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8 Jun 2022

Full-Time Senior Manager, Inside Sales & Applications Engineering

Mycronic – Posted by Mycronic Tewksbury, Massachusetts, United States

Job Description

Mycronic is a global high-tech company whose innovative solutions have been advancing electronics technology for over 40 years. Today we continue to grow and serve customers in an expanding variety of industries. What we do impacts the future of technology, and in turn, the way we live our lives tomorrow.

 

We’re looking for likeminded people to join our talented, motivated and friendly team on the cutting-edge. Here, in an open, collaborative and flexible environment, you’ll work alongside leading industry experts and take on challenging projects that bring tomorrow’s electronics to life.

 

 

About the position

 

The Inside Sales and Applications Engineering Senior Manager is a hands-on leadership role that will lead a team of Inside Sales, Customer Service and Application Engineering professionals ensuring divisional targets are met and exceeded.  The primary purpose of this team is to maintain and enhance customer relationships and to support customers and the field Sales organization to develop and grow assigned territories and meet and exceed revenue targets. This position requires an individual that can mentor and motivate a team to process a high volume of customer requests accurately in a fast-paced environment.  The candidate will work extensively with external customers and internal customers in a cross-functional, international matrixed organization to accomplish organizational and operational objectives.  This position will partner with the other managers in the Tewksbury facility to jointly lead all activities efficiently and effectively. This position will also partner with colleagues in other company locations to ensure consistency and efficiency across the company.

Key Responsibilities 

  • Prioritize, schedule and delegate work assignments, and directly supervise day-to-day customer service and application engineering operations to ensure we meet and exceed revenue and profit goals.
  • Ensure that all groups meet their performance expectations and work within their budgetary constraints.
  • Develop a strong relationship with our customers to create a platform for an open dialog of communication and support efforts to increase customer satisfaction and the company’s NPS score.
  • Assist Customer Service Representatives and Application Engineers in their daily activities to meet customer and internal deadlines.
  • Learn the basics and the application of all of our products so support can be provided to direct reports.
  • Assist in establishing and implementing departmental policies, goals, objectives and procedures that will maximize revenue and increase efficiency.
  • Partner closely with the Sales organization in key areas including but not limited to:
    • Create all quotations and manage migration into new CRM-based quoting tool
    • Manage order entry and order fulfillment processes end-to-end for all of our machines, services and parts
    • Plan and execute customer sales calls and pre-sales technical support
    • Specify machine configurations and perform calculations to ensure proper product selection
    • Create content and deliver in person and virtual customer demos and training
    • Manage all phases of refurbished equipment sales, in close coordination with finance
    • Cold-call and prospect new potential customers in support of sales initiatives
    • Provide account management support where requested
    • Ensure all commercial materials are in place in support of new product launches (eg pricing, quote configurations)
    • Ensure all quotes and orders are processed in compliance with company policies
  • Partner with the Service and Aftermarket Sales organization in key areas including but not limited to:
    • Manage phone and email requests for service and coordinate to deliver successful and fast support of calls into customer hotline
    • Create content and deliver in person and virtual employee training
    • Manage North American spare parts warehouses, including Tewksbury and Mexico.  Build and improve parts program to grow revenue, increase service efficiency and optimize working capital
    • Ensure timely and efficient processing of customer returns, including disposition of materials
    • Manage and optimize billing for service work
    • Integrate and optimizes processes using the company’s preferred tools (ERP, CRM and FSM)
  • Responsible for team goal setting and annual reviews.
  • Continually improve the customer experience by improving operations, systems, process and workflows.
  • Mentor, train, and coach team members continually providing feedback.
  • Handle complex and escalated customer service issues.
  • Know and maintain company policies and compliance requirements.
  • Set KPIs for the team to drive internal improvement and insight into team effectiveness.
  • Demonstrate continuous improvement mindset with both broad and deep experience creating and implementing new processes or improving existing processes.
  • Other duties and responsibilities that management may deem necessary.

