Reporting to the Vice President of Sales/Service, the Global Service Manager is responsible for worldwide Customer Service and aftermarket Sales Support activity for the full range of BTU products in the Electronics and Solar markets, for growing the department's sales volume, and for enhancing the quality of delivered services coherent with BTU's brand image. To be successful in this role, the individual will have the drive and experience to expand the company's service network, to increase after market revenue and to establish a synergy between our support and sales teams to proactively assist in researching/growing our total installed machine base.

Key Responsibilities

• Drive BTU's strategic customer support goals by providing exemplary customer support and revenue growth
• Lead a customer oriented, results driven Global Service team to ensure excellent service technically, professionally and ethically and ongoing customer satisfaction
• Ensure that the technical/solar capabilities of the global service team are continually upgraded to provide superior global support
• Partner with Engineering and Operations to successfully implement New Product Development Process
• Develop departmental processes and procedures to meet strategic goals; lead team members in these processes and build team spirit
• Manage the order entry, technical support, and traveling service staff.

Experience/Education/Skills

• 10 + years experience in successfully managing a customer support organization in high quality capital equipment manufacturing companies preferably in the solar and semiconductor industry
• BS degree in Mechanical or Electrical Engineering or similar technical degree
• Willing to travel both within the US and internationally approximately 40- 50 % of the time and to respond to off-hour emergency calls as needed
• Excellent oral and written communication skills with global external customer facing experience and savvy; experience working with companies in China is a plus
• Ability to work with other team members on coordinating resources, knowledge, and skills and a working knowledge of customer support best practice
• Ability to evaluate needs, determine underlying challenges and develop solutions

Please visit http://www.necina.org/job.htm for more information.