Aftermarket Customer Service Manager

Role Summary:

As a service supervisor you are responsible for the management of all operational aspects related to warranty, service/ repair/ TAR contracts, for the supply of products and/or services and for the profit and loss account for your function. You will also be responsible for expanding and exploring the service potential as well as ensuring and improving customer satisfaction.

Responsible for the day-to-day operations of the service team as demanded by the clients and in line with the business processes.

Main contact for the customer, from the arrival of the service order to the complete execution of the contract and billing.

Responsible for coordination between the cross functional teams, assess risks

Flowserve counts on the Customer Service Supervisor to be an indispensable resource to our customers, creating a lasting competitive advantage for our products and services. Flowserve counts on the Field Service Manager to be an indispensable resource to our customers, creating a lasting competitive advantage for our products and services. The position anticipated travel to customer sites is organizationally based in the global Quick Response Centre (QRC) of FCD

Responsibilities:

• Actively support a positive HSE culture to reduce lost time injuries and recordable accident frequency rate and maintain a safe hazard free work environment. Work according FLS and Customer safety regulation and rules. Responsible for organization of required equipment (tools, PPE, …).
• Ensuring and optimizing the operational KPIs related to after-market services

Support of existing customers and acquisition of new customers in coordination with the sales department related to after-market.

• Coordinate all warranty for FCD products together within the sub-region and liaise with other QRCs worldwide (where applicable) depending upon the end user location. Solicit assistance from EMEA Field service organization, where required, lead by Georg Samonig in Austria.
• Provide first line of supervision to the Field Service Technicians to manage daily priorities. Review and sign off the Field Service Reports prepared by the Field Service Technicians and ensure that they continue identifying valve/ actuator/ control panels upgrade & retrofit opportunities including automation services
• Performing Field visits, assessments and concluding service contracts
• Monitoring and responsibility of the profitability of the after market department into the QRC in Mezzago
• Optimization and continuous improvement of process flows in the service department
• Active participation in the development and implementation of innovative service processes and solutions
• Interface management with internal engineering, external service providers, purchasing, quality and other service / QRC location worldwide
• Evaluation and reporting of operational key figures in an international environment
• Enforcement of safety and quality expectations
• Support in operational tasks from the EMEA Field Service Manager, as required

Requirements:

• Successfully completed university studies in the field of mechatronics, mechanical engineering, industrial engineering or similar or equivalent experience
• Ability to communicate with colleagues at production sites and service centers in an international environment
• Basic plant and process knowledge of valves and actuators
• Proficient in all testing requirements for valves, actuators and positioners including testing software and troubleshooting of digital products.
• Several years of professional and management experience, preferably in the field of service and customer support
• Very good written and spoken English skills and willingness to travel extensively within the sub-region
• High quality awareness, commitment and flexibility as well as resilience to create better customer experience
• Proficient computer skills for accessing and navigating systems including Oracle, SAP, IGS (Villach), P!NXT, Valquo (Villach), Windchill, Valvesight, LMS, PMP, ISOquest, SharePoint, FlexDash, MS-Excel, Word, Outlook, Teams, etc.
• Adapt to AMP system
• Independent, team-oriented
• Overall entrepreneurial mindset

Some travel may be required.

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