Customer Service Manager - NE United States

Customer Service Manager - NE United States page is loaded

Customer Service Manager - NE United States

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remote type

Remote

locations

USA_Home Working, NJ

USA_Home Working, NY

USA_Home Working, DE

USA_Home Working, CT

USA_Home Working, MD

time type

Full time

posted on

Posted 5 Days Ago

job requisition id

13168

When you make the invisible visible, the impossible is possible.
Our analytical systems and services help our customers to create a better world. Through chemical, physical, and structural analysis of materials, they improve everything from the energies that power us and the materials we build with, to the medicines that cure us and the foods we enjoy. We partner with many of the worlds biggest companies, universities, and research organizations. They value us not only for the power of our solutions, but also for the depth of our expertise, collaboration, and integrity.
With over 2200 employees, we serve the world, and we are part of Spectris plc, the world-leading precision measurements group.
Malvern Panalytical. Were big on small.
The Regional Customer Service Manager will be entrusted with making sound strategic and transparent tactical decisions that reflect on Malvern Panalyticals reputation, profitability and customer retention.
SPECIFIC DUTIES & RESPONSIBILITIES:
Successfully manage, motivate, develop and maintain a group of geographically dispersed customer support Engineers (15-25) to meet and exceed the current and future needs of our customers.
Measures and improves the Customer Service business along well-defined Key Performance Indicators (KPIs).
Partner up with relevant groups within Malvern Panalytical (senior Customer Service management, Sector Sales Management, Demand Management Group, 3rd line Technical Helpdesk, etc.) to ensure the highest level of efficiency, profitability and customer satisfaction.
Address all escalations in line with standard protocol includes action plans, follow ups and debriefs with direct communication with customers and the AMEC Customer Services leadership
Ensure that Customer Service processes are executed in line with the globally/regionally agreed policies.
Ensure all engineers perform repairs and preventative maintenances within the Malvern Panalytical framework (contractual obligations and scope) on a consistent and harmonized way.
Oversee and manage personnel activities such as performance appraisals, salary adjustments, hiring and termination of employees.
Coordinate the attendance of customer support engineers at training sessions at the relevant Malvern Panalytical training centers, including COBE and H&S training.
Manage administrative tasks as required for the Customer Support Business.
Work with Customer Care team to drive increased warranty conversion and contract renewal conversions within assigned area.
Drive field team to execute all installation activities and document thoroughly in alignment with all commercial forecasts / schedules while also performing work to meet/exceed all After Sales revenue goals.
Monitor and reinforce the proper use of time sheets / calendar data to measure the team vs. the expected goals of utilization, travel time, admin time, etc. in conjunction with the Malvern Panalytical HR policy.
Foster & maintain strategic relationships with internal and external stakeholders
Partner with local Sales Account Managers and their team(s) as necessary to support new product sales by teaming in customer visits, participation in product demonstrations, and other brick-walling activities.
Build and retain a world-class field service team and a strong, positive customer service culture being a tenacious champion of the customer comes first.
Establishes and measures clear goals for the team. Drives a culture of accountability, continuous improvement, coaching and career development.
Responsible for the deployment, implementation and enforcement of the resulting Customer Service processes across regional team, in alignment with the AMEC Customer Service Strategy.
ENVIRONMENT AND HOURS:
Standard work week of 40 hours, although there is occasionally a need for staff to work beyond this limit.
When you join?
Your career will take off with a comprehensive induction program. We then continue to support and develop our employees by improving their skills, knowledge and performance by in-house, on-the-job training, and external training.
We value entrepreneurship and commitment by offering real career possibilities.
You become part of a growing company where you can shape the future of our work processes.
We offer a competitive compensation plan. Our benefit offerings include Medical, Dental, Vision, 401(k) with a company match, Life and Disability plans.
We also offer Tuition Reimbursement and a Wellness program.
Vacation, Sick, Personal and Paid Holidays.
We are Malvern Panalytical. We are BIG on Small.

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About Us

We are Malvern Panalytical.

We're BIG on small.
We are here to unleash the power of very small things, to make big things happen.
Our technologies enable our customers to create a better world.

Improving everything from the energies that power us and the materials we build with, to the medicines that cure us and the foods we enjoy.
We partner with many of the worlds biggest companies, universities and research organizations.

They value us not only for the power of our solutions, but also for the depth of our expertise, collaboration and integrity.
We are a globally diverse mix of visionary thinkers, creative problem-solvers, and detail-loving geeks.

United by knowing that when you can make the invisible visible, you make the impossible possible.
Our Values

Value beyond measure.
We are a diverse team from all over the world: scientists and engineers. Thinkers and doers. Big picture visionaries and detail-loving geeks. Were all different though together, we share common values that guide us every day.
Our values help shape our high-performing culture and hold each other to high standards in everything we do.

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