Manager -Aftermarket Sales & Service

At Columbia we come to work every day driven by the belief that innovation can transform industries, empower communities, and create a more efficient, sustainable world.

With operations spanning five continents and a commitment to excellence in service and support, our purpose extends beyond engineering advanced equipment. We are pioneering innovation and paving a better tomorrow with factory automation solutions worldwide.

Summary:

Management of all Aftersales activities to provide exceptional customer service and support resulting in delighted customers who are "promoters" of Columbia/Okura products and services.

The successful candidate will be a responsive and organized "customer facing" company representative, capable of advance planning and resource management to effectively install and commission new product systems and solving technical field service problems in a competent manner. The role involves P&L management of all Aftermarket Sales (Retrofit Modifications, Service Part Sales, and Technical field support services); and management of the resources responsible for performing these tasks (including regional field based technicians and office based support staff).

Other key roles involve overseeing the development, population and utilization of a Knowledge management database and the development and implementation of a Maintenance Agreement program to provide annual Customer Service and Preventative maintenance.

Essential Duties and Responsibilities:

• Ensures customer satisfaction by coordinating department resources and following up on work results to provide exceptional customer service and responsiveness. Maintains adequate staffing levels and schedules employees to meet customer expectation of 24/7 service coverage. Communicates effectively to keep interested parties apprised of project and/or problem resolution status. Travels to customer’s facility when appropriate (up to 25%)
• Trains customer service team to resolve customer problems by investigating and evaluating complaints and claims, following up with customers, and collaborating to provide innovative technical solutions and strategies.
• Oversees knowledge management and technical competence to insure staff has access to historical solutions and diagnostic experience to assist in the resolution of new field problems.
• Drives parts and retrofit sales by communicating value to established customers, developing and executing the retrofit sales program, and encouraging customer service staff to actively support parts and retrofit sales.
• Achieves financial objectives by preparing an annual budget, scheduling expenditures, analyzing variances, initiating corrective actions. Oversees preparation and distribution of customer service reports and resolves discrepancies by collecting and analyzing service information and consulting with other managerial personnel.
• Directs employees respectfully by maintaining good communication, promoting problem solving, assigning responsibilities, and training and mentoring employees.
• Improves organizational performance by selecting and developing employees. Communicates expectations, plans and monitors job results, provides coaching, and enforces policies and procedures as needed. Maintains confidentiality and provides constructive periodic reports to employees on their performance.
• Organizes technical data by defining, communicating, and enforcing knowledge retention standards, identifying reusable core technologies, and analyzing future applicability of complaint resolution information.
• Continuously improves operating efficiencies by participating in cross-functional teams, eliminating non-value-added activities and documenting processes and procedures.
• Maintains professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, and participating in professional societies.
• Participates in the development of SOPs and SWIs and providing training to execute work practices.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knowledge, skills and/or abilities:
Knowledge-
Software

• Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)

Equipment Operation

• Knowledge of A-B PLC platforms and software RSLogix 5000/Studio5000
• PLC Programming and OXPA software
• AutoCAD

Skills

• Analytical/Problem Solving
• Project/Process Management
• Excellent listening and communication (verbal/written)
• Critical Thinking Skills
• Leadership/People Management Skills
• Project/Process Management
• Computer/Technical
• Reading Technical/Mechanical Drawings
• Reading Electrical Schematics
• Clerical/Secretarial skills

Abilities

• Lead a remote technical workforce in a consistent and competent manner
• Provide a collaborative approach to solve customer issues and manage resources
• Possess an energetic and resourceful contributor with strong critical thinking skills, with a positive “can-do” attitude
• Provide superior attention to detail and continually striving for business excellence
• Capability to work calmly and effectively under pressure
• Work well with others in a team atmosphere
• Provide a respectful work environment for others

Education and/or Experience:

• Engineering and/or Business Degree or equivalent experience required;
• Background in Electro/Mechanical systems desired
• Supervisory/Project/Management experience required
• Five plus years professional experience required

Columbia Okura offers a full benefits package including medical, dental, vision, prescription drug, life insurance, flexible spending accounts, short and long term disability, 401(k), incentive compensation, paid holidays, paid time off, and tuition reimbursement. Equal Opportunity Employer - Women and Minorities are encouraged to apply. Columbia does participate in E-Verify. To apply for this exciting career opportunity today, please apply online at www.columbiamachine.com

Job Type: Full-time

Work Location: In person

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Ability to commute/relocate:

• Vancouver, WA 98661: Reliably commute or planning to relocate before starting work (Required)

Pay: $93,000.00 - $146,651.40 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Referral program
• Vision insurance

Work Location: In person

Salary : $93,000 - $146,651