Job Information
Universal Instruments Corporation Americas & Canada Customer Service Manager in United States
Americas & Canada Customer Service Manager
Universal Instruments is a global leader in the design and manufacture of advanced automation assembly equipment. Our solutions are used to build some of today's high-tech gadgets, and to create the most advanced technologies in the fast-moving electronics industry. From cell phones and tablets to infrastructure, industrial, automotive, military and medical products, our innovative solutions play an integral role in driving the future of technology!
Positional Overview:
This role has the overall responsibility for technical support opportunities within the United States and Canada. This position will be working closely with a capital equipment team including Key Account Managers, Regional Sales Manager, Field Service Operations, and the Customer Order Center team. The goal of this role is to improve customer success and satisfaction through world class service delivery.
Responsibilities:
Collaborate with Field Service Operations to review cost estimates and project scheduling, and field engineering strategy to ensure Customer’s satisfaction.
Delegates work assignments to professional dispatch and logistics professional who will direct field engineers based on most effective utilization of logistics and resources.
Responsible for maintaining opportunities and information in CRM tools when necessary.
Establishes field engineering scheduling on equipment installation, training, warranty and contract services.
Develops and executes training plans for assigned customer service engineering team.
Reviews customer surveys and executes upon any required corrective action in support of maintaining excellent customer satisfaction.
Provides technical phone support and mentorship to customer services engineers and resolution of equipment escalations.
Reviews customer service reports and executes upon any required follow up action.
May engage customers to identify applicable needs, market drivers and act as the voice of the customer.
Assists with analysis of market demand and opportunities for revenue generating field engineering services.
Provide field engineering performance appraisals.
Principal Accountabilities (General Supervisory):
Implements cross-training activities and plans toward the development of a highly flexible work force.
Establishes and implements team/individual Critical Success Factors, including progress tracking.
Interprets company policies to employees and enforces all safety regulations.
Assures efficient utilization of materials, improvement of methods, and elimination of wasteful practices.
Develops workforce planning and utilization programs to satisfy actual and projected requirements. Includes the scheduling of overtime and cost/effective use of temporary services.
Analyzes and resolves work problems or assists employees in solving work-related problems.
Performs other job-related duties as required.
Minimum Requirements:
Bachelor’s Degree in Business or Engineering with 8+ years of relevant experience within electronics manufacturing capital equipment Service, is highly preferred.
In lieu of degree, relevant commensurate domain and scope experience, may be considered.
Strong customer focus with proven communication and negotiation skills.
Proficient in the development of complex commercial service-related offerings.
Basic understanding in Salesforce.com & Statistical Analysis is preferred.
SAP knowledge a definite plus.
Physical Demands:
Requires the ability to use a computer on a frequent basis.
Travel to Universal's Corporate, U.S customer and Canada customer sites at least 40% is anticipated.
Universal Instruments is an EOE/M/F/Vet/Disabled employer
Target Annual Total Compensation: $138,450 – $158,100 + Robust Benefits
NOTE : Compensation Range Will Vary Based on Geography & Market Cost of Living