What are the responsibilities and job description for the Post-Sales and Service Manager position at BIOFerm Energy Systems LLC?
Position Overview:
The Post-Sales and Service Manager is a critical member of the Operations Group who manages the post-commissioning and post-sales relationship with all BIOFerm customers. This position is responsible for providing high-quality care and service to customers, ensuring the proper resolution of issues and needs, while focusing on maintaining and growing the ongoing relationship with BIOFerm.
The Post-Sales and Service Manager manages all post-commissioning and post-sales customer accounts, including the administration of Operations and Maintenance (“O&M”) contracts. As part of these efforts, this position takes the lead role with all post-sales customers to provide quotes, order parts, track deliveries, schedule service work, provide updates, and generally address all other customer needs. This position manages the service-related efforts of BIOFerm by working closely with all departments to ensure the effective completion, documentation, and invoicing of all service-related activities.
The Post-Sales and Service Manager must have excellent communication and organizational skills to ensure customer satisfaction and maintain healthy business relationships with current and potential future customers.
BIOFerm™ is a Wisconsin-based renewable energy company specializing in turnkey anaerobic digestion and biogas upgrading facilities. Our mission is to provide sustainable and economical solutions for organic waste diversion, transforming food waste, manure, biosolids, and other organic materials into renewable natural gas (RNG), green energy, vehicle fuel, heat, and organic products.
Key Responsibilities:
- Serve as the primary contact for all customer service, spare parts, and post-sales support needs.
- Build and maintain strong, long-term relationships with customers through regular communication, site visits, and responsive service.
- Identify and pursue sales opportunities with existing and prospective customers, including carbon media, spare parts, and maintenance services.
- Attend trade shows, conferences, and networking events to promote BIOFerm products and attract new customers.
- Prepare and deliver sales and service quotes, ensuring timely follow-up and profitable pricing.
- Administer and manage O&M contracts, coordinating with Plant Operations to ensure customer satisfaction and smooth facility performance.
- Collaborate with Sales and Project Execution teams to transition new projects into post-sales service.
- Oversee all service operations including scheduling, parts orders, documentation, and invoicing.
- Track service tickets, warranty claims, and customer communications in the ERP system, ensuring timely resolution and accurate records.
- Coordinate with Procurement to manage inventory, logistics, and supplier performance.
- Monitor customer feedback, resolve issues proactively, and recommend improvements to enhance satisfaction and retention.
- Prepare regular internal and external reports summarizing service performance, sales metrics, and customer activity.
- Maintain compliance with company and regulatory requirements, including documentation and customer account records.
- Support continuous improvement by developing and refining departmental processes, workflows, and training materials.
- Provide after-hours coordination for emergency service and urgent customer needs as required.
- Perform additional tasks as assigned by management.
Competencies & Qualifications:
- Bachelor’s degree in business, engineering, or related field.
- 5 years of experience in customer service, account management, or sales in a technical field —preferably within the renewable energy, industrial, or utility sectors, including biogas upgrading and anaerobic digestion (AD) systems.
- Demonstrated success in managing customer accounts and generating sales opportunities.
- Strong communication, negotiation, and relationship management skills.
- Organized and self-directed with the ability to manage multiple priorities in a fast-paced environment.
- Proficiency in Microsoft Office Suite and ERP systems; experience with data entry and report generation.
- Problem-solving mindset with a proactive approach to customer needs.
- Ability to travel regularly for customer visits, site inspections, and industry events.
- Valid U.S. driver’s license.
- Valid authorization to work in the U.S. without current or future sponsorship.
Compensation & Benefits:
Compensation is based on experience and is competitive. BIOFerm™ offers a comprehensive benefits package.
To be considered for this position, please submit your cover letter, resume, and salary requirements.
To learn more about BIOFerm™ and other positions available, please explore our website at BIOFermEPC.com.