Manager - Aftermarket Sales and Service - Columbia​/Okura

Manager
- Aftermarket Sales and Service
- Columbia/Okura

Salary Range $93,000.00 - $ Salary Level Management Position Type Full Time Job Shift Day Category Manufacturing

At Columbia we come to work every day driven by the belief that innovation can transform industries, empower communities, and create a more efficient, sustainable world. With operations spanning five continents and a commitment to excellence in service and support, our purpose extends beyond engineering advanced equipment. We are pioneering innovation and paving a better tomorrow with factory automation solutions worldwide.

Summary:

Management of all Aftersales activities to provide exceptional customer service and support resulting in delighted customers who are "promoters" of Columbia/Okura products and services. The successful candidate will be a responsive and organized "customer facing" company representative, capable of advance planning and resource management to effectively install and commission new product systems and solving technical field service problems in a competent manner.

The role involves P&L management of all Aftermarket Sales (Retrofit Modifications, Service Part Sales, and Technical field support services); and management of the resources responsible for performing these tasks (including regional field based technicians and office based support staff). Other key roles involve overseeing the development, population and utilization of a Knowledge management database and the development and implementation of a Maintenance Agreement program to provide annual Customer Service and Preventative maintenance.

Essential Duties and Responsibilities:

• 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 expectation 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…