Regional Service Manager
Munters

Job Info

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About Us: Munters is a global leader in climate solutions for mission-critical processes. We offer innovative, efficient and sustainable solutions for customers in industries where controlling indoor humidity, temperature and energy efficiency is mission-critical. Climate control systems often account for a large percentage of the energy consumption in many of our customers' operations. With an optimal climate system, we can help them to more efficiently use energy or water resources, and thereby reduce their climate and environmental impact. Sustainability is an important part of Munters' business strategy and value creation. We pride ourselves on fostering a dynamic and inclusive work environment where interns are valued members of the team and are given meaningful projects to work on.

Job Description:

We are seeking a Regional Service Manager responsible for managing a small team of field service engineers, ensuring excellent customer service and support for clients across the Americas region, primarily the US and Mexico. RSM plays a pivotal role in maintaining customer satisfaction, ensuring compliance with regional and global standards, and fostering team collaboration-adaptability and solid cross-cultural communication skills that are crucial in this role.

Responsibilities:

• Lead and manage a small team of field service engineers.
• Provide guidance, support, and training to team members.
• Coordinate customer support activities across multiple countries within the business region.
• Ensure consistent service quality and adherence to standards.
• Oversee the team's provision of exceptional customer service and support.
• Handle escalated customer issues and complex inquiries.
• Set team performance goals and provide feedback to team members.
• Identify training needs and facilitate skill development.
• Continuously review and optimize customer support processes.
• Prepare and present reports on team performance, customer feedback, and key metrics to the Global Customer Support Director.
• Analyze data to identify trends and growth opportunities.
• Act as a central point of contact for team members across multiple countries.
• Manage scheduling, work assignments, and coverage for the small team.
• Address conflicts and issues within the team and help facilitate resolution.
• Escalate complex problems to the Global Customer Support Director as necessary.

Additional responsibilities:

• Process Improvement: Identify and implement process improvements to enhance the efficiency and effectiveness of the global customer support organization.
• Reporting and Analysis: Prepare regular reports on product performance and region comparison. Analyze data to identify trends and areas for improvement. Present findings and recommendations to senior management.
• Knowledge: Develop and deliver knowledge to the regional teams. Manage and maintain support documentation like user manuals and troubleshooting guides.
• Products: Work closely with R&D to represent customers and support needs with new products. Validate product quality before availability to the field. Provide feedback to R&D and Engineering on necessary changes.

Requirements:

• Bachelor's degree or equivalent experience in a related field.
• Fluency in English is required.
• Fluency in Spanish is preferred.
• Proven experience in customer support or a similar role in the agriculture industry.
• Experience in poultry farm management is a significant advantage.
• Strong leadership and communication skills.
• Excellent problem-solving and decision-making abilities.
• Proficiency in customer support hardware, software, and tools.
• Knowledge of regional agriculture regulations and industry-specific practices - is a significant advantage.
• Ability to travel 50%.

Benefits:

• Competitive salary
• Comprehensive health, dental, and vision insurance plans.

• Flexible work schedule
• Generous vacation and paid time off.
• 401(k) retirement savings plan with employer matching.
• Professional development opportunities, including tuition reimbursement and conference attendance.
• Company-sponsored social events and team-building activities.
• State-of-the-art equipment and tools to support your work.

Equal Opportunity Employer: Munters is an equal opportunity employer and is committed to diversity in the workplace. We encourage applications from all qualified individuals regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status.

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