Operations Manager

Mersen Gonzales , LA 70737

Posted 2 months ago

Operations Manager Gonzales

Position Summary

Responsible for managing and growing the Gonzales service center business and handling after sales activities, customer service interactions, services, spare parts, repairs. The service manager's responsibilities include providing the highest level of customer service, developing lasting customer relationships, trouble shooting, and managing the service team members (15-20 employees). Addresses all technical aspects of customer inquiries, quotations, and after sales support.

The service manager maintains a strong working knowledge of all industry standards and practices as well as the company's products and services.

To be successful as a operations manager, you should display a strong sales-minded attitude as well as excellent leadership skills. Must be able to develop and maintain strong, positive relationships with customers, other company functions (such as: sales, production, quality, engineering, purchasing, accounting, shipping) and third-party vendors.

Position Qualifications

Minimum Education

Bachelor's degree in Mechanical Engineering or equivalent technical degree/experience.

Minimum Experience

Three or more years of experience working in an equipment repair and service operation in a chemical plant or equipment manufacturer and experience in technical sales of chemical equipment and project.

Knowledge, Skills, and Abilities Required

Customer-focused, proactive mindset with a strong desire toward meeting or exceeding commitments and deadlines. Strong ASME code experience. Excellent working knowledge of cost estimating. Excellent interpersonal communication skills; ability to multi-task; ability to read and interpret drawings and technical manuals. Highly developed technical writing skills and the ability to resolve technical questions and/or problems. Proficient in the use of Microsoft Office, ERP systems, CRM, Microsoft Project, and web-based software.

Preferred Knowledge, Skills and Abilities

Technical aptitude with desire to acquire thorough knowledge of the company's products and how they are used. Ability to listen and comprehend; an intrinsic desire to provide a solution for the customer. Utilitarian "just get it done" approach to taking care of customers and resolving related issues.

Essential / Primary Duties

The essential job functions or primary responsibilities that must be performed unaided or with the assistance of an accommodation.

Essential Job Functions (related to all after sales business activities)

  • Ensure that the customer receives the sales, engineering and technical support necessary to provide solutions that meet their needs.

  • Prepare sales quotations including design recommendations, cost, and technical data.

  • Oversee project management of sales orders between the customer, engineering, manufacturing, purchasing and billing from order entry to shipping.

  • Delegating and directing service and repair tasks, monitoring the progress of current projects, and managing service team members to ensure the team's objectives and sales goals are met.

  • Handling customer complaints or concerns quickly and professionally to maintain good customer relationships and ensure repeat customers.

  • Assisting with or performing administrative tasks, such as managing and updating invoices, processing new orders, and tracking inventory.

  • Monitoring department issues and client complaints to create methods to lessen recurring issues.

  • Auditing work and customer service to ensure the company's high standards, efficiency, and productivity goals are met.

  • Follow-up with the customer after shipment to ensure that equipment purchased operates properly and in accordance with the job specifications.

  • Develop training plans for new employees and development plans for all service center members.

  • Provides technical support to outside sales force.

  • Perform other related duties as assigned by supervisor.

Other Requirements

  • Previous sales and management experience may be advantageous.

  • Strong chemical industry and chemical processing equipment knowledge.

  • Excellent leadership, communication, sales, and customer service skills.

  • Good organizational skills.

  • Strong creative thinking and problem-solving skills.

  • The ability to work under pressure and handle stress.

  • Strong written and oral command of English language

Working Conditions

Employee will work primarily in an office and shop environment. Regular travel to customer sites and other Mersen locations (Salem, VA & Louisville, KY) will be required.


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Operations Manager

Mersen