Position Overview:
The Post-Sales and Service Manager is a critical member of the Operations Group who manages the post-commissioning and post-sales relationship with all BIOFerm customers. This position is responsible for providing high-quality care and service to customers, ensuring the proper resolution of issues and needs, while focusing on maintaining and growing the ongoing relationship with BIOFerm.
The Post-Sales and Service Manager manages all post-commissioning and post-sales customer accounts, including the administration of Operations and Maintenance ("O&M") contracts. As part of these efforts, this position takes the lead role with all post-sales customers to provide quotes, order parts, track deliveries, schedule service work, provide updates, and generally address all other customer needs. This position manages the service-related efforts of BIOFerm by working closely with all departments to ensure the effective completion, documentation, and invoicing of all service-related activities.
The Post-Sales and Service Manager must have excellent communication and organizational skills to ensure customer satisfaction and maintain healthy business relationships with current and potential future customers.
Key Responsibilities:- Serve as the primary contact for all customer service, spare parts, and post-sales support needs.
- Build and maintain strong, long-term relationships with customers through regular communication, site visits, and responsive service.
- Identify and pursue sales opportunities with existing and prospective customers, including carbon media, spare parts, and maintenance services.
- Attend trade shows, conferences, and networking events to promote BIOFerm products and attract new customers.
- Prepare and deliver sales and service quotes, ensuring timely follow-up and profitable pricing.
- Administer and manage O&M contracts, coordinating with Plant Operations to ensure customer satisfaction and smooth facility performance.
- Collaborate with Sales and Project Execution teams to transition new projects into post-sales service.
- Oversee all service operations including scheduling, parts orders, documentation, and invoicing.
- Track service tickets, warranty claims, and customer communications in the ERP system, ensuring timely resolution and accurate records.
- Coordinate with Procurement to manage inventory, logistics, and supplier performance.
- Monitor customer feedback, resolve issues proactively, and recommend improvements to enhance satisfaction and retention.
- Prepare regular internal and external reports summarizing service performance, sales metrics, and customer activity.
- Maintain compliance with company and regulatory requirements, including documentation and customer account records.
- Support continuous improvement by developing and refining departmental processes, workflows, and training materials.
- Provide after-hours coordination for emergency service and urgent customer needs as required.
- Perform additional tasks as assigned by management.
Competencies & Qualifications:- Bachelor's degree in business, engineering, or related field.
- 5+ years of experience in customer service, account management, or sales in a technical field -preferably within the renewable energy, industrial, or utility sectors, including biogas upgrading and anaerobic digestion (AD) systems.
- Demonstrated success in managing customer accounts and generating sales opportunities.
- Strong communication, negotiation, and relationship management skills.
- Organized and self-directed with the ability to manage multiple priorities in a fast-paced environment.
- Proficiency in Microsoft Office Suite and ERP systems; experience with data entry and report generation.
- Problem-solving mindset with a proactive approach to customer needs.
- Ability to travel regularly for customer visits, site inspections, and industry events.
- Valid U.S. driver's license.
- Valid authorization to work in the U.S. without current or future sponsorship.
Compensation & Benefits:Compensation is based on experience and is competitive. BIOFerm™ offers a comprehensive benefits package.
To be considered for this position, please submit your cover letter, resume, and salary requirements.
To learn more about BIOFerm™ and other positions available, please explore our website at BIOFermEPC.com.
