Senior Manager, Field Service And Technical Customer Support

Nordson Packaging, a global leader in Packaging, is seeking an experienced and highly motivated individual to join our team. We are committed to creating a diverse and inclusive workplace, and we are looking for candidates who share that same commitment.

Summary of the role

As a member of our team, you will have the opportunity to work in a dynamic and collaborative environment, where your ideas and contributions will be valued and respected.

The Service Leader will lead our Internal Technical Support team and our Field Service team. This leader will play a key role in the creation, implementation and overall success of our aftermarket support to include repair, service packages and contracts that support our customers' plant locations.

Essential Job Duties and Responsibilities

• Superior Technical Aptitude along with outstanding project management skills

• Comprehend and utilize SAP and C4C to maintain detailed and accurate customer files

• Maintains detailed knowledge of Nordson products, technical offering and service offerings that align with customer expectations and NBS Next methodology

• Industry knowledge of new markets, changes in existing markets, competitors' activities (prices, service and product changes), and needs for new or redesigned Nordson equipment and or service

• Interface with Nordson OEM Leader and TOP Account leadership Team members on newly informed Customer projects to ensure alignment and coordination of unilateral benefits that tie into service and tech support

• Build in-depth allied vendor and Customer-centric relationships to maintain existing business and create added value-driven revenue

• Routinely update revenue status against plan including current revenue and any needed gap analysis and countermeasures

• Align TOP Products with Customer processes for standardization across all customer locations thru Tech Support and Field Service

• Train, coach and develop Field Service and Tech Support on new technology offerings to ensure sales of these new products into the market

• Routinely spends time conducting VOC to continue to gain customer feedback

• Ability to create and sustain relevant reporting to track efforts across both Service and Tech Support that align with NBS reporting structure

• Performs other duties as assigned

Education and Experience Requirements

• Bachelor's degree preferred.

• Minimum 7 years in experience in Service with some relevant leadership experience

• Experience with CRM systems with a preference within SAP, Cloud for Customers (C4C) or Salesforce. Computer literacy and experience with Microsoft Office products (Outlook, Excel, Word and Power Point) and SAP is preferred

• Travel will be anywhere from 50% to 75% across the United States and Canada.

Preferred Skills and Abilities

• Excellent written, oral communication and negotiation skills along with having the ability to present to leadership, internal stakeholders

• Collaborative skills to work with sales, product management, engineering, and other internal groups to execute on Nordson initiatives

Interested?

If you are interested in being a part of a team and creating an inclusive and diverse workplace, please apply online with your CV.

About Nordson Packaging

Nordson Packaging is the leader in precision dispensing, fluid management, and related technologies. We serve the Packaging end market to improve production efficiency and product quality for a variety of packaging manufacturing processes. By joining our team today, you will help us bring innovative ideas to life. Nordson Packaging is a global team that works to create technology that helps efficiently apply adhesives to meet both form and function for a wide variety of packaging applications like tankless technology, self-diagnostic and intuitive touch-screen controls, auto-fill technology, clean-cutoff and self-cleaning applicators, and pattern generation controls. We offer a supportive culture in a growing and dynamic work environment. Whether you're just beginning your career or you're a seasoned professional, there's a place for you to belong at Nordson Packaging. We offer hourly and salary positions in production, maintenance, customer service, quality, engineering, and more. We actively invest in our teams to help you build your skillsets and advance your career.