Regional Customer Service Manager

6 months ago

Leduc, Canada Flowserve Corporation Full time

**Role Summary**:
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.

**This position can be located in Canada (Leduc, Alberta) or the United States (Rancho Dominguez, California). Availability to travel on a quarterly basis is required.**

**Responsibilities**
- Team members within the sub-region who are directly responsible for quotation activities will report directly to the Customer Service Manager.
- Balance the workload across the quoting team to maximizes capacity.
- Drive key performance metrics for Year-Over-Year improvement in job margin, bookings, and revenue.
- Foster and reward a safety-first culture where everyone understands and owns their role and expectations.
- Enforce uncompromising Quality expectations by holding the team accountable for the accuracy and clarity of quotations.
- Partner with the Sub-Regional Operations Manager in the creation of annual business plans for the sub-region that includes bookings, revenue, and gross margin - with a sub-regional focus.
- 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.

**Requirements**:

- At least 3 years relevant experience in the rotating equipment manufacturing or repair industry.
- Experience building cross-functional, diverse, and responsive teams.
- Excellent analytical and strategic skills. Good business acumen and problem-solving skills.
- 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 mínimal direction.
- Attention to detail and process-oriented mindset with results driven background.
- Strong written and oral communication and presentation skills with the ability to speak and communicate effectively with various audiences at the site level. Capacity to effectively present information and respond to questions from supervisors and managers at multiple levels of the organization.
- Capable of quickly establishing credibility, influencing constituencies, and persuading professionals at all levels.
- Ability to prioritize and manage multiple tasks in a fast-paced and changing work environment.
- Strong analytical and problem-solving skills, in addition to interpersonal, teamwork skills
- Prior experience working the fast-paced and unpredictable environment around repair services.
- Strong drive to make things happen and a strong “can do” attitude.

**Preferred Experience/Skills**
- A Bachelor’s degree in Manufacturing / Mechanical Engineering or related discipline.
- Experience working with rotating equipment and understanding their design and function.

Pay

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