PAD NA SMART SERVICE MANAGER ROLEOn a daily basis, you will be responsible for managing and growing the service business for SMART products, including sales of service contracts, on-demand services, training, and other services. You will also lead a team of field service engineers, fostering a performance driven culture with a strong sense of ownership and customer orientation. A key element of this position is ensuring customer satisfaction, through the quality of work, good communication, and a positive, can-do attitude.
Responsibilities of this role include:- Leading and develop a team of service professionals in the US and Canada.
- Growing the service team through effective hiring, onboarding, and mentorship
- Ensuring high customer satisfaction for our customers with by ensuring that technical matters are being satisfactorily addressed and any issues are being promptly resolved, providing regular updates to customers regarding the status of their project and service inquiries.
- Promoting SMART products services to our customers with a view to growing the business in a profitable manner.
- Preparing of service sales quotations and follow-up.
- Ensuring that all service work is completed in compliance with company policies and procedures.
- Developing, implementing, maintaining, and improve processes and procedures for resource dispatch, resource utilization and loading, trip reports, and issue tracking and resolution.
- Participating in training and professional development programs to stay up to date with new products and technologies.
When selecting the ideal candidate, we will be looking for the following qualifications:- Associate or bachelor's degree in electronics, mechanical, or chemical engineering, mechatronics, or related field.
- Minimum of 5 years of experience in customer service or technical management roles.
- Understanding of the pulp and paper manufacturing process is preferred.
- Excellent customer service and communication skills, with the ability to effectively communicate technical information to non-technical audiences.
- Strong problem-solving and troubleshooting skills, with the ability to coach others to diagnose and resolve technical issues quickly and efficiently.
- Experience with instrumentation and electrification, including installation, troubleshooting and repair
- Ability to work independently as well as in a team environment
- Must have a valid driver's license and be able to travel to customer sites as needed.
- This position requires travel across North America
Requisition ID: 23408
