Manager - Aftermarket Sales and Service - Columbia/Okura

About the role

Columbia is seeking a dynamic and experienced individual to lead all aftersales activities. This position requires a responsive and organized individual capable of managing customer service and technical field service problems.

Responsibilities

• Ensures customer satisfaction by coordinating department resources and following up on work results to provide exceptional customer service and responsiveness.
• Maintains adequate staffing levels and schedules employees to meet customer expectation of 24/7 service coverage.
• Communicates effectively to keep interested parties apprised of project and/or problem resolution status.
• Travels to customer's facility when appropriate (up to 25%).
• Trains customer service team to resolve customer problems by investigating and evaluating complaints and claims, following up with customers, and collaborating to provide innovative technical solutions and strategies.
• Oversees knowledge management and technical competence to insure staff has access to historical solutions and diagnostic experience to assist in the resolution of new field problems.
• Drives parts and retrofit sales by communicating value to established customers, developing and executing the retrofit sales program, and encouraging customer service staff to actively support parts and retrofit sales.
• Achieves financial objectives by preparing an annual budget, scheduling expenditures, analyzing variances, initiating corrective actions.
• Oversees preparation and distribution of customer service reports and resolves discrepancies by collecting and analyzing service information and consulting with other managerial personnel.
• Directs employees respectfully by maintaining good communication, promoting problem solving, assigning responsibilities, and training and mentoring employees.
• Improves organizational performance by selecting and developing employees. Communicates expectations, plans and monitors job results, provides coaching, and enforces policies and procedures as needed.
• Maintains confidentiality and provides constructive periodic reports to employees on their performance.
• Organizes technical data by defining, communicating, and enforcing knowledge retention standards, identifying reusable core technologies, and analyzing future applicability of complaint resolution information.
• Continuously improves operating efficiencies by participating in cross-functional teams, eliminating non-value-added activities and documenting processes and procedures.
• Maintains professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, and participating in professional societies.
• Participates in the development of SOPs and SWIs and providing training to execute work practices.

Requirements

• Knowledge- Software Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
• Equipment Operation Knowledge of A-B PLC platforms and software RSLogix 5000/Studio5000 PLC Programming and OXPA software AutoCAD
• Skills Analytical/Problem Solving Project/Process Management Excellent listening and communication (verbal/written) Critical Thinking Skills Leadership/People Management Skills Project/Process Management Computer/Technical Reading Technical/Mechanical Drawings Reading Electrical Schematics Clerical/Secretarial skills

Qualifications

• 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 Experience: Engineering and/or Business Degree or equivalent experience required; Background in Electro/Mechanical systems desired Supervisory/Project/Management experience required Five plus years professional experience required