Customer Service Manager

Job Overview

Plans, organizes, directs, and controls overall operations at the Midwest Service Center to include and limited to; bulk liquid and gaseous O2, N2, Ar, H2, & CO2 supply system installations, maintenance, materials management, and the daily activities of the team primarily located in East Chicago, IN. Manages staff needs required to provide on-going product service, support, and repair of equipment throughout the 13-state region. Establishes, implements, and maintains administrative and technical procedures to provide responsive, after the sale services to customers.

The overall objective of this leadership position is to apply advanced technical engineering knowledge and management experience to ensure the safe, reliable, and uninterrupted supply of industrial & medical gases for internal and external customer applications.

Responsibilities

Accountable for implementing defined organizational priorities, plans and objectives.

• Accountable for safety, quality, financial, personnel, work process performance and compliance for the customer service field operations and support team
• Accountable for the safety, quality, financial, personnel and compliance performance of the Regional Tank and Equipment Rehab Shop
• Accountable to work with regional management and sales teams to address elevated/complex customer service equipment and process issues.
• Accountable to establish and set team priorities to ensure prompt task completion.
• Accountable to coordinate work activities between staff and customer service engineering resources.
• Accountable for safe and reliable installation of customer supply systems
• Accountable to coordinate site surveys for advanced customer supply systems
• Accountable for managing and executing capital and expense projects
• Accountable to deliver defined value in annual productivity savings
• Collaborate with LGUS, COE Global Customer Service Engineering & Regional Business Teams to ensure adherence of Linde standards and application of best practices
• Collaborate with Logistics and Distribution teams to address and improve product delivery issues at customer locations
• Collaborate with Engineering & Regional Business Teams to ensure adherence of Linde standards and application of best practices.
• Drive reliability improvements to address repeat equipment, process, or customer supply issues
• Accountable to drive reliability improvements to address repeat equipment, process, or customer supply issues
• Eyes On Reporting – Accountable to review, address, and manage safety, reliability, and corrective maintenance issues at customer installations
• Collaborate with Operations, Sales, Distribution and Customers to size, install, and commission portable tanks and vaporizer systems
• Contractors – Active contractor selection, qualification, and management of resources utilized by Customer Service in the North Region
  
  

Additional Responsibilities Dependent On Experience

Support/ manage capital projects, provide ad-hoc engineering solutions, and MOC technical review support for Customer Service installation locations, Bulk Operations Facilities, and Pipelines within engineering discipline

This position is in East Chicago, IN and will report to the North Region Operations Director. Reporting directly and indirectly to the Customer Service Manager are approx. 45 employees including: Installation & Maintenance Superintendents, Project Managers, Materials Management Coordinators, Customer Care Associate, Installation and Maintenance Technicians. This position requires after hours support and 15% - 20% overnight travel.

Qualifications

• Bachelor's degree in an Engineering discipline, (Mechanical Engineering Preferred) or 10 years of operations management experience in related industry (Oil & Gas, Chemical)
• 5 years Operations Experience
• 5 years of experience managing professional engineers, maintenance technicians, and bulk installation technicians
• 5 years of Engineering experience in the design and operation of cryogenic supply systems
• 3 years of experience in project & construction management
• In depth knowledge of engineering standards, methodologies, and how to apply
• Proven knowledge of piping systems, welding standards, pressure testing, and NDT
• Strong knowledge with regulatory requirements
• Strong organizational skills, must be able to multi-task and organize at a high level
• Strong interpersonal skills and ability to work with peers, region management, regional sales team, and external customers
• Excellent verbal and written communication skills
• Creative technical problem solving
• Ability to get things done through others
  
  

Desired Qualifications

3 years of Customer Service Engineering experience in the design and operation of cryogenic supply systems

• 3 years Commercial Experience
• PSM, RMP, Process safety knowledge, training, and experience
• RCA Trained – lead and facilitate RCA’s
• 6 Sigma Green Belt trained
• CAD experience
  
  

About Linde

Linde is a leading global industrial gases and engineering company with 2024 sales of $33 billion. We live our mission of making our world more productive every day by providing high-quality solutions, technologies and services which are making our customers more successful and helping to sustain and protect our planet.

The company serves a variety of end markets including aerospace, chemicals, food and beverage, electronics, energy, healthcare, manufacturing, and primary metals. Linde's industrial gases are used in countless applications, from life-saving oxygen for hospitals to high-purity & specialty gases for electronics manufacturing, hydrogen for clean fuels and much more. Linde also delivers state-of-the-art gas processing solutions to support customer expansion, efficiency improvements and emissions reductions.

For more information about the company and its products and services, please visit www.linde.com.

• We offer a comprehensive competitive benefits package including paid holidays and vacation, health, dental, disability, life insurance, 401(k) (with matching), and pension benefits.
• At Linde, we strive to create a work environment that treats all employees with respect, supports new thoughts and ideas, encourages growth and development, celebrates our differences, and embraces inclusion. Linde is committed to remaining an employer of choice for the diverse, ever-increasing pool of global talent.
• All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, protected veteran status, pregnancy, sexual orientation, gender identity or expression, or any other reason prohibited by applicable law.
  
  

Linde thanks all applicants in advance for their interest; however, only those applicants who are being considered for an interview will be contacted.

Pay commensurate with experience.

Primary Location

Indiana-East Chicago

Schedule

Full-time

Job

Operations

Unposting Date

Ongoing