Customer Service Manager

Who We Are:  

IPS opened its doors in 2007 to become the industry's leading service provider, offering single-source electromechanical and power management solutions to enhance the reliability of critical infrastructure. Today, IPS has the industry's largest network of remanufacturing locations, distribution centers, and field service offices across North America and the United Kingdom, serving over 30,000 customer locations across a wide range of end uses, including power generation, utilities, water and wastewater, petrochemicals, air separation, oil and gas, metals, mining, paper, aggregates, cement, hospitals, universities, commercial buildings, and data centers.

IPS offers excellent career growth opportunities and is expanding its talented workforce to meet rising demand. By joining IPS, you'll learn from industry experts and discover your potential while being part of a team committed to our shared values: Safety, Integrity, Teamwork, Accountability, Customer Focus, and Entrepreneurial Spirit.

Responsibilities and Expectations:   

As a Customer Service Manager for IPS, you will serve as the primary contact for our customers regarding their entire motor repair experience—from quote to delivery of the motor. The Customer Service Manager will be responsible for developing and training their team.

• Develop and implement training programs that focus on customer service best practices, communication skills, product knowledge, and problem-solving
• Responsible for overseeing the daily operations of the customer service department
• Communicate with customers in all aspects.
• Research and communicate with IPS vendors on parts and part delivery.
• Assist in achieving financial targets set out by the Annual Operating Plan (AOP) 
• Develop and present quotations and technical and commercial proposals to customers.
• Review customer purchase orders for accuracy and compliance with quotations.
• Help mediate critical issues with customers.
• Ensure that all customer requirements, such as inspections, data collection, and delivery of materials, are being met.
• Led the effort to improve key customer-facing metrics: (time to quote, approval to ship, and ship to invoice) as well as key IPS metrics: (margin performance vs. work plans, labor utilization, direct and indirect costs).
• Work with the repair shop to determine the most efficient repair pricing for customers.
• Review mechanic tear-down sheets to provide customers with the best possible pricing while achieving the best possible margins for the service center.
• Review parts requested by mechanics to determine the cost (get quotes on non-stock parts from the appropriate manufacturer) and order where appropriate.
• Use in-house resources for assistance (SMEs).
• Estimate labor hours for quoting purposes & material pricing.  Determine if replacement is a more economical option.
• Research historical pricing to determine the right price to win repair jobs.
• Work with the sales team to alter pricing where appropriate.
• Price Field Service jobs on a time and materials basis.
• Input pricing for completed jobs and prep jobs for A/R to generate invoice

Qualifications and Competencies:

• Technical background with electrical and/or mechanical products preferred 
• 3 or more years of customer service experience in an industrial environment or equivalent education preferred
• Excellent interpersonal skills, including the ability to build rapport with current and potential customers
• Critical attention to detail
• Excellent communication skills, both oral and written
• Ability to understand, perform, and retain various job-related training
• Flexible with hours, overtime, and some weekend work

Benefits:  

• Paid Time Off
• 401k Employer Match
• On-the-job Training
• Tuition Reimbursement Program 
• Medical, Dental, and Vision plans
• Safety shoe & glasses reimbursement
• And more!

IPS is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or veteran status.  

Any offer of employment is contingent upon the successful completion of a background and driving record investigation. As a federal contractor, our company is committed to maintaining a safe and drug-free workplace. Candidates for this position are required to complete a pre-employment drug screen successfully. The drug screening process will include testing for substances that may impair one's ability to perform the job safely and effectively.

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