Service Key Accounts Manager - Stone Recruiting

POSITION: Service Manager 

LOCATION: Duncan, USA

YOUR ROLE:  Stone Recruiting, LLC is assisting its client in seeking qualified individuals for a Service Manager. This is a full-time position. The position will be located in Duncan, S.C. and will report in office Monday – Friday (8am -5pm). As the Service Manager, you will help generate revenue by assisting the sales team in soliciting and obtaining orders; understanding and interpreting technical product requirements; providing sales and technical product information to potential and existing customers; assisting in developing and maintaining customer accounts. Sustain customer satisfaction by providing problem solving resources for the Textile Division.  

TRAVEL: 10-20%, local 

SUPERVISION OVER: Service Supervisors and Field Service Technicians

RESPONSIBILITIES:

• Managing the service team on daily basis.
• Guardian of first-class service policies.
• Ensure that all activities are properly recorded in CRM according to the rules set by the Pus.
• Resolving the customer questions and complaints by analyzing the situation with great efficiency.
• Promote the sales of our services; spare parts; preventative maintenance; training; etc.
• Coordinate with the sales team and different department within the division.
• Keep track of the spare parts use for service.
• Manage spare parts inventory level and reorder points.
• Stay informed about activities in the customer service field.
• Monitor the service team technical skills and organize training to keep up with product evolution.
• Maintain and report financial service and spare parts activities.
• CRM database management, consists of but not limited to:
  • Manage and keep current customer accounts in CRM.
• CRM data entry of Service Requests (S); Service Order (SO); Parts Movements; Installed Base.
• Manage different Field Service Reports; Installation and Equipment Modification Reports in CRM.
• CRM onboarding of new Service Supervisors; FST; or Customer Service employees.
• Other CRM service-related tasks not mentioned

REQUIRED QUALIFICATIONS:

• Mechanical or Electrical Bachelor's degree or 5+ years of mechanical service management related experience.
• Textile industry knowledge
• Valid Driver's License with good driving record
• Valid passport or capability to obtain a passport
• Ability and willingness to travel internationally (training will require extended international travel).

CORE COMPETENCIES:

• SAP experience necessary
• Order processing experience required
• Quality and customer service driven to consistently satisfy internal and external customers
• Must be able to use critical thinking and problem solving to resolve customer issues
• Multi-tasking
• Self-motivated, proactive, and resourceful
• Positive, professional attitude
• Problem solving abilities
• Establishes and maintains effective working relationships based on mutual trust, respect, and cooperation with manager(s)! co-workers, customers and/or vendors
• Reacts quickly and adapts to changes in priorities, circumstances and direction
• Excellent technical writing and communication skills.
• Ability to read and interpret electrical, mechanical prints and related technical documentation.
• Ability to effectively use a PC and Microsoft Office applications.
• Must enjoy working with customers on the phone and through email.
• Must enjoy working with overseas production unit contacts
• Must be able to shift between projects and to prioritize project importance.