Service Manager

Summary:

Infintium Fuel Cell Systems, Inc. is developing next generation hydrogen fuel cell systems for industrial vehicles. We are currently looking for a Service Manager who will be responsible for maintaining customer relationships and directing & training the field maintenance and service processes. As we are a small team, the candidate must be capable of setting and meeting goals reliably, with limited oversight. This role is perfect for an experienced candidate in the material handling industry looking to grow their career with hands-on customer relationship management in a start-up environment.

This role will be based at the company’s primary facility located in Greenville, SC near the GSP airport.

Responsibilities / Duties:

This role at Infintium is expected to:

• Providing first class customer service to company’s key users to ensure the success of company’s products in field applications

• Providing customers with product information and availability, estimated time of arrival of goods and product recommendations

• Delivering prompt and professional solutions for customer inquiries

• Representing the opinions and suggestions of the customers to the company so the company has feedback from its customers

• Service Level Agreement (SLA) knowledge to guarantee proper and professional support parameters

• Hiring, training, and managing customer service staff in best maintenance and service practices

• Set reportable metrics to measure and maintain performance and health of the company's service department

• Suggesting to management and implementing improvements to customer service processes

Required Qualifications / Experience:

The applicant for this position must meet these requisites:

• Associates degree required; Bachelor’s degree strongly preferred

• Minimum of five (5) years in a customer-facing role where responsibility was held for an entire maintenance and service organization within distribution or manufacturing industry companies

• Demonstrated ability to work solo as well as being a strong leader, overseeing an entire service team

• Must be an excellent communicator and speaker both online in written interactions, and face-to-face customer service interactions

• Working knowledge of Windows applications and other essential programs such as inventory management systems and performance metrics applications

• Must be accurate in handling detailed information/data

• Travel to customer sites periodically is required

Desired Knowledge / Skills

In addition, the ideal applicant also would meet the following:

• Have a self-starter mentality with strong attention to detail and commitment to quality work

• Ability to handle multiple tasks simultaneously and ability to manage project timelines

• Strong interpersonal skills and the ability to effectively communicate cross functionally with all levels of management and external customers

• Excellent planning, organizational, and project management skills using a variety of technological platforms

• Prior experience working with material handling equipment from a service standpoint

• Knowledge of hydrogen or battery-powered vehicle system

• Experience using SAP B1 or a similar ERP program