Ipsen USA is the industry leader for versatile heat treatment systems and advanced process technology. Our advanced equipment is developed for Aerospace, Automotive, Energy, Medical, Tool & Die, and other various industries across the globe.
Ipsen International Inc
Description:Ipsen is a Drug Free Workplace
In order to be considered the candidate must be based near Charlotte NC, Greenville SC, Atlanta GA, or within close proximity of those areas.
Position Summary
Reporting to the Director of Field Service, the Regional Service Manager is responsible for field service of their assigned territory, which may include HUB, Non-Hub or a combination of both within their area of responsibility. They are the first point of contact for all regional customers, service HUB leaders and coordinates all business activities including interface with the central office to ensure customer satisfaction. Responsibilities include but are not limited to: customer relationship and business development, knowledge of all products and services, developing and managing a team of field service engineers through best industry practices to enhance profitable sales growth within the region.
Essential Duties and Responsibilities
- Responsible for building and increasing service revenue through sales of Service Subscriptions, periodic maintenance contracts and service agreements within the assigned region.
- Manage performance of the regional market project cost controls within allocated budgets and efficiency and utilization of Field Service Engineers (FSE).
- Manage assigned regional service team in support of HUB, Non-HUB, or combination based on specific geographic responsibilities.
- When assigned HUB responsibilities, will manage HUB Team Leaders and HUB(s) performance ensuring support of market Service Level Agreements (SLAs).
- Manage daily FSE worksite schedules and coordinate all regional staffing requirements.
- Ensure FSEs adhere to safety protocols, including completing annual training requirements, utilizing proper PPE and completing all Ipsen and customer safety related documentation in a timely manner.
- Process customer POs, new equipment and maintenance quotes, labor and expenses, warranty claims, etc.
- Regional scheduling of projects, consolidating backlog schedule and manpower based on complexity of each project.
- Manage customer communications regarding sale of additional services, scheduling activities, customer technical support questions and potential complaints through successful completion of projects.
- Travel to customer locations, review service requirements at facilities, and make recommendations on needed repairs.
- Provide developmental support to Ipsen Field Service Engineers located within assigned region.
- Provide support, as needed, in addressing and resolving escalated field product performance issues.
Requirements:Education & Experience
- High school diploma or equivalent required. Bachelor's Degree in business, engineering, technology, or related discipline preferred.
- Previous experience in manufacturing, construction, or service-based businesses; or prior field-service experience is highly preferred.
- Prior management experience required, experience leading remote teams preferred.
- Experience working on vacuum heat-treating furnaces preferred.
- Experience selling service and service agreements to commercial customers preferred.
- Experience in business development and/or proposal development in support of service opportunities.
- Experience cultivating and advancing relationships with internal and external stakeholders.
Knowledge, Skills, & Abilities
- Possess strong written and verbal communication skills.
- Demonstrated capabilities in teamwork and leadership, including the desire and eagerness to mentor and assist in the professional development of junior staff members.
- Ability to write reports, business correspondence, and procedure manuals.
- Analyze and interpret general business periodicals, technical procedures, and governmental regulations.
- Ability to define problems, collect data, establish facts, and draw valid conclusions.
- Strong project management experience
- Interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
- Working knowledge of, or the ability to learn, electrical systems such as SCADA, PCBs, Controllers, etc.
- Working knowledge of mechanical pumping systems preferred.
- History of working in the heat-treating industry (commercial or captive) helpful.
- Possess experience working with robust CRM systems (EX: Sales Force Service
- Cloud)
- Working knowledge and experience of MS Office applications and tools.
- Ability to travel (automobile and airplane) up to 30% domestically and internationally.
Physical / Visual / Mental/ Environment Factors
The physical/visual/mental demands described are representative of those that must be
met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to
perform the essential functions.
- Occasionally required to stand, walk, stoop, kneel, crouch or crawl and reach above shoulders.
- Regularly sits and moves from place to place.
- Frequently talks and listens and uses hand to finger, handle or touch.
- Frequently uses close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.
- Occasionally lift up to 50 pounds.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran
Equal employment opportunity, including veterans and individuals with disabilities.
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