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Service Team Manager

Company: Concept Systems
Location: Albany
Posted on: May 3, 2021

Job Description:

If you are looking to join a team that is focused on the forefront of technology innovation and applying this expertise to a wide variety of industrial manufacturing and processing markets, Concept Systems is likely a fit for you. The Service Team Manager is responsible for managing the field service team, develops processes and procedures to facilitate efficient service delivery while overseeing service contracts and directing support services.Responsibilitiesinclude meeting established KPI's to enhance and grow the service team in alignment with the company's strategic plan. This position is responsible for ensuring all customer service issues and support calls are satisfactorily resolved, documented, invoiced and follow-up on as appropriate. The position is additionally responsible for ensuring the service team is appropriately trained, up to date on safety requirements internally and meeting or exceeding customer safety requirements when on site.Additionally, our Service Team Manager will support Inside Sales while working with our proposal team, Sales Engineers and Marketing Coordinator to grow our business with existing customers, developing and gaining new customers and supporting meeting/exceeding our sales goals. Assists to plan, coordinate and communicate activities of proposals and leads and interacts via the phone and other forms of electronic communication to a broad scope of new and existing customers within our industry to increase sales. The Inside Sales role will be a first line response for supporting our customers that reach out through our support channels. This position will be responsible for quoting service, support contracts, spare parts and small projects.Technical, industry, scope, trade, and innovation diversity is the opportunity awaiting you at Concept Systems. We are excited to hear from you and confident you will like what you see as you learn more about us!Essential Duties andResponsibilitiesIn collaboration with the Engineering Director, or designee, set the overall strategy and objectives for Concept Systems service and support.Provide analysis service performance based on sales/development/manufacturing/support KPI's.Collaborate with sales and marketing colleagues to create product and service sales strategies and value propositions.Service lead generation and follow-up; generates leads utilizing LinkedIn, partners, and other applicable channels by collaborating with Sales Engineers and Marketing in conjunction with executing call campaigns based on sales and service strategy.Enter and maintain records; maintains accuracy of opportunities within Vantagepoint CRM by coordinating with the Proposal Team Manager and Sales Engineers to ensure leads, accounts, contacts, and opportunities are up to date.Resource Allocation and PlanningEnsure service team is adequately staffed and coordinate with appropriate management leaders if additional resources are requiredAssist lean manufacturing strategies to deliver services efficiently and effectivelyDevelop and facilitate training as required to ensure clear communication, coordination, and expectations across departmentsPlans and manages service department and techniciansFinancial and Tracking ReportingTracks and reports on:Service Quoting and SalesService performance - GM/NM booked and deliveredService proposal accuracy and hit rateService Reports - pipeline, booked, delivered, service contractsCustomer feedbackCommunicationCommunicates service offerings and coordinates with engineering when additional resources are needed to provide service to customersWorks closely with project managers to track progress and provide updates on any changes in strategy or prioritiesEffectively communicates with the teamDuties andResponsibilitiesInitiates continuous improvement, analyzes current processes and suggests improvements, proves out process changes, implements and trains on process changes, establishes and improves service reportsMaintains accuracy of opportunities within Vantagepoint CRMFollows-up on all incoming leads through, but not limited to:Trade ShowsMarketingWebPartnersCollaborates with Sales Engineers and marketing to assist in follow-up to help close salesDelivers continuous improvement actions, using data analysis, and facilitates improvement workshops as they pertain to ServiceMaintains safety first approach with service teamsMaintains punctual, regular and predictable attendanceBrings solutions and options to problemsWorks collaboratively in a team environment with a spirit of cooperationDisplays excellent communication skills including presentation, persuasion, and negotiation skills required in working with customers and coworkers and including the ability to communicate effectively and remain calm and courteous under pressureRespectfully takes direction from managerKey CompetenciesCulture of LeadershipNot only demonstrates actions associated with living the Concept Way but inspires others to do so as well through leading by example, communication and holding others equally accountable to these standards. Takes ownership for own success; speaks openly and sincerely, is a source of inspiration, develops and fosters relationships both internally and externally and strives to be innovative.Results FocusedFocuses on desired outcomes and how best to achieve them. Gets the job done on time and within budget. Sets high standards for performance of self and others, assumes responsibility and accountability for successfully completing projects or tasks, and can be counted on to deliver consistent and high-quality municates EffectivelyClearly conveys information and ideas, orally and in writing, both internally and with customers. Organizes and structures communication to be professional, positive and succinct. Demonstrates active listening and appropriate body language.Adaptive to ChangeViews change as necessary and positive; maintains effectiveness when experiencing major changes in work tasks or the work environment, adjusts effectively to work within new structures, processes, requirements, and can effectively cope with change internal to Concept Systems or externally.Culture of InnovationDemonstrates the desire to be innovative by taking a proactive and creative approach to projects. Presents new product ideas when possible, participates in R2D2, and contributes through Follow It or Fix It.Culture of AccountabilityDemonstrates making the choice to rise above individual circumstances and demonstrates the ownership necessary for achieving the desired results - to See It, Own It, Solve It and Do It.Culture of RespectDemonstrates respect for others and provides recognition and appreciation for individuals in every role within Concept Systems.Follow It or Fix ItActively contributes feedback in an effort to promote continuous improvement while following Concept Systems established and documented business processes.QualificationsAbility to perform essential job duties with or without reasonable accommodation and without posing a direct threat to safety or health of employee or others. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education and/or ExperienceBachelor's degree (B.S.) from an accredited four-year college or university; in Engineering, Project Management, Business Administration, or similar, plus five or more years years related experience and/or training; or equivalent combination of education and experienceIndustry experience highly preferredSupervisoryResponsibilitiesDirectly supervises Service Team (Technicians and Engineers). Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.Responsibilitiesinclude interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance, rewarding and disciplining employees; addressing complaints and resolving problems. Language SkillsAbility to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of the organization. Mathematical SkillsAbility to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.Analytical SkillsAbility to analyze different options when evaluating suppliers, vendors, and subcontractors. Ability to negotiate with vendors, suppliers, subcontractors to obtain optimal pricing, quality, and delivery schedule. Persuasive and influential with a high level of attention to puter SkillsJob requires specialized computer skills. Must be adept at using various applications including database, spreadsheet, report writing, project management, word processing, presentation creation/editing, communication by e-mail and scheduling. Office 365 utilized.Reasoning AbilityAbility to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in both standardized and non-standardized situations. Certificates, Licenses, RegistrationsTravel to support project and sales requirementsValid, insurable Driver's License is requiredPMP Certification desiredPhysical DemandsThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.The employee must regularly lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel and talk to hear. The employee is frequently required to sit. The employee is occasionally required to stand; walk; reach with hands and arms; climb or balance and stoop, kneel, crouch, or crawl. Project work in the shop and customer start-ups may require moderate physical demands. Work EnvironmentThe work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this job, the employee may be exposed to work near moving mechanical parts and extreme heat (non-weather). The employee is occasionally exposed to wet or humid conditions (non-weather); work in high, precarious places; fumes or airborne particles; toxic or caustic chemicals; extreme cold (non-weather) and vibration. The noise level in the work environment is usually moderate. The work environment may vary depending on start-up and customer site environments. Some travel required.Qualified applicants must be legally authorized for employment in the United States. Applicants cannot require employer sponsored work authorization now or in the future for employment in the United States.Concept Systems offers a full range of comprehensive benefits including medical, dental, flexible spending, matching 401(k), generous paid time off programs, profit sharing, and company paid training - in addition to a professional and business casual environment.Concept Systems is an Equal Opportunity Employer*Please no third party vendorsSDL2017

Keywords: Concept Systems, Albany , Service Team Manager, Other , Albany, Oregon

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