Customer Service Engineering Manager
Andcor Companies, Inc. - Wayzata, MN 55391
Customer Service Engineering Manager Search Project
http://www.andcor.com/page/1/CSE_Mgr.jsp
Summary:
Our client has been recognized as one of the fastest growing technology companies in Minnesota and has also won numerous awards for superior technology, innovation and leadership.
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
952.475.8080
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 company’s services by tracking customer requests and participating in the setting of development priorities.
- Reduce company 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 the 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 organization’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.
About Andcor Companies
Andcor Companies, Inc. (www.andcor.com) is a pure play boutique executive search firm focused exclusively on the emerging growth market. Founded in 1969 and headquartered in Wayzata, Minnesota, Andcor has vast experience building visionary start-up, early and expansion stage companies in a broad array of industries though customized and innovative retained executive search, professional recruiting, organizational development and recruitment process outsourcing solutions.
Created on Nov 13, 2009
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