Manager, Customer Service

Nikkiso Clean Energy & Industrial Gases is a leading provider of cryogenic pumps, heat exchangers, process systems, services, and solutions for the LNG and industrial gases industry with over $250 M in annual revenue. We are a subsidiary of Nikkiso Company Ltd, a leading industrial manufacturer headquartered in Tokyo, Japan, with over $1.5 B in annual revenue, 8000 + employees worldwide, and publicly traded on the Tokyo Stock Exchange.

Nikkiso ACD is an engineering and manufacturing company specializing in machinery designed to operate at cryogenic temperatures as low as 420 degrees Fahrenheit, the boiling point of Liquid hydrogen. For over 50 years, Nikkiso ACD has specialized in centrifugal and reciprocating pumps as well as turbines for air separation. Nikkiso ACD has the most diversified product line in the industry covering nearly every application requiring pumps or turboexpanders.

This position is based at Nikkiso ACD located in Santa Ana, CA.

Essential Functions/Responsibilities:

• Provides leadership to the customer service department.

• Determines customer service requirements by maintaining contact with customers, visiting operational environments, and benchmarking best practices.

• Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; resolving problems; identifying customer service trends; determining system improvements; implementing change.

• Sets reasonable customer satisfaction goals and works with the team to meet them on a consistent basis.

• Investigates customers concerns and finds solutions.

• Improves customer service quality results by evaluating and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing change.

• Participate with Product Manager in development of product roadmap, business case, and management product requirements.

• Specify market requirements for current and future products by conducting market intelligence and research.

• Define product specifications by analyzing costs trends and end users buying preferences.

• Develop the Go To Market plans for new products.

• Train the sales team on new products and develop the sales tools that support the selling process of the product.

• Develop market intelligence by understanding buyer behaviors, how they buy and their buying criteria.

• Be the expert on competition (products, pricing, positioning).

• Regularly perform pricing and competitive analysis and recommend strategies to improve market position, improve quality or reduce costs.

• Manage and communicate sales information and product changes both internally and externally.

• Travel and tradeshows

• Willing to travel; domestic and international

Education and Experience:

• Bachelors degree in business or equivalent combination of education and experience.

• Five or more years of customer service experience in an industrial equipment manufacturing environment.

• Knowledge in product management and customer service communications.

• Strong negotiation and influence skills.

• Excellent verbal and written communication skills.

• Highly knowledgeable in brand/product management and marketing communication.

• Proven writing skills, including business plans, product positioning, etc.

• Strong leader and team player.

• Communicate effectively at all levels.

• Understanding of product development processes.

• Proficient with Microsoft Office Suite.

• Ability to translate your skills to other employees through training and mentoring.

• Experience in CRM software and other relevant tools for managing customer relationships and tracking service performance.

• Experience with rotating equipment and its applications, including pumps, turbines, compressors, and related components a plus.

Work Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment such as laptop computers, photocopiers, and smartphones.

Physical Demands:

While performing the duties of this job, the employee is regularly required to talk or hear. Specific vision abilities required by this job include close vision and ability to adjust focus. This would require the ability to lift files, open filing cabinets and bend or stand on a stool as necessary.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Equal Opportunity Employer/Veterans/Disabled:

Nikkiso CE&IG is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.