Manager - Aftermarket Sales and Service - Columbia​/Okura

Job Details

Position:
Management – After Sales Manager

Location:

Columbia/Okura LLC – Vancouver, WA 98661

Job Type: Full Time

Salary Range: $93,000.00 – $

Shift: Day (8 hour shift, Monday to Friday)

Management of all After Sales activities to provide exceptional customer service and support, ensuring delighted customers become promoters of Columbia/Okura products and services. The role involves P&L management of Aftermarket Sales (Retrofit Modifications, Service Part Sales, and Technical Field Support services), resource management, development of a Knowledge Management database, and implementation of a Maintenance Agreement program.

• Ensures customer satisfaction by coordinating department resources and following up on work results to provide exceptional customer service and responsiveness. Maintains adequate staffing levels and schedules employees to meet customer expectations of 24/7 service coverage. Communicates effectively to keep interested parties apprised of project and/or problem resolution status. Travels to customer’s facility when appropriate (up to 25%).
• Trains customer service team to resolve customer problems by investigating and evaluating complaints and claims, following up with customers, and collaborating to provide innovative technical solutions and strategies.
• Oversees knowledge management and technical competence to insure staff has access to historical solutions and diagnostic experience to assist in the resolution of new field problems.
• Drives parts and retrofit sales by communicating value to established customers, developing and executing the retrofit sales program, and encouraging customer service staff to actively support parts and retrofit sales.
• Achieves financial objectives by preparing an annual budget, scheduling expenditures, analyzing variances, initiating corrective actions. Oversees preparation and distribution of customer service reports and resolves discrepancies by collecting and analyzing service information and consulting with other managerial personnel.
• Directs employees respectfully by maintaining good communication, promoting problem solving, assigning responsibilities, and training and mentoring employees.
• Improves organizational performance by selecting and developing employees. Communicates expectations, plans and monitors job results, provides coaching, and enforces policies and procedures as needed. Maintains confidentiality and provides constructive periodic reports to employees on their performance.
• Organizes technical data by defining, communicating, and enforcing knowledge retention standards, identifying reusable core technologies, and analyzing future applicability of complaint resolution information.
• Continuously improves operating efficiencies by participating in cross-functional teams, eliminating non-value-added activities and documenting processes and procedures.
• Maintains professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, and participating in professional societies.
• Participates in the development of SOPs and SWIs and providing training to execute work practices.

• Knowledge of Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Knowledge of A‑B PLC platforms and software RSLogix 5000/Studio
  5000; PLC Programming and OXPA software;
  AutoCAD.
• Analytical and problem‑solving skills.
• Project and process management skills.
• Excellent listening and communication (verbal/written).
• Critical thinking skills.
• Leadership and people‑management skills.
• Computer and technical skills.
• Ability to read technical/mechanical drawings and electrical schematics.
• Clerical and secretarial skills.
• Can lead a remote technical workforce consistently and competently.
• Provides collaborative approach to solving customer issues and managing resources.
• Possesses an energetic, resourceful contributor with strong critical thinking and a positive “can‑do” attitude.
• Provides superior attention to detail and continually strives for business excellence.
• Capable of working calmly and effectively under pressure.
• Works well with others in a team…