Inside Service Manager

MEPPI’s Service Center Division (SCD) is seeking an experienced and customer-focused Inside Service Manager to lead all aspects of inside service sales, service coordination, parts support, and field warranty operations. In this leadership role, you will drive service excellence, optimize operational efficiency, oversee customer support processes, and develop strategies that enhance customer satisfaction while supporting division growth objectives.

Lead Inside Service Operations
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Manage the processes, systems, and resources of the Inside Service team to provide pricing, quoting, parts support, and service coordination for internal and external customers.

Develop Service Processes & Procedures
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Establish and maintain policies, procedures, and work instructions that ensure accurate data capture, reporting, and transaction processing across all business systems.

Support Commercial & Contract Activities
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Review and advise on service terms and conditions while collaborating with the Service Product Line Manager and legal resources as needed.

Drive Operational Excellence
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Monitor, evaluate, and improve service processes related to pricing, quoting, inventory management, service delivery, and sales priorities to enhance quality, efficiency, and customer satisfaction.

Develop & Lead Teams
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Manage staff in accordance with Company policies and procedures; provide training, cross-training, coaching, continuing education opportunities, performance reviews, and compensation recommendations.

Collaborate with Sales Organizations
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Work closely with Inside Sales and Outside Sales teams by participating in customer meetings, gathering market pricing intelligence, reviewing bid activity, and identifying sales opportunities.

Manage Service Partner Relationships
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Establish and maintain relationships with independent service providers, direct sales personnel, channel partners, and customers to support market needs and drive equipment, parts, and service sales growth.

Track Performance & Results
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Monitor key metrics, track performance data, and prepare reports to measure progress toward departmental and divisional objectives.

Oversee Customer Escalations
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Develop and maintain escalation procedures, oversee issue resolution activities, capture customer service data, and prepare reporting to improve service delivery and performance metrics.

Review Quotes & Purchase Orders
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Ensure quote and purchase order accuracy and facilitate approvals in compliance with MEPPI’s Limits of Authority (LOA) policy.

Promote Division Excellence
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Further the goals and professional image of SCD through effective interaction with customers, vendors, and internal departments.

• Bachelor’s degree in Business or a related field
• Minimum of 5 years of experience selling power or utility-related products and services
• Minimum of 3 years of management experience
• Or an equivalent combination of education and experience

• Advanced knowledge of service sales, service coordination, and warranty support
• Strong understanding of customer service operations and service delivery best practices
• Experience supporting industrial, power, utility, or technical service environments preferred

• Advanced negotiation and customer service skills
• Strong analytical and problem-solving capabilities
• Advanced interpersonal, communication, and presentation skills
• Ability to manage multiple priorities and projects simultaneously
• Proven ability to lead, develop, and motivate teams

• Advanced computer skills with emphasis on Microsoft Office products
• Experience with ERP and CRM systems

• Comprehensive Health Coverage
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  Company-sponsored medical, dental, and vision plans…