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ITW After-Sales Product Support and Field Service Manager in Hatfield, Pennsylvania

Brooks Instrument, a global manufacturer of flow and pressure measurement and control products for critical applications, and a division of ITW (A Fortune 200 Company) is seeking candidates for an After-Sales Product Support and Field Service Manager. This position will be based out of our headquarters facility in Hatfield, PA (Suburban Philadelphia). In addition to our Pennsylvania operations, Brooks maintains manufacturing locations in, Hungary, and Korea. The Company also maintains sales offices throughout the world. Our products are used in laboratory and process applications in end markets such as: life sciences, chemicals, semiconductor, analytical instruments, nuclear, and solar cells.

Basic Function

Lead Technical Product Services team to provide timely and accurate responses to all customer after-sale technical and product service inquiries. Provide sustaining engineering support to all product families. Continuously improve the Technical Product Service organization through implementation of systems and processes focused on enhancing efficiency and customer satisfaction. Communicate with customers and Sales Representatives regarding Technical Product Service offerings, training, policies, and procedures.

Essential Duties & Responsibilities

  • Ensure systems and processes are in place for the Technical Product Services team to communicate with customers, service centers, field applications engineers and sales teams for the efficient processing of technical and product inquiries.

  • Ensure everyone in Technical Services has access to and is trained in the use of the appropriate company proprietary PC based tools (product selectors, product diagnostic, sizing, configuration, pricing, RMA database, QMS applications, etc.) required to perform their jobs.

  • Ensure that appropriate Technical Services staff have access to and are trained in the use of current business systems and related tools for efficient processing of technical and service- related inquiries.

  • Ensure Technical Services staff is properly trained on the specifications, performance, and application of Brooks products to support efficient processing of technical and product service-related inquiries and Customer escalations. This includes assisting Application Engineers through development of “White Papers” that highlight troubleshooting tips or successful utilization of Brooks products in the field.

  • Provide revenue growth via enhanced servicing of current customers and appropriate marketing of the service function to new customers. Additionally, provide revenue growth by assisting with product releases. Examples include participation in spec writing, DVT, test plans, development of global service plans, beta site support, etc.

  • Ensure Technical Services staff is equipped with appropriate metrology, tools, and procedures to service products in the field.

  • Support communications between Sales Representatives, Customers, and Technical Services during product start up on significant projects and critical applications.

  • Assist customers and Sales Representatives with any complaint, using the formal customer complaint process when appropriate.

  • Provide training to customers, sales representatives, and Brooks employees on installation, service, and support of the Brooks products at the factory and/or by traveling to field locations.

  • Provide direction to the Global Product Service Managers to continuously improve the systems and processes used to fulfill customer’s product service needs.

  • Measure and improve Key Performance Measures such as on-site service and training revenue, Customer escalation closure time and customer satisfaction with services.

  • Provide leadership and/or participate in continuous improvement initiatives and/or special projects to improve customer satisfaction.

  • Provide technical support and direction to the customer facing representatives in the service and support facilities globally.

  • Regular attendance and the ability to interact with others in a team environment.

  • The ability to follow all safety procedures.

  • Other duties as assigned.

Education & Experience _ _

  • BS Degree in Engineering or Business Administration required.

  • Minimum of eight (8) years experience with instrumentation is preferred.

  • Minimum of five (5) years experience in a Customer Service/Technical Service/Field Service role or similar portable experience is preferred.

  • Membership and participation in an industry related society such as SEMI, ISA, etc. is preferred.

  • Knowledge of MS-Windows, MS-Excel, MS-Word and MS-PowerPoint is required.

Our employees enjoy competitive, merit-based salary plus excellent benefits including:

  • Health and dental insurance

  • Company Paid Life Insurance / Short and Long Term Disability

  • 401K plan with generous company match

  • Vacation, personal days and holidays

  • Continuing education reimbursement program

  • Flexible spending accounts

The opportunity to join a well established (70 + years in business) yet dynamically changing organization that works together as a team to meet the challenges of satisfying customers’ needs and managing rapid growth to better compete in a global marketplace.

ITW Company Overview

ITW was built on innovation and the strength of new ideas. These values have helped us expand into multiple platforms in nearly 60 countries. But at each of our businesses, the independent entrepreneurial spirit and freedom to innovate remain strong. It’s the highly talented people at ITW businesses all over the world who drive our success through new products and customer driven solutions. Together, we are ITW—a Fortune 200 company that has prospered for 100 years, and changed the way people live and work, all over the world.

Please visit our website: http://www.brooksinstrument.com/

Brooks Instrument is an Equal Opportunity Employer / Affirmative Action employer. All qualified applicants will receive consideration for employment without required to race, color, religion, sex, national origin, disability, or protected Veteran status.

ITW is an equal opportunity employer. We value our colleagues’ unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential.

As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship.

_All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws. _

ITW is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

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