Service Manager, Field Technician - Chromalox

At Chromalox, part of Spirax Group, we build advanced thermal technologies for the world’s most challenging industrial heating applications. Headquartered in Pittsburgh, Pennsylvania, we do it better and have been doing it longer than anyone else.

Chromalox started with an innovative solution 100 years ago when a self-taught engineer invented the first metal-sheathed resistance heating element. It was this then-advanced thermal technology that launched an entire industry.

That pioneering, innovative spirit continues today. Built on opportunity and innovation, Chromalox has grown to serve more global markets and industries. We excel in industries that have high expectations. We are acknowledged as experts at delivering solutions that exceed specifications, limit risk, and reduce operating costs.

Join us as we continue to provide solutions to our customers and the world!

The Role:

As the Services Manager of North America, you will support our service department and handle customer service interactions, reports, and repairs.

Within this position, you will provide the highest level of customer service, develop lasting customer relationships, and support the service team members. The service manager maintains a strong working knowledge of all industry standards and practices as well as the company's products and services to direct and support the Field Service Team in performing field servicing, commissions, troubleshooting, site repairs, and maintenance activities on a wide range of Electrical Heating Systems.

To be successful in this position, you will demonstrate and prove a strong technical background, display a strong sales-minded attitude, and have excellent leadership skills.

Your Responsibilities:

• Support our customers' concerns quickly to maintain good customer relationships and ensure repeat customers.

• Travel to customer sites to survey equipment, start up, and troubleshoot our heater and control panel equipment, including heating cable.

• Assist with customers, engineering, purchasing, and vendors when replacement parts are required.

• Assist customers and representatives in troubleshooting problems with equipment or applications.

• Develop detailed proposals for standard and custom service contracts.

• Provide start-up and installation assistance by phone or as needed at the customer job site.

• Coordinate critical target dates from customer to engineering and production; manage requirements for documentation of drawings, testing, approvals, and all submittals.

• Coordinate with all subcontractors involved as required to complete fieldwork required.

• Perform administrative tasks, such as managing and updating backlog, service invoices, processing new orders, and tracking parts orders.

• Maintain a service backlog and evaluate its execution efficiency.

• Resolve service job problems by improving service methods to increase the service team's productivity and customer service.

• Understand markets and competition in each market to manage quotation service contracts and installs.

• Coordinate quotation, order entry activities, samples, and drawing for approval in partnership with sales, engineering, and our production team at the manufacturing plants.

• Partner with sales and marketing to develop short- and long-range strategies to increase sales, provide better customer service, and promote Chromalox Service business awareness.

• Partner with sales to meet profitable sales and growth objectives.

• Partner with sales by making joint sales calls with the local office to promote Service, replacement parts, supporting products, and secure vital projects.

• Provide training to sales organization for all products in the systems group.

• Support sales and marketing by assisting with literature, training manuals, and instruction sheets.

• At least 10 years of Electrical Heating experience is required.

• Prior working experience managing a remote service team is preferred.

• A Bachelor of Science in Engineering or other appropriate technical degree or equivalent experience.

• The ability to travel up to 50% of the time is required.

• Experience cross-training internal teams and demonstrate competency in all essential job functions of the department working at different workstations as production needs require.

• Maintenance of a clean and orderly work area free of excess materials.

• Support and involvement in company, department, and/or safety policies, procedures, programs, and activities.

• Proven working experience with strong technical problem-solving skills.

• Proven working experience with root cause analysis.

• Proven working experience building strong relationships with both internal and external stakeholders.

• Excellent written and verbal communication skills.