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Service Operations Support Manager

3 months ago

Houston, United States Puffer Sweiven Full time
Company Description:

For over 75 years, Puffer-Sweiven has set the standard in equipment and services for process control, automation, safety, and reliability. We help process-intensive facilities run more efficiently and safely by delivering quality products, technical support, and knowledgeable staff to implement the needed process solutions - with the goal of exceeding customer expectations. Our dedication brings the most advanced products and services to our customers throughout the Central and Gulf Coast regions of Texas.

Specialties:

As an Emerson Impact Partner, we offer a broad base of superior solutions including the top product lines for a given application. Our specialties at Puffer-Sweiven include:

  • Process Control & Safety Systems
  • Control Valves & Regulators
  • Isolation Valves & Actuation
  • Oil & Gas Automation
  • Reliability Solutions & Services
  • Pressure Management
  • Specialty Pumps & Rotating Equipment
  • Instrumentation
  • Maintenance & Repair Services
Duties and Responsibilities:
  • Supervise, develop, and train service support personnel to meet respective job expectations related to order entry and invoicing. Coach the Service Administrative staff to achieve high performance.
  • Author and conduct periodic performance reviews.
  • Mentor and assist Service Admin in the proper utilization of system (Prism) and respective price book to correctly enter and invoice Repair Orders.
  • Recommend and maintain work process procedures to ensure superior customer service. Monitor procedures to ensure on-time delivery and customer satisfaction. Analyze service experiences and successes from one account or event and recommend best practices.
  • Directly supervise staff, maintaining consistency and accuracy of orders and adherence to timeliness of invoicing.
  • Participate in the interviewing, hiring, and training programs for Service Admin. Coordinate technical and system training.
  • Interface with other involved parties to ensure customer satisfaction. (i.e. Principals, Account Managers, Customers, other Employees).
  • Track Team productivity reporting to systematically assess individual performance and team capacity.
  • Provide weekly analysis of "shipped, not invoiced" orders; drive improvement for revenue recognition.
  • Effectively utilize RFGen dashboard and available Prism reporting to assess status, workload, capacity, and productivity; Assign personnel accordingly.
  • Must be able to travel between sites as needed
  • May attend meeting with key customers, assisting Outside Sales with maintaining relationships and negotiating deals.
QUALIFICATIONS:

Education/Knowledge:
  • BS/BA degree in Industrial Distribution or related degree, or equivalent combination of education and experience preferred.
  • Strong knowledge of Pressure and Safety Relief Valves and sales/services preferred.
Experience/Skills:
  • 5 + years sales and service experience in industry served and working with same or similar products; a combination of education and experience will be accepted.
COMPETENCIES:
  • Solid leadership skills that exhibit confidence in self and others; inspires and motivates others to perform well.
  • Strong ability to supervise people including, engagement, motivating, coaching and leading a Service Department.
  • Demonstrates strong self-management skills to include a high degree of professionalism, planning (the ability to organize and manage multiple priorities), and sound judgment, Strong display of initiative and innovation.
  • Strong Customer service skills exhibited in the ability to manage and meet client expectations.
  • Strong communications to include oral, written, presentation, and listening skills.
  • Good analytical, negotiating, and problem-solving skills required.
  • Strong interpersonal skills and the ability to lead and be part of the team.
  • Good business acumen.
  • Approaches leadership role with understanding of doing it right for the Company, the employees and the customer. Highest ethical standards.
  • Strong supporter of the organization's goals and objectives.
  • Strong Computer skill proficiency with Sales Order system, MS Office and other computer tools and programs.