National Customer Support Manager – SPECTRO USA

Job ID: 17773

Position Description:
SPECTRO is one of the worldwide leading suppliers of analytical instruments, employing optical emission (Arc/Spark OES, ICP-OES) and X-ray fluorescence spectrometry (XRF) technology, used for the elemental analysis of materials in industry, research and academia. SPECTRO is a member of the AMETEK Materials Analysis Division.
SPECTRO manufactures advanced instruments and develops the best solutions for elemental analysis in a broad range of applications
Elemental analysis is continuing to develop at a fast pace worldwide with the need for ultimate precision, complex system requirements, and expanding fields of applications for even routine operations. SPECTRO leads the progress advancements in this field by providing new solutions and continuous innovations.
Founded in 1979 as a 3-man-enterprise, SPECTRO today employs over 400 employees around the world and is listed as the clear market leader for metal analyzers. In addition, growth in the sales of ICP and XRF spectrometers has continued to exceed industry averages.
Manage North America customer service functions, including departments such as logistics, parts and consumables, field service, and contract sales.
• Defines, implements and maintains service organization business processes in CRM and ERP systems. Develops and maintains procedures, policies, standards and reports for the service department.
• Develops and implements SPECTRO customer service offerings based on solutions to customer’s high value problems (upgrades, service contracts, performance contracts). Sets pricing for service offerings and maintains service offering price book.
• Defines customer satisfaction and service operation performance metrics and reports monthly on the group’s progress against business unit goals. Chairs quarterly service operations meetings to review performance to plan. Analyzes the data and takes corrective action when needed.
• Aligns field service resources across the region for an effective service operation, including ownership of service engineer scheduling to meet response time goals.
• Ensures that the department maintains a workforce with the requisite skills and capabilities to meet current and future customer service requirements. Is responsible for individual and employee development and satisfaction.
• Supports the SPECTRO distributors field service supervisors
• Sets standards for effective communication with customers by email, letter and by telephone
• Identify and communicate areas of improvement regarding field problems and service operations. Assist Field Service Engineers with resolving escalated customer issues
• Provides weekly and monthly reports on the service activities to management.
• Travel to key accounts and to customer sites as required.

Job Requirements:
Position Requirements:
• Bachelor’s degree and at least 5 years of leadership experience within service management with a global high-tech manufacturer.
• Deep understanding of concepts of reliability, maintainability, equipment availability and customer Cost of Ownership.
• Proven skills in problem solving, identifying root cause and implementing corrective actions.
• Exceptional interpersonal skills
• Ability to develop and execute multiple priorities and approaches to meet objectives
• Experience with budgeting and growing a service business.
• Experience working with engineering and marketing on developing/maintaining service offerings (upgrades, contracts, repairs, spares lists, price lists).
• Worked in an environment where the focus is on world class customer service
• Demonstrable team building skills with proven leadership ability
• Use to managing tight service levels with same-day response requests
• Down-to-earth with a common sense approach and a strong people focus
• Competent in ERP systems, logistics systems, and working in a virtualized server environment
• Numerate with strong analytical and report writing skills
• Must have experience utilizing a CRM (Salesforce, SalesLogix, etc.) to collect and analyze service metrics.
• Willingness to travel within your specified geographic region

We are an Equal Opportunity Employer and do not discriminate against
any employee or applicant for employment because of race, color, sex,
age, national origin, religion, sexual orientation, gender identity,
status as a veteran, and basis of disability or any other federal,
state or local protected class.

SDL2017