Position Summary:

This position is responsible for leading the customer-facing, daily service team for the Surface Finishing and Metal Finishing business in the USA and Canada. The Service Manager will ensure all local service colleagues perform their jobs in a way the meets or exceeds customer expectations in a safe way. In coordination with the sales team, they will monitor individual performance, allocate resources to support business growth, and create plans for talent development and career planning in the commercial service organization.

Extensive travel to include customer sites and company offices/laboratories for required meetings (50% ).

Office or home based - depending on home location. Commutable distance to Zion, Illinois highly preferred.

Job Accountabilities:

• Provide effective leadership and direction to the commercial service team to achieve business objectives: Customer satisfaction, QH product application excellence, Build customer intimacy.
• Develop and execute training programs to ensure service activities are performed safely and accurately.
• Manage performance, develop high-performing team, and establish succession within the commercial organization in partnership with HR.
• Cross functional collaboration with key internal stakeholders, primarily sales and product management, to maintain existing business and identify new opportunities, and support new product trials.
• Share accountability to meet team annual goals and priorities (ex. Safety and Budget). Support the execution of strategic growth initiatives for the commercial team.
• Support execution of customer TCO projects to meet annual contract guarantees.
• Hiring and onboarding of new service team members in conjunction with HR.
• Evaluate and Manage work-load levels of service team individuals to ensure work is done efficiently. Adapt people resources to changes at customer sites.
• Ownership of operational expense budget for service.
• Responsible for expense management and T&E compliance for service team.
• Comply with all Company Policies: to include but not limited to Code of Conduct, safety training, and expense reporting.

Education, Experience, Skills & Competencies:

Education

• Bachelor’s Degree required in Chemistry, Engineering, or any relevant business related area.

Experience

• A minimum of 10 years of relevant industry experience required.
• A minimum of 5 years of people management experience preferred.

Skills & Competencies

• Strategic Thinking – Translate long term strategic goals into present and future organizational needs.
• Results Driven – Holds self and others accountable for achieving performance objectives.
• Ability to collaborate and build relationships – internal and external.
• Leads change – Seeks opportunities, removes barriers and commits to improvements, and supports culture.
• Innovation – Fosters an environment that encourages creativity and openness to new ideas.
• Builds talented team – Creates a high performing organization by having the right people in the right roles.
• Demonstrates strong business acumen, decision making and ability to prioritize and manage multiple tasks.
• Analytical & Problem Solver – Analyzes situations and makes informed decisions with courage and conviction.
• Strong Communication Skills – written, verbal, active listening, influence, etc.
• Proficient in English - written & spoken.
• Working knowledge of Microsoft Office.