Inside Service Manager

Mitsubishi Electric Power Products, Inc.; Pittsburgh (Allegheny County); Presencial; USD 90.000 - 130.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health coverage

401(k) match up to 4%

Paid time off

Career development programs

Wellness program access

Descripción de la vacante

MEPPI’s Service Center Division seeks an experienced Inside Service Manager to lead pricing, quoting, parts support, and service coordination for internal and external customers. You will drive service excellence, oversee customer support processes, and develop strategies to enhance satisfaction while growing the division.

The role requires strong leadership, negotiation, and process-improvement skills, with collaboration across Inside and Outside Sales and service partners.

Formación

• Bachelor’s degree in Business or related field.
• Minimum of 5 years selling power or utility-related products/services.
• Minimum of 3 years of management experience.
• Equivalent combination of education and experience.

Responsabilidades

• Lead Inside Service Operations: manage processes, systems, and resources to provide pricing, quoting, parts support, and service coordination.
• Develop Service Processes & Procedures: establish and maintain policies and work instructions for accurate data capture, reporting, and processing across systems.
• Support Commercial & Contract Activities: review and advise on service terms with cross-functional teams including legal resources as needed.
• Drive Operational Excellence: monitor and improve service processes to enhance quality, efficiency, and customer satisfaction.
• Develop & Lead Teams: manage staff with training, coaching, performance reviews, and development.
• Collaborate with Sales Organizations: work with Inside/Outside Sales to identify opportunities and gather market pricing data.
• Manage Service Partner Relationships: build relationships with service providers, direct sales, channel partners, and customers.
• Track Performance & Results: monitor metrics and prepare reports on progress toward goals.
• Oversee Customer Escalations: develop escalation procedures and oversee issue resolution and reporting.
• Review Quotes & Purchase Orders: ensure quote/PO accuracy and LOA-compliant approvals.
• Promote Division Excellence: represent SCD positively in interactions with customers, vendors, and internal teams.

Conocimientos

Negotiation

Customer service

Analytical

Interpersonal skills

Communication

Leadership

Educación

Bachelor’s degree in Business or related field

Herramientas

ERP systems

CRM systems

Microsoft Office

Descripción del empleo

Position: Inside Service Manager – Service Center Division (SCD)

MEPPI’s Service Center Division (SCD) is seeking an experienced and customer-focused Inside Service Manager to lead all aspects of inside service sales, service coordination, parts support, and field warranty operations. In this leadership role, you will drive service excellence, optimize operational efficiency, oversee customer support processes, and develop strategies that enhance customer satisfaction while supporting division growth objectives.

What You’ll Do

• Lead Inside Service Operations: Manage the processes, systems, and resources of the Inside Service team to provide pricing, quoting, parts support, and service coordination for internal and external customers.
• Develop Service Processes & Procedures: Establish and maintain policies, procedures, and work instructions that ensure accurate data capture, reporting, and transaction processing across all business systems.
• Support Commercial & Contract Activities: Review and advise on service terms and conditions while collaborating with the Service Product Line Manager and legal resources as needed.
• Drive Operational Excellence: Monitor, evaluate, and improve service processes related to pricing, quoting, inventory management, service delivery, and sales priorities to enhance quality, efficiency, and customer satisfaction.
• Develop & Lead Teams: Manage staff in accordance with Company policies and procedures; provide training, cross-training, coaching, continuing education opportunities, performance reviews, and compensation recommendations.
• Collaborate with Sales Organizations: Work closely with Inside Sales and Outside Sales teams by participating in customer meetings, gathering market pricing intelligence, reviewing bid activity, and identifying sales opportunities.
• Manage Service Partner Relationships: Establish and maintain relationships with independent service providers, direct sales personnel, channel partners, and customers to support market needs and drive equipment, parts, and service sales growth.
• Track Performance & Results: Monitor key metrics, track performance data, and prepare reports to measure progress toward departmental and divisional objectives.
• Oversee Customer Escalations: Develop and maintain escalation procedures, oversee issue resolution activities, capture customer service data, and prepare reporting to improve service delivery and performance metrics.
• Review Quotes & Purchase Orders: Ensure quote and purchase order accuracy and facilitation approvals in compliance with MEPPI’s Limits of Authority (LOA) policy.
• Promote Division Excellence: Further the goals and professional image of SCD through effective interaction with customers, vendors, and internal departments.

What You Bring

Education & Experience

• Bachelor’s degree in Business or a related field
• Minimum of 5 years of experience selling power or utility-related products and services
• Minimum of 3 years of management experience
• Or an equivalent combination of education and experience

Technical & Service Expertise

• Advanced knowledge of service sales, service coordination, and warranty support
• Strong understanding of customer service operations and service delivery best practices
• Experience supporting industrial, power, utility, or technical service environments preferred

Skills & Attributes

• Advanced negotiation and customer service skills
• Strong analytical and problem-solving capabilities
• Advanced interpersonal, communication, and presentation skills
• Ability to manage multiple priorities and projects simultaneously
• Proven ability to lead, develop, and motivate teams

Technology Proficiency

• Advanced computer skills with emphasis on Microsoft Office products
• Experience with ERP and CRM systems

Why MEPPI?

• "Comprehensive Health Coverage: Company-sponsored medical, dental, and vision plans with low employee premiums."
• Retirement Plans: 401(k) with company match up to 4%
• Generous Paid Time Off: Vacation accrual after 90 days, plus 12 paid holidays annually
• Career Development: Leadership development programs, training opportunities, and educational assistance
• Exclusive Employee Perks: Profit sharing, free access to our 24/7 fitness center in Warrendale, PA, and participation in MEPPI’s Wellness Program

At MEPPI, you'll help customers maximize the reliability and performance of critical power infrastructure through industry-leading service solutions. As a U.S. affiliate of Mitsubishi Electric, we combine global expertise with local execution to support the industries and facilities that keep the world running.

Notice to Agencies and Search Firms

MEPPI does not accept unsolicited resumes from agencies or search firms. Any resumes submitted without a signed agreement will become the property of MEPPI.

Mitsubishi Electric Power Products Inc. is an Equal Opportunity Employer. Applicants are considered for all positions without regard to race, color, religion, sex, gender, sexual orientation, gender identity, gender expression, pregnancy, marital status, national origin, ancestry, age, physical or mental disability or (as defined by applicable law) medical condition or genetic information, military or veteran status, or any other legally protected status.