Regional Service Manager
6 days ago
We are seeking a highly skilled Regional Service Manager to join our team at Salzgitter Konzern. As a key member of our service team, you will be responsible for ensuring the highest level of customer satisfaction and service quality for our beverage industry clients.
Key Responsibilities- Visit and assess customer satisfaction, service quality, and identify needs for service, spare parts, maintenance, and conversions for key accounts in the region.
- Responsible for individual revenue targets determined by management; conduct analyses of parts/service data per customer facility to identify problems and opportunities.
- Directly supervise field service technicians at customer sites within the region; provide on-site support for projects on all product lines where service issues have escalated.
- Coordinate with other service managers to provide office coverage for after-sales support calls, coordinate after-hours technical support.
- On single machine projects, provide support for technicians for installation and commissioning; on turnkey, beverage line projects, communicate with customer and support site manager in commissioning and closing project.
- Attend customer meetings and conference calls; follow up on deliverables.
- Work closely with financial analyst to maximize profitability and monitor revenue targets; enter quality data for single machines in region.
- Work with staff to update installed base database (IBA); update customer relationship management software with all activity; maintain list and identify 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.
- Oversee repairs on KHS USA equipment to ensure quality operations and maximum equipment productivity.
- Receive and respond to customer calls escalated from service scheduling staff; provide technical support to regional customers with downed machines; respond to billing issues and resolve disputes.
- Work with sales personnel in same region to identify opportunities and develop the business.
- Work with inventory personnel to optimize parts inventory available for customers.
- Directly supervise field staff according to KHS policy and procedures; work closely with internal staff on hiring and performance evaluation.
- 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 driver's 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.
- 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.
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