Nordson Industrial Coating Systems ยท 12 hours ago
Senior Manager, Field Service and Technical Customer Support
USA - Georgia - Duluth
Full-time
Onsite
Senior Level
7+ years expNordson Packaging, a global leader in Packaging, is seeking an experienced and highly motivated individual to join our team. The Service Leader will lead the Internal Technical Support team and the Field Service team, focusing on the creation and implementation of aftermarket support to enhance customer satisfaction.
Machinery
Responsibilities
Superior Technical Aptitude along with outstanding project management skills
Comprehend and utilize SAP and C4C to maintain detailed and accurate customer files
Maintains detailed knowledge of Nordson products, technical offering and service offerings that align with customer expectations and NBS Next methodology
Industry knowledge of new markets, changes in existing markets, competitors' activities (prices, service and product changes), and needs for new or redesigned Nordson equipment and or service
Interface with Nordson OEM Leader and TOP Account leadership Team members on newly informed Customer projects to ensure alignment and coordination of unilateral benefits that tie into service and tech support
Build in-depth allied vendor and Customer-centric relationships to maintain existing business and create added value-driven revenue
Routinely update revenue status against plan including current revenue and any needed gap analysis and countermeasures
Align TOP Products with Customer processes for standardization across all customer locations thru Tech Support and Field Service
Train, coach and develop Field Service and Tech Support on new technology offerings to ensure sales of these new products into the market
Routinely spends time conducting VOC to continue to gain customer feedback
Ability to create and sustain relevant reporting to track efforts across both Service and Tech Support that align with NBS reporting structure
Performs other duties as assigned
Qualification
Required
Minimum 7 years in experience in Service with some relevant leadership experience
Superior Technical Aptitude along with outstanding project management skills
Comprehend and utilize SAP and C4C to maintain detailed and accurate customer files
Maintains detailed knowledge of Nordson products, technical offering and service offerings that align with customer expectations and NBS Next methodology
Industry knowledge of new markets, changes in existing markets, competitors' activities (prices, service and product changes), and needs for new or redesigned Nordson equipment and or service
Interface with Nordson OEM Leader and TOP Account leadership Team members on newly informed Customer projects to ensure alignment and coordination of unilateral benefits that tie into service and tech support
Build in-depth allied vendor and Customer-centric relationships to maintain existing business and create added value-driven revenue
Routinely update revenue status against plan including current revenue and any needed gap analysis and countermeasures
Align TOP Products with Customer processes for standardization across all customer locations thru Tech Support and Field Service
Train, coach and develop Field Service and Tech Support on new technology offerings to ensure sales of these new products into the market
Routinely spends time conducting VOC to continue to gain customer feedback
Ability to create and sustain relevant reporting to track efforts across both Service and Tech Support that align with NBS reporting structure
Travel will be anywhere from 50% to 75% across the United States and Canada
Preferred
Bachelor's degree preferred
Experience with CRM systems with a preference within SAP, Cloud for Customers (C4C) or Salesforce
Excellent written, oral communication and negotiation skills along with having the ability to present to leadership, internal stakeholders
Collaborative skills to work with sales, product management, engineering, and other internal groups to execute on Nordson initiatives
Company
Nordson Industrial Coating Systems
Manufacturers rely on our equipment for the precise application and curing of powder coatings, liquid paint, ambient temperature adhesives and sealants, and food and beverage container production.
5001-10000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase