Service Manager

2 months ago

Coatesville, United States Aerzen USA Corporation Full time
Job DescriptionJob DescriptionDescription:

Who we are:

Aerzen USA Corporation is an international manufacturer of positive displacement blowers, hybrid blowers, screw compressors and turbo blowers. These high-quality machines are used for air and gas applications across many essential industries, including: Wastewater, Cement, Biogas, Pharmaceutical and Food, among many others. We are One Team, and we Empower our team members to be both Inquisitive and Evolutionary.


What we offer:

We offer a competitive salary, generous health benefits, a 401(k) with company match, Tuition Reimbursement, and a Profit-Sharing bonus package, along with the opportunity to work with a dynamic group of professionals in a triple-bottom-line business philosophy of “People, Planet, Prosperity”.


What you will do:

As the Service Manager - Northeast Region, you will provide leadership to aftermarket personnel in the Northeast Region in the areas of field service, repair, parts ordering, and customer support. Works with team to directly support Aerzen installation base in the Northeast Region to develop and grow new and existing customers. Defines the go-to-market strategy with the Director, Sales & Service, to achieve growth and customer closeness initiatives.

Service Management:

  • Provides leadership and directs the work of Field Service and Repair Technicians.
  • Provides direct supervision and technical support to service personnel who perform on -site routine services; including installation, troubleshooting, preventive maintenance and repair in the defined Northeast Region.
  • Develops team members by coaching, counseling, and developing team members as needed with the goal of having team members reach their own potential; works with team members to set and accomplish goals; creates performance improvement programs f or team members as needed.
  • Prepares service technicians prior to customer service calls to fully meet customer needs regarding start-up requirements, equipment specifications, operating conditions, special circumstances, previous issues, etc.
  • Collaborates with other Regional Service Managers to effectively utilize local resources throughout the US, based on priorities.
  • Actively involved in the interview and hiring processes of new team members .
  • Develops and maintains a qualified and trained staff of personnel, tools and equipment to continually improve team knowledge, skills and abilities.
  • Ensures compliance with applicable Federal, State, Local and customer statues requirements regarding safety, employment and environment.
  • Reviews and approves expense reports, timecards and PTO requests of direct reports; Ensures company policies and procedures are followed by the team members.
  • Responds to off-hour emergency calls on a rotating basis.


Technical Support:

  • Responds to technical support inquiries regarding the parts, equipment, and services provided by Aerzen USA. Includes troubleshooting, presenting options, making recommendations, and directing customers in a way that will best meet both the customers' and the company's needs. Provides technical support and communication to service partners and co-workers to ensure all are operating with accurate and complete technical data while repairing and servicing Aerzen equipment. Pro-actively communicates with customers and service partners as needed regarding technical support.
  • Ability to provide a high-level of technical support by maintaining a technical background sufficient to understand the technologies and technical issues involved with Aerzen Positive displacement products.
  • Provides technical support and training to service and repair technicians to ensure all the team is operating with complete and accurate information.
  • Provides outstanding customer service by maintaining a high-quality standard and integrity in the work environment; Utilizes internal and external resources to coordinate timely, high quality equipment installation and service provisions; Investigate and resolve any issues resulting f or substandard performance; Maintains positive and healthy relationship with various teams to ensure customer service effectiveness.
  • Ensures that technically accurate and complete quotes, orders, and service item cards are created and recorded via the operating system in a timely manner.
Requirements:

Education:

  • Bachelor's Degree (f our-year college or technical school) or Work Equivalent, Field of Study: Technical or Business Related, Electrical or controls Engineering degree preferred

Experience:

  • 5- to 7-years related experience
  • ERP System (Navision / Business Central) Advanced User: Ability to Create and Navigate Department Related items at a high Level of knowledge; Customer Cards, Service Orders, Repair Orders, Service Items, Quoting, and Invoicing.
  • Salesforce or related CRM experience is a plus.

Computer Skills:

  • Computer Intermediate User: Able to create, use, navigate and perform reports at an Intermediate level of proficiency with the following software applications: Nitro PDF, Microsoft Outlook, Word, Excel and PowerPoint.
  • Other Software Intermediate User: Ability to use and navigate the following software programs: ADP, Concur, and Intelex.


Aerzen USA Corp is an equal opportunity employer and selects employees on the basis of skills and experience.

Aerzen USA ensures that all persons are entitled to equal employment opportunity without regard to race, color,

gender, gender identity, sexual orientation, pregnancy, age, national origin, religion, marital status, ancestry, disability,

veteran’s status, and any other characteristic protected under applicable federal, state, or local laws. All employment

decisions and actions are based on merit and made without regard to any characteristic protected by state, federal or local law.

All offers of employment at Aerzen USA Corp are contingent upon clear results of a thorough background check. In compliance with the Drug-Free Workplace Act of 1988, Aerzen USA Corp has a longstanding commitment to provide a safe, quality-oriented, and productive work environment. Alcohol and drug misuse poses a threat to the health and safety of Aerzen employees and to the security of the company's equipment and facilities. For these reasons, Aerzen USA Corp is committed to the elimination of drug and alcohol use and misuse in the workplace. Applicants being considered for hire must pass a drug test before beginning work. Refusal to submit to testing will result in disqualification of further employment consideration.


This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including termination of employment. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9.

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