National Service Manager

uild, manage and support a team of Region Service Managers in delivering the highest quality field service to our customers. Manage the back-office support team including, technical sales, spares and technical support. Foster a fun, high-performance, team-oriented culture across the team

Responsibilities

· Lead and manage aftersales support team located in HQ

· Manage and support to Regional Service Managers

· Client/customer relationship management including client visits.

o Manage KPI performance with clients

o After service completion post visit follow ups with clients to ensure satisfaction

o Build and promote strong, long-lasting customer relationships by partnering with them, understanding their needs, and resolving all issues in a timely manner.

· Coordinate efforts between the equipment field team and the BWT office team, including AR, AP, logistics, and invoicing.

· Work with equipment sales team and coordinate between sales proposals, job installations and field team

· Present operational performance, revenue, and forecasts to RK Water executive team.

· Work alongside customer service and the sales team to ensure 95% of maintenance contracts are renewed.

· Develop a strategic growth plan that helps drive to service business to achieve business goals.

· Run service operations meetings.

· Support new sales with technical and estimating support, review estimates for final pricing and approval as required.

· Address customer enquiries, resolve issues, obtain feedback proactively, and analyze trends.

· Other duties as assigned.

Qualifications:

· Experience: 7 - 10 years of experience in service operations.

· Minimum of five years previous supervisory experience, preferably in service management and customer support.

· Experience in the pharma or biotech industry preferred.

Other Knowledge:

· GMP knowledge preferred

· Personal computer proficiency with MS Office is required.

· Knowledge of quality and/or reliability engineering is a plus.

· Must be able to make solid decisions that effectively support the business and company policies.

Travel requirements are as needed to interface with customers nation-wide.