Service Area Manager

Haarslev; Lenexa (KS); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Growth opportunities

Global team

Open culture

Work–life balance

Job summary

Haarslev seeks a Service Area Manager to sustain top customer experience by nurturing strong relationships and delivering performance insights. You will advise on uptime, reliability and cost of ownership while driving service sales within the North America region.

You will report to the Commercial Service Manager and collaborate with the Service team. The role requires extensive travel and relocation within the Midwest Territory.

Qualifications

• Bachelor's degree preferred or equivalent job experience.
• Service-minded, self-starting, time management, goal-oriented.
• Proficient in Microsoft Office.
• Knowledge or experience in rendering is preferred.
• Excellent interpersonal and communication skills with multitasking ability.
• Strong written and verbal communication skills.
• Attention to detail, organization, and accuracy.
• Strong analytical mindset, problem solving, technical and mechanical aptitude.
• Ability to work effectively in a team environment.
• Adaptable to changing conditions and on-call after hours.
• Willing to relocate to the Midwest Territory (Iowa, Kansas, Minnesota, Missouri, Nebraska, North Dakota, South Dakota).

Responsibilities

• Be the customer advocate and trusted advisor.
• Provide 360 degree Customer Care.
• Grow and deepen customer relationships through visits and communications.
• Draw up tactical/operational market plans and monitor annual plans.
• Design and build service agreements with sales for new and existing customers.
• Identify upselling opportunities.
• Attend customer meetings and support capital equipment sales when required.
• Troubleshoot and diagnose mechanical issues.
• Manage budgets for individuals and groups.
• Meet targets through active sales of parts and services.
• Analyze data to provide feedback to service, sales, and supply chain teams.
• Monitor customer satisfaction and escalation processes.
• Coordinate with Global Service and product experts across borders.
• Maintain strong customer focus to drive growth, sales, profits, and service delivery.
• Collect and feed back customer satisfaction data to Haarslev.
• Maintain regular attendance and weekly travel (90%), with possible international travel.

Skills

Customer relations

Communication skills

Teamwork

Analytical mindset

Problem solving

Education

Bachelor's degree or equivalent

Tools

Microsoft Office

Job description

Haarslev is an innovative company that provides powerful processing solutions engineered to benefit the global environment. We apply many different technologies to help and enable our customers to create a cleaner, greener and more sustainable future. As part of this remarkable journey, we are looking for a Service Area Manager.

The job

The role of the Service Area Manager (SAM) is to maintain high customer experience levels by nurturing strong customer relations, delivering performance information, knowledge & advice, recommending solutions to meet the customer expectations for uptime, reliability, and cost of ownership. The SAM should be familiar with rendering industry standards for measuring downtime/efficiency and carries sound knowledge of systematic maintenance principles. The SAM will realize the expected targets for revenue, profitability and growth, and should be viewed by our customers as a trusted advisor. The SAM is responsible for executing the agreed service sales tactical plans for the region in close cooperation with the relevant Management structure.

You will report to the Commercial Service Manager and be a part of the Service team in North America.

Tasks and responsibilities

• Be the customer advocate and trusted advisor.

• Provide 360 degree of Customer Care

• Optimize customer relationships by building trust through frequent customer visits and communications.

• Draw up the tactical and operational market plans for the relevant market area, participate in strategic planning, create and monitor annual operation plans and a market approach plan.

• Promote, design and build service agreements in cooperation with sales, for new sales as well as existing customers.

• Identify and act upon upselling opportunities.

• Participate in customer meetings and direct capital equipment sales when requested by capital sales group.

• Hands‑on approach to troubleshoot and diagnose potential mechanical issues.

• Manage individual and group budgets.

• Meet the agreed targets effectively and efficiently through the active sales of parts and services.

• Analyze customer data, technical market data and competitor data and to translate these into feedback for the service organization and the rest of the internal organization (Global Service, Innovation, Sales, Supply Chain)

• Monitor escalation process for customers and customer satisfaction

• Gather and analyze data regarding competitors and pirates in the market.

• Facilitates good relationships with Global Service and product experts and drives cross border synergies.

• Maintains strong customer focus to ensure outstanding customer experience thus securing the organization’s goals for growth, sales, profit and efficient service delivery and utilization.

• Monitor/collect customer satisfaction feedback and provide this information back to the Haarslev organization.

• Reasonable and reliable attendance

• Weekly travel (90%) with possible international travel

• Responsible for the Customer “Experience”

Other Job Functions:

• Other duties as assigned

Requirements

• Bachelor's degree preferred or equivalent job experience.

• A service minded self‑starting individual, who can manage time effectively and achieve agreed goals.

• Proficient in Microsoft Office

• Knowledge or experience in the field of rendering is preferred.

• Excellent interpersonal and communication skills as well as the ability to handle multiple tasks and priorities.

• Strong written and verbal communication skills.

• Attention to detail, excellent organizational skills and accuracy is a must have.

• Strong analytical mindset, problem solving skills, technical and mechanical aptitude.

• Ability to work effectively in a team environment.

• Must be adaptable and be able to consistently deal with ever-changing conditions.

• Ability to assume on‑call after hours as needed.

• Lives within the Midwest Territory or willing to relocate upon hire (Iowa, Kansas, Minnesota, Missouri, Nebraska, North Dakota, South Dakota)

Travel is required

Why Haarslev?

Join us and enjoy:

• Growth Opportunities: Chart your own professional and personal growth path in this brand-new position.

• Influence Matters: Have a say in developing your role because you're not just an employee; you're a crucial part of our journey.

• Global Team Dynamics: Work with a skilled, international team dedicated to creating a better tomorrow.

• Open Culture: Experience a supportive company culture that values your ideas and contributions.

• Work/Life Balance: We believe in a healthy work/life balance, allowing you to thrive in and out of the workplace. If your role permits, embrace the flexibility to work from home when needed.