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Service and Sales Manager

Company: Shick Esteve
Location: Urbana
Posted on: August 6, 2022

Job Description:

The Service and Sales Manager will lead and manage the sales and customer service operations for our component service and sales team. This position will be the driving force behind the 15% annual growth goal of component sales. The Service and Sales Manager will develop and implement appropriate training, policies, procedures, and growth initiatives as well as building greater customer satisfaction and increasing client loyalty/retention through productivity measurement. The Service and Sales Manager must be a progressive thinker and able to lead across departments, will be capable of managing numerous complex priorities with sound decision-making, will communicate effectively with diverse constituents, and will deliver results.Essential Functions:Understand corporate vision, strategies and company financials. Create and communicate vision for the department that supports the achievement of corporate vision, strategies and company financials. Ensure department vision is executed.Work with other departments on strategy development to create efficiencies and cost savings. Gain understanding of the impact decisions made at department-level have on others and on the company.Provide decision-making for high-level project and customer issues, working with other departments when necessary, always keeping the company's best interest at the forefront.Establish annual budget and resource plan for the department. Monitor and perform within forecasted plan.Track key performance indicators that drive change and provide visibility to the department and leadership teams. Monitor routinely with active data analysis to target and drive results.Ensure processes and SOP's are consistent, documented, and communicated.Develop and document the administrative processes for the Service and Component Sales Team.Solicit input and collaborate on strategy with the Director of Sales and other Shaffer resources to ensure the best design, pricing, strategy, terms and conditions on potential projects and/or issues.Responsible for developing strategies and growing staff appropriately to achieve service, component, and small system sales goals.Develop a strategy for outbound calling to both existing and new customers in an attempt to gain parts business.Manage the accuracy and timeliness of the Service and Component Sales department and achieve profit margin expectations.Strive for continuous improvement in customer interaction and provide necessary training and corrective actions as necessary.Manage the quotation process to provide response to requests within 24 hours.Drive consistency in the quotation process and provide follow-up with all customers.Manage the Technical Response team to ensure customers' technical calls are responded to timely for the 24/7 support offered by Shaffer.Provide research for part prices/availability, manufacturer's specifications, warranty status, estimate approval or other related items for customers as required.Assist with Installation & Startup estimation and detailed planning when necessary.Research and suggest technical solutions to improve the operations of the component sales department.Manage order processing with the expectation that all orders will be processed for customers within 24 hours of a verbal purchase order. All resulting purchase order for Shaffer vendors should be typed and sent within 24 hours of the customer's purchase order receipt.Maintain and grow our spare parts order list for all system projects; and provide manuals to customers along with Operations and Maintenance Manuals.Assist with the Component Sales collections process as necessary.Manage Warranty events and customer issues.Involved in Equipment Final Inspection before shipment.

Minimum 5 years in leadership position in a growing company. Highly prefer a project-based, capital equipment manufacturing company.Bachelor's degree or equivalent in a relevant program required. Master's degree in field or business highly preferred.Process-oriented, data-driven mindset for decision making and driving efficiency into system design.Capability to leverage and flex diverse resources, respond quickly, understand the impact of changes and decisions, facilitate agreement and focus on customer and company needs.Demonstrated ERP/MRP experience.Ability to lead and motivate others by articulating and implementing a vision that supports company strategies. Ability to build, develop and retain a high-performing team through assessment, recruiting, coaching and developing others.Demonstrated ability to take initiative and achieve results in a fast-paced, evolving environment.Excellent at interfacing and collaborating with business and operations leaders as well as frontline employees. Must have outstanding interpersonal, influence and communication skills, both verbal and written.High degree of personal accountability and integrity.Experience managing a growing aftermarket business.Must function effectively as a representative of Shaffer with customers, company sales representative and with other industry members.Ability and willingness to provide hands-on support if/when necessary.Travel is required to customer locations and sister companies both nationally and internationally. Estimated at 10% but could be higher depending on project and company demands.PM21PI187913517

Keywords: Shick Esteve, Dayton , Service and Sales Manager, Sales , Urbana, Ohio

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