Customer Service Manager

Building the people that build the world.

With platforms in HVAC and Detection and Measurement, SPX Technologies builds innovative solutions that enable a safer, more efficient, sustainable world.  Through our RiSE talent development framework, we Reach, Identify, Strengthen, and Engage our employees to support them in their continued development.  We’re a global company of problem solvers, collaborators, and innovators, and our businesses build solutions that impact the world. 

As part of Detection and Measurement, Radiodetection is a global leader in the design and development of equipment and software used by utility companies to install, protect, and maintain underground infrastructure networks.  Through precision and magnetic locators and ground penetrating radar, we help prevent damage to infrastructure utilities and protect lives.

JOB SUMMARY

The Customer Services Manager – Europe will be responsible for the smooth and efficient operation of our Dutch and French offices, the delivery of first-class customer service and for the management and development of our “Customer Service” and “Service and Repair” teams.  The role reports into the Global Customer Service Manager and will work closely with the National Sales Managers for our DACH and France/Benelux Sales regions as well as our After Market teams.

The role carries three primary areas of responsibility:
•    Ensuring the delivery of exceptional service to our customers in Germany, Benelux, and France through a dedicated team of customer service representatives located at our Dutch and French offices.
•    Provide direct line management and daily support to After Market service technicians, acting as the key liaison between technicians and the broader After Market team
•    To be the site leader at our small Dutch facility, which includes being an escalation point for other teams outside of direct reporting lines.

The role will be responsible for Customer Service and our After Sales Service across both office locations, overseeing a team with a mix of direct and indirect reporting lines.

The Customer Service Manager serves as the primary sales support for the field sales team and sales channels, it is essential that they have excellent communication skills, a clear sales process and feel comfortable working in a team environment. They should also be able to lead and motivate the customer service and service and repair teams across the region to achieve specific goals.  The Customer Service Manager should be able to build a high-performance sales and service team, manage and adjust the sales process as required, drive sales metrics and ensure customer satisfaction across the region.

PRINCIPAL DUTIES AND RESPONSIBILITIES
•    Manage the customer service and service teams
•    Set and track KPI targets/metrics for the team
•    Establish, deliver and modify appropriate sales processes as required (from prospecting  closed business)
•    Set and track appropriate sales metrics for the team, and communicate across entire region
•    Manage the data entry process across the business: (Quotes, Sales Orders, Repair Orders, Warranty, Credits, etc.)
•    Generate invoices for products, parts, repairs services sold to customers.
•    Generate pro-forma invoices for sales and shipments.
•    Suggest and implement improvements in the sales administration process
•    Coordinate department projects to meet deadlines
•    Research and discover methods to increase customer engagement
•    Ensure sales, finance and legal policies and procedures are met (contract & SOX reviews)
•    Manage end user, distributor, dealer, sales channel contract processes across the business
•    Build an open-communication environment for the teams
•    Liaise with Marketing, Field Sales, Shipping and Production to ensure focus on increased sales.
•    Take responsibility for the smooth operation of the Dutch site
•    Any other duties as required from time to time

KNOWLEDGE, SKILLS & ABILITIES
•    The ability to build and lead a motivated, supported and collaborative team
•    The ability to drive change 
•    Excellent communication skills including multiple languages English, French spoken to a business level fluency. Dutch and German are desirable but not essential 
•    Deep understanding and proven experience developing and managing the Sales Process (prospecting  closing)
•    Deep understanding and proven ability to set, monitor and deliver on sales metrics
•    Hands-on experience with CRM software and MS Excel
•    In-depth understanding of the sales administration process
•    Excellent interpersonal and team management skills
•    Strong analytical and organizational skills
•    Numerical abilities and problem-solving attitude
•    Ability to manage and motivate remote teams
•    Travel to our French site approximately every 3-4 weeks

EDUCATION AND EXPERIENCE

Preferred Education / Experience
•    Proven work experience as an Inside sales, customer services or office manager
•    Bachelor’s degree (or equivalent) in Sales, Business Administration or relevant field
•    Strong experience and success working in a fast-paced environment satisfying multiple customers.
•    Experience of working successfully for a European or North American owned business
•    Multi-lingual – ideally Dutch, English French & German

How we live our culture

Our culture is at the center of what we do and, more importantly, who we are.  Our core values set a standard for how we manage ourselves, and our Leadership Model sets the standard for how we engage with each other.  Whether you are an individual contributor or you lead a large team, each of us leads at SPX.  

What benefits do we offer?

We know that the well-being of our employees is integral. Our benefits include:

• Competitive and performance-based compensation packages and bonus plans
• Educational assistance, leadership development programs, and recognition programs  

Our commitment to embrace diversity to build a culture of inclusion at SPX

We value different backgrounds, experiences, and voices at SPX, and we are committed to challenging ourselves, openly communicating, and striving to improve every day.  We believe in creating an inclusive work environment where everyone has a voice and is encouraged to realise their fullest potential.