Textile Service Manager

Job Function: The job of the Stäubli Textile Service Manager is to help generate revenue by assisting the sales team in soliciting and obtaining orders; understanding and interpreting technical product requirements; providing sales and technical product information to potential and existing customers; assisting in developing and maintaining customer accounts. Sustain customer satisfaction by providing problem-solving resources for the Stäubli Textile Division. Reports to: Textile Director – North America Definition: Service Manager Supervision Over: Service Supervisors (former Service Manager) and Field Service Technicians Duties And Responsibilities: (Listing below may not be all inclusive) Staubli Corporation (STC) is responsible for the installation and service of our Textile machine product lines for the North American market. The Service Manager for STC is responsible for the following: Managing the service team on daily basis. Guardian of our first-class service policies. Ensure that all activities are properly recorded in CRM according to the rules set by the PUs. Resolving the customer questions and complains by analyzing the situation with great efficiency. Promote the sales of our services; spare parts; preventive maintenance; training; etc. Coordinate with the sales team and different department within the division. Keep track of the spare parts use for service. Manage spare parts inventory level and re-order points. Stay informed about activities in the customer service field. Monitor the service team technical skills and organize training to keep up with product evolution. Stay up-to-date and informed about Stäubli equipment; latest services; spare parts requirements. Maintain and report financial service and spare parts activities. CRM database management, consists of but not limited to: Manage and keep current customer accounts in CRM CRM data entry of Service Requests (SR); Service Orders (SO); Parts Movements; Installed Base. Manage different Field Service Reports, Installation and Equipment Modification Reports in CRM. CRM onboarding of new Service Supervisors; FST; or Customer Service employees Competencies: Quality and customer service driven to consistently satisfy internal and external customers. Must be able to use critical thinking and problem solving to resolve customer issues. Multi-tasking Self-motivated, proactive, and resourceful Positive, professional attitude Problem solving abilities. Establishes and maintains effective working relationships based on mutual trust, respect, and cooperation with manager(s), co-workers, customers and/or vendors. Reacts quickly and adapts to changes in priorities, circumstances and direction. Excellent technical writing and communication skills. Ability to read and interpret electrical, mechanical prints and related technical documentation. Ability to effectively use a PC and Microsoft Office applications. SAP experience preferred. Must enjoy working with customers on the phone and through email. Must enjoy working with overseas production unit contacts. Must be able to shift between projects and to prioritize project importance. Qualifiactions & Skills: Education/Experience In the field of mechanical or electrical bachelor’s degree or +5 years of mechanical service management related experience. Travel: Valid driver’s license with good driving record Valid passport or capability to get a passport. Willing and able to undertake travel up to 10-25% of the time. Training will require extended international travel.