Regional Service Manager

1 month ago

Waukesha, Wisconsin, United States KHS USA Inc. Full time
KHS is a subsidiary of Salzgitter AG. As one of the world's leading manufacturers of filling and packaging systems for beverages and liquid food we are a world-class player. Our customers have trusted in our passionate pioneering spirit and first-class technologies for over 150 years. However, we can only remain world class if we continue to find new employees who make just as high demands of themselves and the quality of their work as our customers make of us at KHS. Are you one of them?

Your Tasks:

  • Visits or phones most customers of KHS USA equipment in a specified region to assess customer satisfaction, service quality and identify needs for service, spare parts, maintenance and conversions; focuses on key accounts in the region; creates technical sales presentations; writes preventive maintenance contracts.
  • Responsible for individual revenue targets determined by management; conducts analyses of parts/service data per customer facility to identify problems and opportunities; focuses on key accounts and promotes available Conversions in the region; checks on consignment inventories in region.
  • Directly supervises field service technicians at customer sites within the region; provides on-site support for projects on all product lines where service issues have escalated; works with scheduling manager on technician utilization and to access other expert technicians outside region when needed.
  • Coordinates with other service managers to provide office coverage for after sales support calls, coordinates after hours technical support.
  • On single machine projects, provides support for technicians for installation and commissioning; on turnkey, beverage line projects, communicates with customer and supports site manager in commissioning and closing project.
  • Attends customer meetings and conference calls; follows up on deliverables.
  • Works closely with financial analyst to maximize profitability and monitor revenue targets; enters quality data for single machines in region.
  • Works with staff to update installed base database (IBA); updates customer relationship management software with all activity; maintains list and identifies top two decision makers in each plant.
  • May conduct audits for lines in the field; identify bottlenecks and inefficiencies along packaging machinery line in order to make strategic improvements, reduce consumption and optimize efficiencies.
  • Oversees repairs on KHS USA equipment to ensure quality operations and maximum equipment productivity.
  • Receives and responds to customer calls escalated from service scheduling staff; provides technical support to regional customers with downed machines; responds to billing issues and resolves disputes.
  • Works with sales personnel in same region to identify opportunities and develop the business.
  • Works with inventory personnel, to optimize parts inventory available for customers.
  • Directly supervisors field staff according to KHS policy and procedures. Works closely with internal staff on hiring and performance evaluation.

Your Qualifications:

  • Technical certificate or equivalent
  • At least five years' service experience in KHS USA field service or packaging industry
  • At least five years in a leadership role
  • Ability to travel up to 50 percent of the time on public transportation including airlines.
  • Valid passport and drivers' license required.
  • Ability to man the technical support line providing 24/7 response for one week per month.
  • Technical ability to understand the functionality and general troubleshooting of packaging machine lines.
  • Ability to lead field service technicians and machine projects on site.
  • Ability to develop customer relationships, identify opportunities for after sales service business.
  • Ability to organize regional service activities from home office.

Benefits:

  • Medical, Dental, Vision insurance offered at 30 days of employment
  • Generous Educational Reimbursement program
  • Company sponsored Life and Disability Insurance
  • Paid Time Off
  • Ten (10) Paid Holidays per year
  • 401K with Company Match
In order to ensure our success in the future, too, we need first-class employees – and we also have plenty to offer them.

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