Manager of Customer and Field Service at Portland

Job Description

Capsa Solutions, a leading design and manufacturing company featuring Mobile Computer Workstations, Medical Carts, Health IT Mounting Solutions and Medication Management Systems used in healthcare facilities worldwide,  is seeking an experienced Manager of Customer and Field Service to be based out of its Portland, Oregon location. 

 

The Service Manager is responsible for the overall leadership, management and administration of Capsa’s internal customer service team as well as the customer-facing field service team.  This position will lead Capsa’s customer service team, both in Columbus and Portland, supporting three sales divisions, to ensure timely and accurate customer quoting and order entry in the ERP and Salesforce.com applications.  This position also manages Capsa’s field service team, including product deployment, service program management, and warranty repair work.  As advocate for the customer, this role will work closely with Operations, Engineering, and Sales to successfully lead Capsa’s overall service efforts.  The service area is primarily domestic but can include International areas as well.

 

Key duties include, but are not limited to:

• Hire and train all customer service and field service personnel being responsible for their overall productivity and effectiveness while ensuring the team’s customer advocacy.
• Responsible for the customer service team’s timely and accurate customer quoting and order-entry process.
• Responsible for the training and development of the service team to ensure all members are trained to be Capsa product experts as well as experts using Capsa’s systems applications (mainly ERP and Salesforce.com).
• Support and strengthen the internal partnership between the customer service and sales team members.
• Source and manage all 3rd party field service organizations ensuring their performance meets Capsa’s vision.
• Responsible for the field service team’s overall service repair, preventative maintenance, software installation & upgrades and product refurbishment initiatives among other responsibilities.
• Provide remote and on-site project management for all service and installation projects to ensure quality, cost control and positive customer experience.
• Report to senior management trends seen by the service team regarding product performance, customer product needs and competing product performance.
• Provide technical product consultation to both internal & external customers.
• Travel as required by Capsa to successfully lead the overall service team; this includes but is not limited to customer’s facility, joint sales calls with RSMs and tradeshows both domestic and international.

Job Requirements

• 5+ years of experience managing a customer-facing service team, preferably working for a product manufacturing company.
• BS degree required.
• Strong technical and mechanical proficiency is highly preferred.
• Ability to develop strategic goals and objectives and conduct and implement planning activities.
• Demonstrated competency in strategic thinking and leadership with strong abilities in relationship management.
• Exceptional verbal and written communication skills; Ability to deliver group presentations, being comfortable and at ease in this capacity;
• Highly developed organizational skills and ability to prioritize, plan and execute are key success factors;
• Strong project management skills and high level of proficiency in Microsoft office programs; Prior experience with ERP application and Salesforce.com are highly preferred.
• Ability to travel domestically and internationally as required; travel may be up to 75%.

 
This position also includes a competitive benefits package of paid time off, medical, dental, and vision insurance, as well as 401(k), life and long-term disability.

Country: USA, State: Oregon, City: Portland, Company: Capsa Solutions LLC.