Head of Customer Service and Installation

Description

Head of Customer Service and Installation

Join the Grenzebach Team

Grenzebach Corporation is a high-tech company focusing on the future of automation, our customers, and our employees. We are convinced that only those who explore new paths and face today's issues with an open mind can actively shape the world.

An open and appreciative culture unites our multinational group of companies. Embark on a new course and join us on an exciting journey that will change global markets from the bottom up. Become part of the Grenzebach family, grow professionally and personally, and accompany our customers on their journey into the world of tomorrow!

Benefits / Perks:

FREE Employee Insurance - Medical, Dental and Vision

FREE Long-Term and Short -Term Disability Insurance

FREE Gym Membership

FREE Life Insurance

20 PTO Days Starting Day 1           

401k with Match

10 Paid Holidays                             

Annual Bonus Opportunity

Employee Assistance Program

Flexible Work Schedule/Remote work options

Job Description:

We are seeking a dynamic and results-driven Customer Service & Spare Parts Manager to lead our team to deliver exceptional service and drive spare parts sales. This role requires a strategic thinker with strong leadership, communication, and problem-solving skills to foster a high-performing, customer-focused department.

Responsibilities:

• Leadership & Team Development: Provide leadership, mentorship, and coaching to the Customer Service and Spare Parts team. Cultivate a culture of trust, teamwork, accountability, and business ownership to enhance motivation and performance
• Operations Oversight: Monitor and supervise all department processes, ensuring seamless execution and continuous improvement
• Customer Relationship Management: Build and maintain strong, trustworthy relationships with customers, positioning Grenzebach as a reliable and competent business partner
• Sales & Business Growth: Drive the department’s sales performance by meeting proposal deadlines, exceeding customer expectations, and achieving internal revenue and margin targets
• Cross-Functional Collaboration: Work closely with Engineering, Project Management, Planning, and Manufacturing teams to provide ongoing support and consultation for efficient operations
• Market Analysis & Strategy: Stay informed on industry trends, competitive landscape, and customer needs through continuous research. Develop and implement effective business strategies for customer service and spare parts sales growth
• Process Optimization: Identify and implement process improvements to enhance efficiency, productivity, and quality of service
• Customer & Internal Communication: Utilize exceptional communication and negotiation skills to align internal teams and successfully engage with customers
• Problem-Solving & Decision-Making: Analyze complex challenges, evaluate solutions, and implement effective strategies for issue resolution
• Technical Expertise: Interpret technical plans, drawings, and models to assist in spare parts identification and support customer inquiries
• Systems & Technology: Leverage ERP and CRM systems for customer management and sales tracking and utilize advanced MS Office tools for reporting and analysis
• Travel Requirements: Willingness to travel domestically and internationally up to 40% of working hours

Requirements:

• Bachelor's degree in Mechanical or Electrical Engineering or equivalent work experience
• Minimum of 5 years in parts sales and customer service
• Experience in one or more of the following fields:

Material handling equipment

Conveyor and automation technology

Drying technology

Process equipment or process technology

• Strong leadership and team-building abilities
• Excellent negotiation and customer service skills
• Ability to develop and execute strategic business plans
• High level of technical acumen and problem-solving capabilities
• Strong judgment and decision-making skills with a focus on efficiency and profitability