Field Service & Aftermarket Manager

Full job description
JOB SUMMARY

As the Field Service & Aftermarket Manager at HUBER TECHNOLOGY LTD, you will play a vital lead role in driving customer satisfaction and brand loyalty in Canada. Your responsibilities will include developing and executing a Field Service & Aftermarket business plan with a strong focus on visiting end users and supporting our loyal representative partners across Canada. The role involves driving revenue to meet and exceed annual budget by executing proactive strategic activities. You'll be responsible for hands-on training, educating and providing timely responses to all aftermarket customer needs including; spare parts, project start-ups, project maintenance training and preventative maintenance service contracts. You will work aligned with supporting cross functional team members across the Globe. The role requires a passion for travel, customer service, strong internal/external communication and a safety-first mind-set.


Reporting to the Managing Director - Canada, you will lead, train and mentor a country wide group of representative partners by working collaboratively to meet order intake goals for aftermarket parts, service contracts, and field service. Your responsibilities will also include generating proposals for submission to customers, ensuring accuracy and alignment with customer needs aligned to all company policies and procedures.


It is important that the Field Service & Aftermarket Manager can work autonomously, has outstanding communication skills, is detail oriented, a problem solver with superior customer service skills, and the ability to work constructively with a variety of stakeholders with a tactful, positive approach. A deep understanding with hands-on skills for the products/services are crucial for success in this position.


ESSENTIAL DUTIES AND RESPONSIBILITIES

The following represents a list of essential duties and responsibilities. Other duties may be assigned or re-assigned as the company continues to grow and adapt.


Leadership and Mentorship

Lead, drive and mentor country-wide representative partners
Provide guidance, coaching, and training to representative partners to enhance their sales skills and product knowledge
Foster a positive and collaborative environment
Leading by example with proactive, hands-on end user service focus
Availability, answer/return all forms of communication in a timely matter
Parts & Service Proposals

Collaborate with the team to complete and/or review proposals for aftermarket parts, service contracts, and field services
Ensure proposals align with customer requirements and company standards
Verify pricing, specifications, and terms before submission to customers
Follow all company policies and procedures
Revenue & Profitable Growth Performance

Meet and exceed financial goals
Plan work and expenses to stay within budget
Develop and execute proactive strategies to achieve and exceed targets for Aftermarket parts, service contracts, and field-service orders
Customer Engagement

Establish, build and maintain strong healthy relationships with customers and partners
Identify opportunities for upselling, cross-selling, and expanding service contracts to offer valued solutions to our end users
Address customer inquiries and concerns with a sense of urgency and professional manner
Market Analysis

Stay informed about industry trends, competitor offerings, and customer needs
Provide insights and recommendations to the company for enhancing products, new product and/or application innovation and all service offerings
Reporting and Documentation

Maintain accurate records of sales activities, customer interactions, and proposals using CRM
Generate standard reports on performance and sales metrics for management review
Performs other work-related duties as assigned.


SUPERVISORY RESPONSIBILITIES

This position has no direct reports.


WORK ENVIRONMENT

While performing the duties of this job, the employee regularly works in the field or office setting


Office: Administrative - computer and telephone usage. Microsoft Office. Operation of basic office equipment and machinery; such as, fax machines, copiers and printers


Job Site: Periotic exposure to warehouse/shop. Exposure to all field elements at a Water or Wastewater treatment and/or Industrial plants and/or contractors/consultant site


Tradeshow: Various cities within the country as necessary

Training: Company training available local and globally including Germany and USA


PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.


Moderate physical demand and exposure to warehouse and field elements
Must be able to provide, or establish, around the clock service to customers as required
Must be able to lift 50+ pounds
Regularly required to stand, reach, bend, squat, push, pull and move about the facility
Walk or stand at least 6+ hours per day

POSITION TYPE/EXPECTED HOURS OF WORK

This is a Salaried Exempt position. Standard days and hours of work are Monday – Friday, main office hours of business are 8 AM-5PM. Flex schedules may apply. Additional work hours and availability may be required to fulfill business needs


TRAVEL – Valid Passport is required

Travel 40-60% is required. Travel will include to customer visits, training, trade shows or similar


REQUIRED EDUCATION, EXPERIENCE AND SKILLS

Associate’s degree in a technical or related discipline required; Bachelor’s degree preferred. Equivalent experience in a related field, or equivalent combination of education and experience may be considered in lieu of education.


Minimum 5 years of Aftermarket and Field Service experience with mechanical equipment
Hands-on, mechanically inclined, natural intuitive understanding of how things work
Must have a high level of customer service skills
Strong ability to respond quickly with a sense of urgency to all aftermarket and service calls
Superior customer service and interpersonal skills
Thorough understanding of systems troubleshooting and the benefits of establishing solid service practices for the company and the customer
General knowledge of control schematics, PLC’s, motors and IoT monitoring devices desired
Proficient in Microsoft Outlook, Word, PowerPoint and Excel
Must be motivated and fast paced personality with committed work ethic
Must work effectively with little or no supervision
Excellent written and oral communications skills
Must be sales and solutions oriented at heart
Must adhere to all company policies and procedures
Safety-first mind-set