Customer Service Engineering Manager Job Opening
Summary:
Andcor Companies, Inc. (www.andcor.com <http://www.andcor.com/> ), a
pure play boutique professional and executive level search firm focuses
exclusively on the emerging growth market, is partnering with one of the
fastest growing technology companies in Minnesota to identify and
attract a world-class Customer Service Engineering Manager.
The Customer Service Engineering Manager will lead a team of Customer
Service Engineers and Technical Advisors who are the pre-sale and
post-sale technical experts supporting the Company's custom CNC machined
and injection molded parts. The CSE Manager will fulfill the job of a
CSE while ensuring that all job functions of the team are performed
accurately and in a timely manner while supporting the Company's
philosophy. The CSE Manager will ensure the team is appropriately
evaluating opportunities where it is appropriate to work outside of the
standard company processes, balancing the objective of satisfying the
customer requests with the potential of downstream risks to deliver
acceptable parts on schedule. The CSE Manager will lead the team's
efforts to investigate and resolve post-sales technical challenges, NCRs
and customer escalations in a manner that helps the company retain its
valuable customers.
Potential candidates should submit an electronic cover letter and resume
to:
Ty Anderson
Andcor Companies, Inc.
tanderson@andcor.com
Essential Duties & Responsibilities:
* Manage the performance of the CSE/TA team by tracking and
monitoring key metrics.
* Provide ongoing coaching and training required to perform the
duties of the CSE and TA roles.
* Support extensions to the Company's services by tracking
customer requests and participating in the setting of development
priorities.
* Reduce Company's costs by tracking recurring NCRs and
recommending solutions to the core issues.
* Perform the duties of a Customer Service Engineer. The
intent is to act as a player-coach on the team, acting as an example of
technical expertise, business acumen and customer-centric
communications.
* Work closely with sales and customer service to understand
strategies and implement initiatives to support high growth accounts.
* Communicate revenue opportunities and risks to sales.
* Coordinate appropriate personnel to provide technical
expertise at customer meetings and tradeshows upon request.
* Work with functional teams to address quality, process and
business issues in the Company's manufacturing environment.
* Handle customers' technical objections by focusing on
Company's value and then communicate the content and insights from these
discussions with sales.
* Document all customer interactions in CRM and utilize the
features of CRM to move the sales process forward.
* Resolves issues diplomatically in a logical, non-emotional
manner.
* Support customer-centric philosophy in all team
communications.
* Other duties as assigned.
Qualifications:
* Proven ability to lead a technical team responsible for both
pre-sales and post-sales technical support of Sales and Customer
Service.
* Proven ability to get positive results from a high
performance team.
* Strong verbal and written communication skills.
* Strong interpersonal skills, with an ability to build rapport
and customer trust.
* Demonstrated ability to use Q&A techniques to assess a
customer's situation in order to provide relevant solutions in the form
of recommended 3D CAD model changes.
* Ability to work in conjunction with a quota carrying sales
team supporting the sales process.
* Easily grasp the Company's manufacturing and business
processes.
* Experience with 3D CAD modeling software, SolidWorks or
equivalent is highly desired.
* Solid understanding of the plastic injection molding process
including an understanding of thermal and mechanical properties of
thermoplastic resins.
* Solid understanding of mechanical design and the principles
of designing for injection molding.
* Understands general concepts of CNC machining.
* Familiar with Quality Control inspection techniques and
documentation methods.
* Proficient with measuring instruments including calipers,
surface plates and height gages.
* Experienced user of CRM and MS Office Products.
Personal Competencies:
* Goal oriented and comfortable with meeting or exceeding
clearly defined metrics.
* Effective problem solving skills.
* Strong sense of urgency and ability to be highly responsive.
* Strong attention to detail.
* Self motivated, positive attitude and able to work
independently or in a team environment.
* Receptive to constructive feedback from supervisors, peers
and customers.
* Ability to multi-task and prioritize work.
Ty Anderson
Managing Principal
D: 952.475.8080 M: 952.250.1448
Andcor Companies, Inc.
825 Wayzata Boulevard E.
Wayzata, MN 55391
www.andcor.com
Received on Tue Nov 10 08:44:58 2009
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