Service Operations Manager, NCS

Nikkiso Clean Energy & Industrial Gases is a leading provider of cryogenic pumps, heat exchangers, process systems, turboexpanders, services, and solutions for the liquefied natural gas (LNG), liquefied hydrogen (LH2), and industrial gases industries. Applications include fueling stations, marine engines, peak shaving, power generation, virtual pipelines, carbon capture, geothermal power, and well stimulation. We are a subsidiary of Nikkiso Company Ltd, a leading industrial manufacturer headquartered in Tokyo, Japan, with $1.5 B USD in annual revenue, 8000 + employees worldwide, and publicly traded on the Tokyo Stock Exchange.

The Lead Aftermarket Service works to coordinate service team organization to provide high customer experience. In collaboration with Sales Manager to achieve our company goals. The position will have a variety of responsibilities to grow the NCS business within the SEA markets.

• Develop and maintain strong product knowledge.
• Follow up on customers technical requests, understanding technical specification, preparing review quotations related with service job. Technical support provider for Sales team and customer.
• Select pumps and find technical solutions.
• Assist Order Entry in interpretation, clarification, and execution of customer orders.
• Providing technical information, application support.
• Maintain close cooperation with internal and external customers - colleagues across the company and external customers.
• Promote and sell the NCS aftermarket products:  service agreements, repairs, exchanges, field services and upgrades as directed by Sales Manager.
• Develop leads and referrals, resulting in profitable orders and sales volume increases,
• Perform oral and written negotiations with customers, suppliers, partner companies and internal departments.
• Handle technical negotiations with OEM, EPC and end user companies within designated authority.
• Handle the commercial conditions process as appropriate- review, comment, discuss, modify, and agree on terms, as integral part of a customer P.O.
• Assist other CE&IG functional units in the interpretation of customer specifications to fully meet customer’s application requirements and order content.
• Promote Customer Focus throughout the company.
• Assist the Sales Manager with AMS in areas of responsibility.
• Help develop proposals for AMS campaigns for specific service products and markets/customers and align with Sales Manager’s needs.
• Ensure all the team member are follow company policy
• Ensure all the technician and field engineer are submitting the claim expense on time
• Additional duties as assigned by Business Line Manager

Competencies (knowledge, skills, and abilities)

• Customer Focus
• Communication skills:  written, verbal, listening, presentation.
• Relationship management skills with a high degree of integrity
• Negotiation skills
• Analytical skills
• Problem-solving skills
• Initiative and drive
• Results-driven
• Ability to decide priorities in a rapidly changing commercial environment.
• Integrity
• Team player
• Flexibility with working hours to meet client needs and job requirement deadlines.
• Microsoft Office skills
• Ability to use and leverage databases such as ERPs and Salesforce CRM
• Ability to travel.

Education and Experience

• 2-5 years sales experience, preferably with aftermarket sales in the industrial manufacturing industry
• Bachelor’s degree preferred.
• Hands on knowledge and experience in promoting and selling after-sales support highly desirable.
• Experience in an international business environment
• Current valid driving license
  
  

The competencies listed above are typically acquired through the levels of education and experience listed. An equivalent combination of education and/or experience that provides an applicant with the listed knowledge, skills, and abilities required to perform the essential functions of the job may be accepted.

Work Environment and Physical Demands

• Stand, walk, sit, talk, hear, type, and write.
• Reach with hands and arms, bend, stand on a stool or climb, and use fingers and hands to feel objects, tools, or controls.
• Use standard office equipment such as computers, telephones, printers, copiers, etc.
• Lift files and open desk drawers and filing cabinets.
• Work in both office and shop environments
• Conditions may vary at each location, yet are essentially the same as listed.
• Travel