Experience and Qualifications

  • Bachelor’s degree in Business Administration, Marketing, Engineering, or related field.
  • 10 plus years of experience with combination of relevant experience in the following areas:
    • Working directly in a customer service/customer experience function.
    • Working directly in an inside sales function, managing accounts and working with field sales (direct and indirect) to drive sales and grow the business.
    • Working in an applications engineering function, ensuring successful outcomes on complex projects that achieved required technical performance and met customer requirements.
    • Managing customer service, inside sales and/or applications engineering personnel.
  • Demonstrated achievement in establishing and improving end-to-end order management and related commercial processes (i.e. quoting, pricing, trade compliance).
  • Excellent communication skills (written, verbal, interpersonal) with internal and external customers.
  • Experience in aligning cross-cultural, cross functional and virtual teams.
  • Ability to convey difficult messages with confidence, tact and diplomacy.
  • Ability to work in a fast-paced, ambiguous environment while prioritizing and managing multiple responsibilities.
  • Exceptional troubleshooting and problem-solving skills, including a proven history of rapidly learning complex processes and technologies.
  • Expert level knowledge of CRM and ERP systems.
  • Strong leader with the ability to motivate, collaborate, and proactively provide direction through partnership with management staff, direct reports, and cross-functional business partners.
  • Strong presentation skills with an ability to present at all levels of an organization, domestically and internationally.
  • Ability to work collaboratively in an international matrixed organizational structure with colleagues and cross-functional teams to create results-driven, team-oriented environment.
  • Effective management/leadership skills, with an emphasis on coaching and employee development.
  • Strong financial, business, and analytical acumen.
  • Ability to set and adjust strategic departmental direction.
  • Proven track record in giving strategic direction and ensuring hands-on implementation based on strong analytical insight and pragmatic execution skills.
  • Experience with case tracking tools and Microsoft Office (Outlook, Word, PowerPoint, Teams).
  • Experience with complex high tech electronic/mechanical/electro-mechanical products a plus.

 

 

Working Conditions / Physical & Mental Demands

 

The physical demands and working conditions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

 

Work Environment:  While performing the duties of this job, the employee will be exposed to a noise level in the work environment which is usually quiet to moderate.  Work is performed in office settings, at customer manufacturing sites and while traveling.

 

Physical Demands:  Hand-eye coordination is necessary to operate computers, various pieces of office equipment and Mycronic machines, equipment and tools.  While performing the duties of this job, the employee is required to use hands to finger, handle, feel or operate objects, tools or controls and reach with hands and arms.  The employee is required to sit for prolonged periods of time at workstation and may stoop or kneel to file items.  The employee is required to talk and hear.  Employee must have the ability to travel by car and airplane.

 

Domestic and international travel up to 10% required for visits to customers and company meetings.

 

Details

Location: Tewksbury, MA, USA

How to apply: Send resume to hr.us@mycronic.com

 

 

A culture of collaboration and personal growth

 

At Mycronic, we love what we do, but most importantly who we do it with. Because to us the relationships we have with our customers and each other are the keys to success.

 

Take part in the excitement of working with innovative people and global businesses who are elevating today’s standards in modern electronics. Share in the responsibility of bringing great ideas to life within an inclusive culture that not only promotes personal growth and embraces diversity but depends upon it.

 

Here you are expected to have a voice and will be encouraged to get involved. It’s this very mindset that empowers our people to make a positive difference for a broad range of businesses, society and the planet – every day.

 

Click to learn more about Mycronic and what it’s like to work with us

https://www.mycronic.com/en/career/working-at-mycronic/

 

Equal Opportunity Employer

Mycronic is an equal opportunity employer committed to workplace diversity and inclusion. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

For a company founded on passion, collaboration and outside-the-box thinking, there is no greater asset than a diverse workforce. It is the cornerstone of our global, internal culture, and we actively promote an inclusive and healthy work environment by embracing diversity and showing compassion for our colleagues. Not only does it fuel our innovation capabilities, but it also deepens our understanding of our customers as well as the different cultures in which we operate. We believe quite simply that diversity is our competitive edge.

How to Apply

How to apply: Send resume to hr.us@mycronic.com

Job Types: Full-Time. Job Tags: manager, Marketing, and  customer service.

Job expires in 71 days.

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