We support more than 10,000 customers worldwide, creating products to meet the needs of our customers who are supplying energy, fresh water, pharmaceuticals and other essentials to consumers, businesses and governments globally.

Join a company where the people challenge themselves to approach each situation with ingenuity and creativity to help provide our customers with the most innovative flow control products and services. You will be part of a team known for its industry-leading talent, unparalleled portfolio, and unmatched commitment to customer success. Flowserve’s culture promotes recognition and rewards creativity, hard work, and commitment. We invite you to put your talents and career in motion at Flowserve.

Role Summary:

The Sub-Regional Customer Service Manager is directly responsible for the leadership and management of all commercial aspects of the sites within the assigned sub-region. The primary objectives of the Sub-Regional Customer Service Manager are to drive market-leading response and customer service which will drive meeting financial obligations to the company by increasing market share. This position is responsible for ensuring consistency on market level pricing, scope, sales price, and cost estimates within the assigned sites. This role will support the Sub-Regional QRC Manager to create accurate forecasts regarding revenue, bookings, and gross margin. The Sub-Regional Customer Service Manager will collaborate with local sales engineers, site managers, and other Sub-Regional Customer Service Managers to understand and implement tactics around regional growth strategies. The Sub-Regional Customer Service Manager will support programs around safety, quality, and operational excellence within their teams at the sites. Direct and matrix reports may include site level estimators, planners, and/or anyone who is responsible for handling quotation activities.

Responsibilities

  • The team members within the sub-region who are directly responsible for quotation activities will report directly to the Customer Service Manager

  • Drive key performance metrics for Year-Over-Year improvement in job margin, bookings, and revenue.

  • Foster and reward a safety-first culture where everyone understands and owns their role.

  • Enforce uncompromising Quality expectations by holding the team accountable for the accuracy and clarity of quotations.

  • Partner with the Sub-Regional Operations Manager in the creation of annual business plans for the sub-region that includes bookings, revenue, and gross margin – with a sub-regional focus.

  • Support quarterly updates to forecast.

  • Support monthly ‘flash’ updates within each quarter to provide updates on progress to the quarterly forecast.

  • Drive the development of consistent, complete, and accurate work scopes that support operation plans and goals.

  • Partner with Managers of Sales to support strategic plans to grow share of customer spend on rotating equipment repairs with a focus on win-back opportunities, growth within current accounts, and finding/developing new target customers.

  • Increase focus to support growth plans for non-Flowserve heritage equipment.

  • Provide support to Commercial Operations regarding sight unseen quotes for repairs / upgrades to be executed within the QRCs.

  • Lead an improved customer experience with excellent response times on quotations that are in line with customer expectations regarding scope and pricing.

  • Select, train, review, motivate, and manage personnel for the efficient performance of assigned duties and growth of the quotation resources within the sub-region.

  • Effectively communicate deep into the team the latest operations, sales/marketing, and support plans along with how each individual or team impacts those goals.

Qualifications:

  • Prior experience in quoting rotating equipment repairs.

  • Proven experience in driving a high-performance culture and ensuring that performance is actively differentiated and managed within the team.

  • Ability to communicate effectively with the full range of internal stakeholders from associates to leadership— and ensures that programs, processes, and initiatives are communicated in a clear and effective manner.

  • Capable of quickly establishing credibility, influencing constituencies, and persuading professionals at all levels.

  • Excellent analytical and strategic skills. Good business judgment and problem-solving skills with solid economic, industry, and competitive landscape insight.

  • Experience working with or for rotating equipment end-users and understanding their processes and needs.

  • Builds organizations that effectively adapt and develop world-class practices from inside or outside the industry to create a powerful competitive advantage.

Requirements:

  • A bachelor’s degree in manufacturing / mechanical engineering or related discipline. Significant experience in similar roles would be considered.

  • At least 3 years relevant experience in the rotating equipment manufacturing or repair industry of which 1 year must be at a managerial level.

  • Experience in contract review.

  • Prior experience working the fast-paced and unpredictable environment around repair services.

  • Strong drive to make things happen and a strong “can do” attitude

Preferred Experience:

  • Experience building cross-functional, diverse, and responsive teams.

  • Experience with rotating equipment including detailed product and technical knowledge, such as sizing/selection, application, and strong knowledge of parts and components.

  • Knowledge of service environment activities including DCI, machining, assembly, test, and field service for rotating equipment.

Flowserve offers competitive pay, annual bonuses, medical benefits on day 1, generous paid vacation time, paid holidays, 401(k) and many other excellent benefits.

Req ID : R-9581

Job Family Group : Sales

Job Family : SA Customer Service

EOE including Disability/Protected Veterans. Flowserve will also not discriminate against an applicant or employee for inquiring about, discussing or disclosing their pay or, in certain circumstances, the pay of their co-workers. Pay Transparency Nondiscrimination Provision

If you are a qualified individual with a disability or a disabled veteran, you have the right to request a reasonable accommodation if you are unable or limited in your ability to use or access flowservecareers.com as result of your disability. You can request a reasonable accommodation by sending an email to employment@flowserve.com. In order to quickly respond to your request, please use the words "Accommodation Request" as your subject line of your email. For more information, read the Accessibility Process.