Service Manager

Innovance, Inc.

Innovance is the holding company for a family of four, 100% employee-owned, Minnesota-based manufacturing companies (Lou-Rich, ALMCO, Panels Plus, Mass Finishing). Our mission is to lead, nurture, and grow a team of industrial manufacturing companies committed to making our OEM customers' products better.

About ALMCO

ALMCO has been in business for over 75 years manufacturing quality industrial parts washers, industrial deburring, polishing, and tumbling equipment. Leading companies in automotive, aerospace, medical, ammunition, construction, fasteners, and many other industries trust ALMCO for high-quality equipment, media, and ongoing service.

Position Description:

Responsible for the sales of all service parts and labor. This includes identifying parts needed, quoting required parts and/or service, receiving and processing customers' orders and correspondence with customers concerning order status. Must be able to understand mechanical systems and work closely with a variety of staff members. Must work with engineers and engineering files to research and verify correct part number(s) has been provided.

Essential Functions:

· Quote, enter, and process orders to customers' parts and service requirements.

· Answer phone calls and e-mails regarding parts and service needs and develop quotes for the requested parts and service.

· Determine which customer issues qualify for warranty.

· Maintain customer records, interactions, transactions, details of inquiries, complaints, comments and actions taken.

· Interact with engineering and manufacturing as required to help with troubleshooting customer issues and making certain that parts be provided by ALMCO are completed as scheduled.

· Prepares and submits invoicing for service and repair.

· Serve as back up for media and compound manager.

· Serve as back up phone operator for Almco.

· Other related functions as assigned.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Qualifications:

· Two-year associate degree with a minimum of 5 years customer service experience.

· Excellent communication skills verbal and written.

· PC skills including ERP, MS Outlook, MS Word, MS Excel, MS PowerPoint and Intranet/Internet is a plus.

· A strong ability to set and prioritize goals

· Excellent problem-solving skills and strong ability to multi-task.

· Work with the customer to solve issues in a fair & friendly way.

· Must be able to work responsibly with limited supervision and handle complaints timely.

This description reflects the principal functions of the job for the purpose of job evaluation. It should not be construed as a detailed description of all work requirements of the job nor shall be construed as giving exclusive responsibility for every function described.

ALMCO Training Requirements:

· Applicable training will be completed by following the syllabi (Human Resources, Safety, IFS - Timeclock, IFS - Navigation, ISO etc.) for each new hire and that will be verified by the Employee Orientation & Job Qualification form within the first 60 days of employment.

· Applicable training will be completed by following the Planning, Customer Service, and Inventory Training Matrix (F4400-040). The effectiveness of Planning, CS, Inventory training guidelines will be determined by employee knowledge and demonstration of learned concepts. Additional training after the first several weeks of on-the-job training will be determined by the Supervisor in preparation to operate on their own as needed. Any follow-up training will be evaluated and provided at the 60-day review or as deemed necessary for the position.

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to use hands or fingers and talk and hear.

Work Environment:

The work environment characteristics described here are representative of those and employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Americans with Disabilities Act:

If you are a qualified individual with a disability, you have a right to request that the Authority make reasonable accommodations in order to help you accomplish your work, which must still be performed in all essential functions.