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    Head of Customer service manager - Leduc, AB, Canada - Flowserve Corporation

    Flowserve Corporation
    Flowserve Corporation Leduc, AB, Canada

    1 week ago

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    Description

    The security of your personal data is extremely important to Flowserve, that's why our recruiters will only contact you from an "" email address – and never from a personal email account.

    Additionally, our interview process will always include phone and/or video communication. Any solicitation for information outside of these channels is likely fraudulent.
    Regional Customer Service Manager Leduc , Alberta
    Sales

    Job Type:
    Full time
    Flowserve is a world-leading manufacturer and aftermarket service provider of comprehensive flow control systems.

    Driven by our Purpose, we are committed to building a more sustainable future to make the world better for everyone.

    With more than 16,000 employees in more than 50 countries, we combine our global reach with local presence.

    We support more than 10,000 customers worldwide, creating products to meet the needs of our customers who are supplying energy, fresh water, pharmaceuticals and other essentials to consumers, businesses and governments globally.

    Join a company where the people challenge themselves to approach each situation with ingenuity and creativity to help provide our customers with the most innovative flow control products and services.

    You will be part of a team known for its industry-leading talent, unparalleled portfolio, and unmatched commitment to customer success.

    Flowserve offers competitive pay, annual bonuses, medical benefits on day 1, generous paid vacation time, paid holidays, retirement plan or 401(k) plan depending on which country you are located, and many other excellent benefits

    The Regional Customer Service Manager is directly responsible for the leadership and management of all commercial aspects of the sites within the assigned sub-region.

    The primary objectives of the Sub-Regional Customer Service Manager are to drive market-leading response and customer service which will drive meeting financial obligations to the company by increasing market share.

    This position is responsible for ensuring consistency on market level pricing, work scopes, pricing, and cost estimates within the assigned sites.

    This role will support the Sub-Regional QRC Manager to create accurate forecasts regarding revenue, bookings, and gross margin.

    The Sub-Regional Customer Service Manager will collaborate with local sales engineers, site managers, and other Sub-Regional Customer Service Managers to understand and implement tactics around regional growth strategies.

    The Sub-Regional Customer Service Manager will support programs around safety, quality, and operational excellence within their teams at the sites.

    Direct and matrix reports may include site level estimators, planners, and/or anyone who is responsible for handling quotation activities.

    Team members within the sub-region who are directly responsible for quotation activities will report directly to the Customer Service Manager.

    Drive key performance metrics for Year-Over-Year improvement in job margin, bookings, and revenue.
    Enforce uncompromising Quality expectations by holding the team accountable for the accuracy and clarity of quotations.
    Support quarterly updates to forecast.
    Support monthly 'flash' updates within each quarter to provide updates on progress to the quarterly forecast.

    Drive the development of standardized, consistent, complete, and accurate quotes and work scopes that support operation plans and goals.

    Partner with Managers of Sales to support strategic plans to grow share of customer spend on rotating equipment repairs with a focus on win-back opportunities, growth within current accounts, and finding/developing new target customers.

    Increase focus to support growth plans for non-Flowserve heritage equipment.

    Provide support to Commercial Operations regarding sight unseen quotes for repairs / upgrades to be executed within the QRCs.

    Lead an improved customer experience with excellent response times on quotations that are in line with customer expectations regarding scope and pricing.

    Select, train, review, motivate, and manage personnel for the efficient performance of assigned duties and growth of the quotation resources within the sub-region.

    Effectively communicate deep into the team the latest operations, sales/marketing, and support plans along with how each individual or team impacts those goals.

    Experience with rotating equipment including detailed product and technical knowledge, such as sizing/selection, application, and strong knowledge of parts and components.

    Experience building cross-functional, diverse, and responsive teams.
    Experience in technical writing and contract review.
    Knowledge of service environment activities including DCI, machining, assembly, test, and field service for rotating equipment.
    Highly organized with proven leadership skills and the ability to achieve objectives with minimal direction.

    Strong written and oral communication and presentation skills with the ability to speak and communicate effectively with various audiences at the site level.

    Ability to prioritize and manage multiple tasks in a fast-paced and changing work environment.
    Prior experience working the fast-paced and unpredictable environment around repair services.
    A Bachelor's degree in Manufacturing / Mechanical Engineering or related discipline.
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