Remote Escalations Representative Jobs in Roy, UT

Job Description:

The Opportunity: 

JR Automation, a Hitachi Group Company, is driven to deliver customer success worldwide. We provide intelligent automated manufacturing and distribution technology solutions that transform how the world's leading manufacturers make and distribute products. Our strength is our people and we're always looking to get stronger across North America, Europe, and Asia. Join us as an Inside Sales Manager - Aftermarket in Holland, MI as we work together to bring innovative automation solutions to life.  

Location Type: This is a full-time salary position based onsite in Holland, MI (preferred).  Will consider a hybrid or remote location for the right candidate.

What We Offer:

• Competitive wages, medical benefits starting your first day, and paid parental leave

• Opportunity to work on customized, 1-of-1 automation projects

• A collaborative, engineering-driven environment

• Career growth and skill development opportunities

• A role where craftsmanship and quality truly matter

• Work with cutting edge and innovative technologies

Role Overview

The Aftermarket Inside Sales Manager is responsible for directing and managing the overall Aftermarket Inside Sales function, including strategic planning, operational leadership, sales process optimization, workforce management, and revenue growth initiatives.  This role establishes priorities, develops processes, appropriately allocates resources, and executes sales strategies that support Aftermarket objectives for the Inside Sales team.  Leading the team through the daily execution of customer inquiries, parts quotations, and order management, they will develop a proactive sales culture focused on opportunity identification, customer engagement, and solution development. The Inside Aftermarket Sales Manager partners closely with Aftermarket Account Managers, Project Managers, Engineering, Supply Chain, and Logistics teams to ensure efficient quote-to-cash processes consistent with customer and company objectives. The Inside Sales Manager owns the transactional sales engine, including forecasting of Daily Parts, customer responsiveness, quote conversion, Inside Sales Representative productivity and lead generation from the installed base and is accountable for the development, implementation, and continuous improvement of policies, programs, and operational strategies supporting aftermarket sales performance.

How You'll Make an Impact:

• Lead, coach, and develop the Inside Sales Representatives (ISR) to achieve sales, service, and productivity targets.

• Supervise and manage the work of Inside Sales Rep team, including assigning work, setting priorities, evaluating performance, administering corrective action, and making recommendations regarding hiring, promotion, compensation adjustments, and termination.

• Manage daily workflow and workload distribution to ensure timely response to customer inquiries, quote requests, and order processing.

• Establish and monitor key performance indicators to manage effectiveness and efficiency of processes and develop corrective actions, process improvements, and resource allocation plans to address deficiencies. 

• Resolve customer escalation and coordinate with internal teams to ensure timely resolution.

• Drive quote-to-order conversion through effective follow-up processes and coaching of ISR behaviors.

• Monitor, manage, report and identify improvements to improve open-quote backlog and lost sales/ opportunities.

• Make recommendations on the development of the Aftermarket divisional budget, while managing and monitoring the ISR budgets, forecasts, staffing plans, and operating expenses within approved LOA.

• Ensure consistent use of CRM and other business systems to maintain accurate customer, quote and sales data.

• Promote cross-selling and upselling for Aftermarket products and services during customer interactions.

• Lead departmental strategic planning activities and recommend Inside Sales department improvements to support business objectives.

• Collaborate with senior leadership on sales forecasting, capacity planning, workforce planning, and long-term growth strategies.

• Serve as the primary management representative for the Inside Aftermarket Sales function and make decisions impacting departmental operations and business results.

• Foster a team culture which includes monitoring customer buying patterns and performing market research to identify opportunities and increase account penetration.

• Foster a team culture which includes account prospecting and proactive customer engagement to improve identify opportunities.

• Develop and implement standard work, operating procedures, and best practices for inside sales activity.

• Support pricing execution, discount compliance, and commercial policy adherence.

• Exercise discretion in reviewing customer requirements, recommending commercial solutions, and making decisions within approved LOA.

• Partner with Aftermarket Account Managers to support customer growth strategies and opportunity development.

• Develop systems and processes to deliver high customer experience and satisfaction consistently.

• Develop and maintain team performance dashboards and regularly communicate results, trends and improvement initiatives.

• Recruit, onboard, train, continually develop and evaluate ISR team members.

• Establish individual and team performance goals

• Foster a customer-focused, accountable, and results-oriented culture

• Support and when appropriate, lead implementation of customer engagement and workflow tools.

• Ensure compliance with company policies, commercial practices, and quality standards.

Note: This list of responsibilities is by no means inclusive; however, it is intended to be a guideline for activities.

What You'll Bring:

• 5+ years working in a Sales or other customer-facing role required

• 2+ years leading teams required

• Strong financial and commercial acumen required

• Experience in the automation industry preferred

• MS Office, Salesforce, Epicor and Windchill proficiency with advanced Excel skills required

• Strong data analysis and reporting capabilities with sound decision making

• Demonstrated oral and written communication skills

• Proven ability to handle multiple projects and priorities

• Exhibits a strong action orientation and takes initiative to solve problems

• Demonstrated ability to work collaboratively with others, influence decisions, develop relationships, and build an effective team

Disclaimer: JR Automation requires candidates to successfully complete a 10-panel drug screen, physical examination, and background check.

Company Overview: 

At JR Automation, A Hitachi Group Company, we discover potential, reimagine limits, and advance industry. When faced with a problem, we find a solution.

Together, we push what's possible to automate for tomorrow.

Join our team of 2,000+ at one of our 20+ facilities around the world and be a part of the most experienced team of advanced automation integrators.

Fueled by Possible.

Equal Opportunity Employer (EOE)-Females/Minorities/Protected Veterans/Individuals with Disabilities

If you need a reasonable accommodation to apply for a job at JR Automation, please send the nature of request and contact information to jrcareers@jrautomation.com. Queries other than accommodation requests will not be responded to.