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Americas Customer Service Manager

East Syracuse, New York
Job Type
28 Oct 2020

Category: Sales
Req Number: AMERI01872
Job Type: Full-Time
Location: East Syracuse, NY, United States


INFICON's emphasis is on innovation and its source - dedicated employees - keeps us looking for talented individuals who are ready to meet aggressive goals in a high-technology company constantly developing new marketing-leading products. Good people are critical to our success and, in return, we offer opportunities for personal and professional growth, competitive compensation, and excellent benefits for our diverse, global workforce. This position is located in our E. Syracuse location, INFICON's U.S. Headquarters.

Position Overview:

Americas Customer Service Manager's role is to provide excellent service for all INFICON products and thereby obtain greatest possible customer satisfaction. At the same time, develop and grow the service business. This is done by management and development of the service team, which is properly trained, effective and on time in each step of service process from customer initial request, troubleshooting, repair and return to customer dock.

Essential Job Responsibilities:
  • Responsible to deploy organization that provides repair services with focus on value of repair-price, TAT and quality.
  • Manages field service team and ensures on site customer activities are meeting INFCON standards
  • Responsible to drive growth of profitable service revenues for services that provide customer value. Expands range of service products offered to customers.
  • Ensure service team competence for area of responsibility via training with product centers and in the field
    INFICON product knowledge at production or service level.
  • Ensure service team competence for area of responsibility via training with product centers and in the field
    INFICON product knowledge at production or service level.
  • Regularly meets with customers, sales and applications teams to understand customer needs.
    Demonstrates solution oriented approach with customers. Effective communicator. Uses SPIN approach.
  • Regularly reports service failure findings directly to the product center for product improvements
  • Provides reports on monthly results to management team SAP and MS Office experience

Required Qualifications:
  • A Bachelor's degree in Engineering, Physics or relevant degree.
  • Previous management experience is required
  • 3-6 years relevant technical manufacturing or service experience.
  • Customer interfacing experience
  • Previous experience department level role Profit and Loss responsibility.
  • Willing to travel (10-30%)

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)



Managing Cross-Functional Teams Some Knowledge

Mechanical aptitude Some Knowledge

Planning Intermediate

Organizational Skills Intermediate

Business Knowledge Some Knowledge



Innovative: Consistently introduces new ideas and demonstrates original thinking

Leader: Inspires teammates to follow them


Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization


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  • Job Reference: 186228639-2
  • Date Posted: 28 October 2020
  • Recruiter: Inficon
  • Location: East Syracuse, New York
  • Salary: On Application
  • Sector: Call Centre / Customer Service
  • Job Type: Permanent