Support Manager Jobs in Indiana (NOW HIRING)

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About the job...

The Quote Support Manager leads a team of approximately 10-12 Quote Specialists (Tier 1-3) responsible for delivering fast, accurate, and complete aftermarket quotes across parts and service. This role is accountable for team performance, process discipline, and the quote-to-order handoff quality that sets the downstream customer experience in motion. The Quote Support Manager reports directly to the Director of Customer Experience and serves as the primary operational leader for all quoting activity within the US Service Division.

This is a hybrid position located in Greenwood, IN, Houston, TX, Richmond, VA or Warrington PA.

Responsibilities include:

• Leads, coaches, and develops a team of approximately 10-12 Quote Specialists across Tier 1, 2, and 3 capability levels, ensuring each team member understands their decision authority and growth path within the tiered model.
• Conducts regular 1:1s, team huddles, and performance reviews to maintain accountability, recognize contributions, and address performance gaps with clarity and care.
• Partners with the Training & Knowledge Specialist to identify skill gaps and build targeted development plans for individual contributors across all tiers.
• Responsible for the recruitment, onboarding, and ramp-up of new Quote specialists, ensuring new hires reach full productivity within the defined transition timeline.
• Oversees daily quoting operations to ensure team delivers against established service level agreements (SLAs): same-day turnaround for standard parts quotes and under five business days for complex or multi-line quotes.
• Reviews escalated quote requests requiring non-standard pricing, custom configurations, or exception approvals, making final decisions within delegated authority or routing to the Director of Customer Experience or Sales Leadership as appropriate.
• Monitors quote accuracy rate (target: 98% error-free) and takes corrective action when pricing, specification, or terms errors are identified, including root cause review and process adjustment.
• Ensures all quotes produced by the team include complete package documentation - pricing, specifications, terms, lead time, and delivery timeline - to minimize downstream rework by the Order Support team.
• Maintains a close working relationship with Sales, Channel Partners, and customer contacts to ensure quoting speed and quality support sales velocity and customer satisfaction goals.
• Coordinates with the Americas Distribution Center (AMDC) and Service Operations to confirm parts availability and lead and service time commitments before issuing quotes to customers.
• Partners with the Order Support Manager to reduce quote-to-order errors and streamline the handoff process, including shared review of quote completeness metrics and rework rates.
• Engages the Workflow Optimization Manager to identify systemic quoting bottlenecks, escalation patterns, and process improvement opportunities on a recurring basis.
• Tracks and reports on key performance indicators (KPIs) including quote turnaround time, accuracy rate, volume capacity, quote-to-order conversion rate, escalation rate, and rework rate, presenting results in weekly operational reviews.
• Analyzes quoting trends and customer feedback to identify opportunities for process improvement, tool optimization, or tier reallocation within the team.
• Partners with the Data & Reporting Analyst to ensure quoting data in CRM and ERP systems (OneCRM, OneService, Pulse) is accurate, complete, and accessible for operational decision-making.
• Maintains working knowledge of all quoting tools and platforms including OneCRM, OneService, Pulse, and internal pricing guidelines to provide effective coaching and quality review.
• Ensures all team workflows, escalation protocols, and standard operating procedures (SOPs) are documented, current, and consistently followed by team members.
• Champions adoption of new tools and process changes during the CX Transformation rollout, acting as a change leader and stable point of communication for the team.

"We care about diversity, inclusion and equity in our recruitment processes. We also believe behavioural traits can provide important insights into a candidate's fit to a role. To help us achieve this we apply Pymetrics assessments, and upon application you will be invited to play the assessment games."

What you know:

• Associates or Bachelor's degree in Business Administration, Operations Management, Supply Chain, or a related field preferred. Equivalent combination of education and directly relevant experience will be considered.

• 3+ years of experience in aftermarket sales support, inside sales operations, order management, or a customer-facing quoting role within an industrial equipment, manufacturing, or capital goods environment.
• 2+ years of demonstrated people leadership experience, including team performance management, coaching, and development.
• Experience operating within a tiered or structured workflow environment is a plus.
• Strong understanding of the quote-to-order process and the downstream impact of quoting accuracy on order fulfillment and customer satisfaction.
• Demonstrated ability to manage team performance through data - comfortable owning KPIs, identifying trends, and driving corrective action.
• Proficiency with CRM and ERP platforms (experience with SAP, Salesforce, or similar tools preferred).
• Clear and confident communicator - able to translate operational issues into actionable direction for both frontline team members and senior stakeholders.
• Collaborative by default; able to build trust across peer teams in a matrixed organization.
• Change-ready: comfortable operating in a transforming environment and helping team members navigate ambiguity with confidence.
• Domestic travel estimated at 10-15%, primarily to US service centers and internal team meetings. International travel is rare but possible for global CX alignment meetings.
• Valid driver's license required for site visits.

At Alfa Laval, we pride ourselves on creating an inclusive and dynamic workplace that values diverse perspectives and experiences. While we typically welcome applicants from all locations, currently, we are prioritizing candidates who reside in the US or have an established presence in the area.

What's in it for you?

Alfa Laval offers a competitive salary and full benefits package, including medical/dental/vision/life, 401(k) plan, and more. At Alfa Laval, we carefully consider a wide range of compensation factors to determine your total compensation package. We rely on market indicators to determine compensation and consider your specific job family, background, skills, and experience to get it right. These considerations can cause your compensation to vary and will also be dependent on your location. The base salary for this role is typicallybetween $80,000.00 to $115,000.00.

Alfa Laval is an equal opportunity employer. We are committed to building an inclusive and diverse workforce. All employment is decided on the basis of qualifications, merit, or business need, without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

EEO/Vet/Disabled Employer