Service Manager

Norican Group is the proud home to five leading, globally operating brands: DISA, Striko Westofen, Wheelabrator, Monitizer, and Simpson, all supported by our dedicated Norican digital data engineers. As one strong global partner, we serve our customers better, faster, and more efficiently, providing them with access to all we have to offer. From melting, dosing, and molding through to surface preparation, we provide solutions to solve our customers’ challenges.

• Global Network:
  Be part of a global network of engineering expertise, manufacturing capacity, and service support.
• Innovation:
  Work with the latest knowledge and know-how to keep our customers performing at their best.
• Sustainability:
  We lead for sustainability, ensuring the company’s long-term success and viability by innovating in all that we do.
• Diversity & Teamwork:
  Embrace and build on diversity and teamwork. Our differences make us strong, and we value diverse voices and perspectives.
• Commitment:
  Deliver on commitments to all stakeholders, increasing profit and sustainability for our customers, creating a safe and enjoyable working environment, and treating suppliers fairly.
• Employee Development:
  Develop your potential and excellence. We invest in and grow your capabilities, giving you confidence and trust to make changes, and rewarding achievers and learners.

• Competitive health insurance options
• Employer paid Short-Term and Long-Term Disability coverage
• Employer paid life insurance
• Employer paid critical illness and accidental coverage
• 401k with employer match
• Paid vacation and sick time
• Paid holidays
• Annual bonus opportunity

The Service Manager - Simpson role’s key responsibilities are overseeing service operations, managing customer relationships, and ensuring high-quality customer service delivery.

This involves leading service teams, developing and implementing service procedures, resolving customer issues, managing performance metrics and budgets, and collaborating with other departments to drive service improvements.

• Ensure all services are delivered efficiently and to a high standard, maintaining service quality.
• Develop and implement service procedures and policies that guide staff in providing quality support.
• Track service metrics like response times and resolution rates to identify areas for improvement.
• Ensure compliance by staying informed about industry standards, regulations, and laws, and ensuring the company adheres to them.
• Hire, train, and supervise service professionals, providing ongoing development opportunities.
• Evaluate employee performance, provide feedback, and direct training initiatives to improve team efficiency and satisfaction.
• Cultivate a motivated and competent workforce focused on delivering excellent customer service.
• Ensure customer expectations are met and foster strong relationships with clients.
• Act as the primary contact for resolving complex customer issues and complaints.
• Serve as the bridge between customers, the service team, and other company departments.
• Oversee the service department's budget and ensure it operates within financial parameters.
• Compile and analyze data on departmental performance and provide comprehensive reports to upper management.
• Implement strategic initiatives and service improvements based on customer feedback and performance data.
• Support engineering & applications teams with OEM & EMP (Equipment Modernization Program) quotes.

• Educational Background: A bachelor's degree in Business or similar field.
• Experience:
  
  5 years of Management experience required.
• Technical
  
  Skills:
  
  Advanced Microsoft Office; MS Project; CRM Software, Microsoft Dynamics 365 preferred.

Applicants must be authorized to work for any employer in the U.S. Norican Group is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, age, disability, marital status, veteran status, or any other characteristic protected by law. Our policies and practices are designed to ensure that all qualified applicants receive fair consideration for employment and that employees are treated equitably in all aspects of their employment.

We comply with all applicable federal, state, and local laws governing non-discrimination in employment.