Service Manager Dht/coatings

**Overall Responsibility**

The Service Manager sits at the intersection between operations, engineering and external customers, owning the commercial health of the designated service line, in this case thermal spray coatings. The Service Manager is CASL’s coatings domain expert with deep knowledge of both the commercial and technical aspects of the business. This position is ultimately responsible for the success of CASL’s thermal spray business segment and takes a leadership role in identifying and pursuing revenue generating opportunities while supporting operations personnel in developing quotations, specifications, production procedures and manufacturing capabilities.

In support of CASL’s strategic initiatives the Service Manager will lead and have ultimate responsibility for the following major activities:
**Specific Responsibilities**

A. Profitable Revenue Generation
- Relentlessly drive new revenue from existing clients. Identify new products or services that can be supplied by CASL. Identify revenue streams directed to competitors, develop and execute sales strategies to capture these revenue streams.
- Service existing accounts, obtain purchase orders and organize daily work schedule to call on existing, and prospective, clients.
- Build and maintain customer relationships that achieve CASL objectives for sales, market share and profitability.
- Where product or service shortfalls occur, develop commercial solutions that protect CASL objectives while maintaining client commitment.
- Sales prospecting: Conduct sales research to identify prospective customers and their associated sales potential.
- Identify, connect with and qualify contacts working for prospective customers.
- Create, plan and deliver sales presentations on CASL products and services. Educate prospective customers on the features, advantages and benefits of CASL products or services.
- Convert sales prospects into revenue generating, repeat customers.
- Assist or lead in development of sales collateral ensuring materials correctly and effectively represent CASL capabilities.

B. Operations Support
- Coordinate quoting responses with customer service personnel as required.
- Coordinate operational, technical or customer service support as required to meet client needs.
- Liaise with customers as required to document the scope of work for incoming jobs.
- Establish standard hours for all processes to be used in development of customer quotations.
- Monitor jobs in Quoting to ensure objectives for quotation generation are achieved.
- Monitor jobs quoted and Waiting on Approval and take corrective action as necessary to gain approval and minimize aging.
- Lead the failure analysis and warranty administration activities for thermal sprayed components in a manner that ensures CASL’s corporate interests are protected. This position is responsible for determination of warranty consideration from a technical point of view and will be required to participate in discussions of a technical nature with customers and suppliers on an as needed basis. Provide adequate and timely feedback from failure analysis to process stakeholders and ensure deficiencies requiring corrective action are identified and addressed in an appropriate manner.
- Prepare warranty and failure analysis reports for onward transmission to customers and suppliers. Ensure evidence gathered is collected and presented in a manner suitable for onward transmission to the customer.
- Lead the development of vendors in support of operational objectives.

C. Reporting
- Prepare weekly reports summarizing all relevant sales calls.
- Monthly development of the rolling three month sales forecast.
- Annual development of the 12 month sales plan.
- Provide regular information on customer, market and competitor trends.

D. Industry Knowledge
- Maintain professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks and participating in professional associations.
- Participate in relevant trade shows.
- Participate and network at customer segment industry events and functions.

E. Product Knowledge
- Possess in-depth product knowledge and be capable of effectively presenting CASL capabilities to technical clients.

F. Leadership
- Customer focus. Continuously pay attention to customer needs and adapt as they evolve. Build strong customer relationships and deliver customer centric solutions.
- Cultivate innovation. Pay attention to what customers want and need - new and improved products, services, solutions and experiences. Take initiative and collaborate with peers to drive improvement.
- Drive results. Infuse the organization with a sense of urgency. Create a culture where organizational performance is always top of mind. Communicate a vision, set priorities and execute plans that achieve CASL’s desired outcome.
- Courage. Be comfortable with the conflict that is inherent to being the voice of the cus