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Technical Customer Service Manager

Company: JBT Corporation
Location: Lakeland
Posted on: January 15, 2022

Job Description:

Responsible for assisting in the further development, expansion and support of the sales and installed base associated with the SF&DS product lines in North America. This will be accomplished by coordinating the scheduling/logistics of and providing technical support to the field service team and their activities. Includes the identification of specific customer technical installation/repair activities and scheduling appropriately experienced and trained service technicians to the projects. Position is further responsible for workload forecasting, training of service technicians, and processing of quotation requests and/or service orders. Also responsible for executing and/or managing service related projects and service contracts, developing service project proposals, and providing other forms of service sales support or direct sales activities as requested.

  • Align with the Area Customer Care Manager and Regional Sales Manager(s) to assist in the development and profitable growth of the SF&DS business.
  • Directs service personnel attendance for normal calls for service, breakdowns, service contracts, shop assistance, leased equipment calls/support, rebuilds/overhauls, inspections/audits, installation projects, and training. Ensures best match of individual capabilities to call/project requirements.
  • Serves as the initial point of contact for service technicians and customers to supply technical expertise and/or obtain engineering and/or further sales support. Assists with logistics including travel and obtaining additional parts, tools, equipment, etc.
  • Serves as on call coordinator of technical service support between the customer and the service technician. Includes after-hours support call responsibilities (24/7). Ensures all requests are followed up in a timely manner.
  • Manages, plans and schedules customer courtesy calls (sales assist) to promote JBT equipment, parts, and services.
  • Perform/manage other administrative tasks as required by the position (i.e.: collect PO's, open/close projects, billing, collections, absorption reporting, etc.)
  • Ensures signed sales contracts and/or service provider contracts are in place for applicable service projects.
  • Assist with all customer satisfaction initiatives and feedback, and help develop strategies, actions and/or activities to improve.
  • Actively participate in customer visits and ensure customer base is touched multiple times per year. Understand and document installed base, and other potential customer opportunities. Help develop plans to win more business from existing and potential future installed base.
  • Participate in onsite customers events including start-ups and/or trouble-shooting of equipment, and/or for self or operator training. Assist in the performance of audits as necessary. Ensure that project costs and schedules are met.
  • Participate in and/or schedule and hold regular conference calls with Operations to follow up on activities, initiatives and projects to improve the support of the management, engineering, back-office staff, Helpdesk, etc. in Amsterdam.
    • BS in engineering, engineering technology, food science or business related degree, and/or at least 5 to 7 years of technical service and leadership experience.
    • Strong mechanical aptitude. Electrical/controls knowledge/experience is a plus.
    • Ability to read, interpret and prepare technical drawings.
    • Ability to understand PC based control systems with Microsoft O/S
    • Strong PC skills with knowledge of all MS Office software (Word, Excel, PowerPoint, Outlook). Basic understanding/knowledge of Replicon, SyteLine, and SharePoint is a plus.
    • Excellent written (technical) and oral communication skills.
    • Ability to present ideas and information clearly and concisely, either to individuals or to a large group.
    • Ability to work well in a team environment and execute multiple tasks simultaneously.
    • Basic to intermediate project coordination/management experience/skills
    • Demonstrated consultative sales and negotiation skills
    • A good understanding of the food industry segments and customers we serve on a global basis is preferred.
    • Basic knowledge about most of our key competitors and their products in preferred.
    • Must be able to travel internationally; must have valid driver's license & passport.
      *Vaccination status will be verified at hiring, Vaccination completion required for this role.
      AN EQUAL OPPORTUNITY EMPLOYERIt is the policy of JBT Corporation to provide equal opportunity for qualified persons and not to discriminate against any applicant for employment because of race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, citizenship, or any other characteristic protected by federal, state or local law at the JBT Corporation location to which this application is submitted. In addition, as a Federal Government contractor, JBT Corporation is an affirmative action employer. If you require accommodation during the application process, please contact the local Human Resources department. EOE-Females/Minorities/Protected Veterans/Individuals with Disabilities

Keywords: JBT Corporation, Lakeland , Technical Customer Service Manager, Hospitality & Tourism , Lakeland, Florida

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