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10 Nov 2021

Full-Time Customer Service Manager

Pacproinc – Posted by Nlewis2021 Souderton, Pennsylvania, United States

Job Description

Job summary:

The Customer Service Manager is overall responsible for the growth of our service and support portfolio within our customers and should act as a trusted advisor for the customers and pro-actively work to build and maintain the customer relations. This includes gaining a working knowledge of our customers production and how our equipment impacts the daily activities, as well as how we recommend to keep maximum performance and uptime. The Customer Service Manager will grow the existing service business and manage our parts and service team. We are looking for an individual that will drive high satisfaction levels in our customers allowing us to grow the sales of services, service contracts, and parts.


This position should know the industry of the customer and be familiar with food industry standards in general, standards for measuring downtime/efficiency and carries sound knowledge of systematic maintenance principles and how we can positively impact customer production. The Customer Service Manager develops and conveys solution proposals, including service contracts, to the customer that are value adding to the customer and Pacproinc and follow through on the delivery of these solutions ensuring the customers are happy with the products.


The Customer Service Manager will directly manage the Service Coordinator, Parts Coordinator, and Field Service Technicians to ensure the customer is served in the best possible way. The Customer Service Manager needs to be a highly motivated and driving individual willing to get out there and drive new business.



Certifications: Degree in Engineering and/or Business Administration or similar preferred
Education: Bachelor’s degree preferred
Languages: Excellent written & spoken English
Training: Recognized sales training, management
Skills: Analytical, organized, goal oriented, leader
Experience: Sales of services or capital goods, with minimum experience in this or similar position (2years). Preferably experience from the food equipment industry


Skill Sets:

  • Proven sales & negotiation skills
  • Excellent communication skills and ability to work in a multi-discipline team environment
  • Strong Management skills, ability to coach direct reports to achieve their best results
  • An ability to delegate tasks and ask for support when needed
  • A naturally outgoing individual with an ability to interact with customers and teams alike
  • A sound knowledge of systematic maintenance principles and how they are translated into value adding service solutions
  • Ability to build lasting relationships with the clients and coworkers
  • A customer and service minded self-starting individual, who can manage time effectively and achieve agreed goals



 Daily Routines include:

  • Be the trusted advisor to our customer base
  • Build and grow customer relationships by building trust through frequent customer visits and communications
  • Meet the agreed targets effectively and efficiently through proactive sales of parts, services, and contracts
  • Grow service contract portfolio by identifying new market potential and aligning the Pacproinc offering
  • Translate the new market potential into contract/proposals of solutions for the customer
  • Manage all activities in the field service and parts coordination team
  • Work closely together with the Capital Equipment Sales team to manage the total business & customer expectations
  • Draw up the tactical and operational plans for key customers
  • Manage and maintain pipeline of opportunities, their status, and follow up activities, as it relates to customers
  • Maintain strong customer focus to ensure outstanding customer experience, thus securing the organization’s goals for growth, sales, and profit and efficient service delivery and utilization
  • Effectively monitor any escalation process for customers
  • Travel frequently within the region, and internationally when required
  • Other duties assigned as needed

Name of company seeking application: Pacproinc

Company contact name: Nicole Lewis

Company contact email address: [email protected]

How to Apply

Please apply by emailing your resume to [email protected] or through our Indeed posting 

Job Categories: Business Development. Job Types: Full-Time. Salaries: 100,000 and above.

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