Technical Customer Service Manager
Job Details
Western Consolidated Technologies - Fremont, IN
Full Time
2 Year Degree
Up to 25%
Customer Service
TECHNICAL CUSTOMER SERVICE MANAGER

GENERAL JOB DESCRIPTION

Directs activities concerned with contracts for sale of products, or service by performing the following duties personally or through support representatives: develop and drive continuous improvement roadmap for excellent customer service by setting processes, goal, and performance metrics for reporting to the Leadership team.

ESSENTIAL FUNCTIONS

  • Examines estimates of material, equipment, and production costs, performance requirements, and delivery schedules to ensure completeness and accuracy.
  • Reviews quotes from other firms for conformity to contract requirements and determines acceptable bids. Prepares quotes with process specifications, testing, and progress reports.
  • Negotiates contract with customer or bidder. Requests or approves amendments to or extensions of contracts always within a timely manner.
  • Take ownership of customer issues and follow problems through to resolution by leading and owning all post-sales activities to ensure customers are provided continuous updates on the status of an order
  • Provide sales support to existing accounts and order entry by communicating the status of orders and customer concerns to sales and senior management
  • Provide data and sales forecasts for upper management and production.
  • Review and perform market analysis to determine customer needs in addition to assisting with the organization of product brochures and technical publications
  • Establishes and maintains contact with customers and when required suppliers to ensure the smooth working of the sales process.
  • Coordinates work of sales department with production and shipping department to implement fulfillment of contracts.
  • Mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.
  • Knowledge of the EMS, QMS policies, goals, and objectives. Assist with systems based on Lean principles and practices to meet or exceed the requirements of the established QMS, EMS and all other standards required to serve Kelco target markets.

 

WORK EXPERIENCE AND SKILLS

  • Technical degree and/or experience highly desired, as well as understanding of engineering prints and tolerances as well as the aptitude to learn technical information quickly.
  • Knowledge of PTFE / plastics / Rubber processing. Prior knowledge of manufacturing
  • Outgoing with a keen sense of servitude. Effective communication skills with confidence in decision making and customer experience.
  • Prior experience in supervisory roles with strong organizational and collaborative skills across multiple organizations (Sales, Product, Customer Support, Partners)
  • Prior experience in outside sales

 

QUALIFICATIONS

  • Assertiveness Ability to act in a self-confident manner to facilitate completion of a work assignment or to defend a position or idea.
  • Motivation Ability to inspire oneself and others to reach a goal and/or perform to the best of their ability.
  • Safety Awareness Ability to identify and correct conditions that affect employees safety.
  • Accountability Ability to accept responsibility and account for his/her actions.
  • Communication/Oral Ability to communicate effectively with others using the spoken word.
  • Analytical Skills Ability to use thinking and reasoning to solve problems.
  • Problem Solving Ability to find a solution for or to deal proactively with work-related problems.
  • Technical Aptitude Ability to comprehend complex technical topics and specialized information.
  • Dependable - Must consistently demonstrate dependability, a splendid work ethic, initiative, ownership of issues, problem-solving abilities, and an exceptional attitude.
  • Flexibility - Demonstrate the ability to be flexible, accept innovative ideas and input positively, and be open to new work approaches and processes.

EDUCATION

Technical degree from a two -year or four-year college or university; or six to 10 years related experience and/or training; or equivalent combination of education and experience.

Physical Requirements

N = (Not Applicable) Activity is not applicable to this position.

O = (Occasionally) Position requires this activity up to 33% of the time (0 - 2.5+ hrs./day)

F = (Frequently) Position requires this activity from 33% - 66% of the time (2.5 - 5.5+ hrs./day)

C = (Constantly) Position requires this activity more than 66% of the time (5.5+ hrs./day)

Physical Demands:

Lift/Carry:

Stand O

1-50 lbs. O

Walk F

51-100 lbs. (with assistance) N

Sit F

Push/Pull: - O

Manually Manipulate O

Other Physical Requirements

Reach Outward O

Vision (Color, Peripheral, Depth) - Y

Reach Above Shoulder O

Sense of Smell - Y

Climb N

Sense of Touch - Y

Crawl N

Ability to wear PPE - Y

Squat/Kneel O

 

Bend O

 

   

 

 

 

 

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