Service Manager

Found in: Appcast Linkedin GBL C2 - 2 weeks ago

Atlanta, United States Norican Group Full time

Norican is home to five leading, globally operating brands: DISA, Italpresse Gauss, StrikoWestofen, Wheelabrator and Simpson Technologies supported by Norican digital data engineers. As one strong global partner, we are able to serve you better, faster and more efficiently, giving you access to all we have to offer and working in partnership to keep you performing with the latest knowledge and knowhow. From melting, dosing and molding through to surface preparation, we provide the solutions to solve your challenges. In addition to equipment, the digital solutions we have unlock the data in your foundry, to enable you to perform to the best of your ability. A global network of engineering expertise, manufacturing capacity and service support ensures we are where our customers need us to be, at every stage of their process and for every challenge they may face.

Norican Group North America operation is headquartered in La Grange (USA), GA. The Norican Group employs over 2,000 people on 4 continents.

Position Purpose

Service Manager is responsible for managing the service department in North America. Primary task is to interface with the customer to develop lasting relationships and manage the service team members. Service Manager shall maintain a strong working knowledge of all applicable industry standards and practices as well as the company’s products and services. Strong sales-minded, “customer first” attitude as well as excellent leadership skills are the foundations of Service Manager.

Job Functions

  • Lead a team of Service Technicians.
  • Delegate and direct service tasks, while monitoring the progress of current projects, and managing service team members to ensure the team’s objectives and company’s goals are met.
  • Handle customer complaints, concerns and warranty requests quickly and professionally to maintain good customer relationships and ensure repeat customers.
  • Assist with or performing administrative tasks as needed. Tasks include but not limited to invoices, financial analysis of jobs, departmental financial reporting, etc.
  • Resolve service issues, improving service methods to increase productivity and customer service.
  • Maintain strong relationship with inside sales, outside sales, 3rd party partners, engineering and project management teams.
  • Establish and maintain a strong working knowledge of industry regulations, restrictions, and laws, ensuring the company's adherence to these regulations, and remaining current on the industry's standards and new innovations, materials, tools, and processes.
  • Help train new employees in line with company procedures and standards.
  • Lead all quote requests – internal and external.
  • Support engineering & applications teams with OEM & EMP (Equipment Modernization Program) quotes.
  • Implement and continue Customer Care Program to better understand customers’ needs and concerns.
  • Actively practice and participate in necessary Lean activities when applicable.

Qualifications & Experience

REQUIRED

  • Minimum 5 years of Industry Experience
  • Strong PC aptitude with intermediate skillset on MS Office/365 Products.
  • Mechanically & electrically inclined
  • Excellent communication skills in a fast-paced team environment. Ability to support the customer 24/7.
  • Proficiency in using CRM and ERP systems.
  • Excellent troubleshooting skills

PREFERRED

  • DISA Equipment experience
  • Worked in a foundry environment.
  • Bachelor’s degree (Engineering or similar field).
  • Sales (Inside/Outside), Customer Service experience
  • 5 years of Management experience

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