Come grow with us! ControlTouch Systems is experiencing exponential growth and is currently seeking a results-driven, customer-focused After Sales Manager to lead our after sales team as we continue to expand upon the services we provide to our customer base in our mission to exceed expectations to be the Best in Baggage.

JOB SUMMARY:

The CTS After Sales Manager manages the service department team and handles customer service interactions, sales and management of service contracts, reports, and repairs. The department is a profit center that will require a business mindset that focuses on superior service and support, creating sales opportunities and maximizing profit. The After Sales Manager ensures excellent customer service, maintains strong relationships with customers and third-party vendors to ensure repeat customers. Responsible for three areas of revenue generation including service contracts, spare parts, and small projects.

Service Contracts will require managing and invoicing existing contracts, making sure that renewals are completed in a timely manner. Keep up with the day-to-day service responsibilities. Maintain customer relationship and look for opportunities to increase sales opportunities.

Spare parts business will require working with current project teams to provide spare parts as well as existing customers that have service contracts as well as previous CTS customers that do not have a service contract.

Small projects responsibilities include management of all phases of a project including concept; estimating; mechanical and controls design; PLC and HMI programming; on-site installation, troubleshooting and debugging; and after-sales support.

A detail-oriented leader to manage the CTS service department and handle customer service interactions, reports, and repairs. The After Sales Manager's responsibilities include providing the highest level of customer service, developing lasting customer relationships, and managing the service team members. The After Sales Manager maintains a strong working knowledge of all industry standards and practices as well as the company's products and services.

The successful After Sales Manager will have a strong sales-minded attitude as well as excellent leadership skills, possess the ability to develop and maintain strong, positive relationships with customers and third-party vendors. Additionally, able to manage various small projects that run concurrently. This role works under minimal supervision.

ESSENTIAL FUNCTIONS:

• Fulfill sales role for obtaining annual service contracts and supporting renewal. Look for chances to expand CTS sales opportunities.
• Primary function will be managing a team of service technicians, supporting customers, troubleshooting systems, and assuring properly running systems.
• Carry service phone to support customer service contracts for 24x7 support.
• Capable of trouble shooting a system and communicate status – verbally and written.
• Provide pricing to customers for work outside of service contracts.
• Understand AC/DC control systems with the ability to read component cut sheets.
• Create a hand-off process from project closing phase to service department.
• Produce accurate and thoroughly self-verified electrical device and panel layouts; motor, control, I/O schematics, and bill of materials.
• Work with accounting on accurate customer billings in a timely manner.
• Work with executive team on development of future services that can be offered to our customers.
• Is pro-active in communicating with the customer, management, and service team.
• Assisting with or performing administrative tasks, such as managing and updating invoices, processing new orders, and tracking inventory.
• Other responsibilities as needed.
  

WORK ENVIRONMENT:

• Combination of office and job site settings.
• Collaborative, engaging, and success driven culture.
• Travel required per customer needs.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Sitting for prolonged periods of time when in the office
• Standing and walking for prolonged periods of time when at a jobsite
• Climbing may be required when working at a jobsite.
• Repetitive typing/data entry
• Lifting up to 10 pounds

WORK SCHEDULE:

This position offers a flexible work schedule. General office hours are M-F, 7a-4p or 8a-5p. Working hours will vary when working at a job site to meet the requirements as needed.

It is the policy of ControlTouch Systems, LLC to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, pregnancy or pregnancy-related condition, status with regard to public assistance, veteran status, citizenship status (if authorized to work in the U.S.),or any other characteristic protected by federal, state or local law. In addition, ControlTouch Systems, LLC will provide reasonable accommodation for qualified individuals with disabilities.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:

• Ability to read and understand written specifications, as well as contract drawings and willing to complete training and becoming certified in applicable controls technologies or programs.
• Has knowledge of commonly used concepts, practices, and procedures with controls, Baggage Handling Systems, and other material handling systems.
• Demonstrate effective organizational skills and multi-tasking abilities, have an acute attention to detail, the ability to receive direction and the ability to work independently as well as be a high-energy leader of the service team.
• Critical thinker and problem-solver.
• Self-starting instincts and strong analytical skills.
• Excellent verbal and written communications skills.
• Willingness to travel to customer facilities and work non-business hours based on project and customer needs.
• Experience Required:
• Understanding the basics of Baggage Handling Systems designs and operational requirements.
• PLC programming, debugging, and commissioning.
• Plan/hardware design.
• AutoCAD (AutoCAD E desired).
• Microsoft Office Suite.
• Basic knowledge of electrical equipment and local building codes such as UL508a, NEC and NFPA.
• Hands-on mechanical and electrical capabilities.
• Troubleshooting Material Handling Systems.
• Understanding VFDs, Servos, sensors and Vision Systems.

EDUCATION, EXPERIENCE AND QUALIFICATIONS:

• Bachelor's degree, or equivalent, in related area; years of relative experience will be considered for education.
• 3+ years of relevant experience.
• Experience managing a team.
• Expert level knowledge of Excel required.
• Experience in the following Preferred: AutoCAD Electrical, MS Project or equivalent scheduling tools, Presentations to customers and leadership.
• Legally authorized to work in the United States.
• Ability to obtain airport security clearance as needed.

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