Ingersoll Rand OEM EMEIA Customer Experience Manager in North Rhine Westphalia, Germany

Description:

At Ingersoll Rand we are passionate about inspiring progress around the world. We advance the quality of life by creating comfortable, sustainable and efficient environments. Our people and our family of brands—including Club Car® , Ingersoll Rand® , Thermo King® , Trane® , American Standard® Heating & Air Conditioning and ARO® - work together to enhance the quality and comfort of air in homes and buildings; transport and protect food and perishables; and increase industrial productivity and efficiency. We are a global business committed to a world of sustainable progress and enduring results. For more information, visit www.ingersollrand.com .

Ingersoll Rand is a diverse and inclusive environment. We are an equal opportunity employer, dedicated to hiring a diverse workforce; including individuals with disabilities and United States qualified protected veterans.

Job Summary

To provide customer and sales team commercial and technical support for all phases of pre and post order management.

Developing the Customer Support team towards a “Winning Culture”

Support the OEM business objectives and Strategic initiatives

Creating Value for our customer by constantly identifying area’s for improvement by applying lean principles.

Interacting professionally with all customer types, the sales channel, potential customers as well as all other internal and external stakeholders.

Scope:

Manage all commercial and technical topics around the OEM business:

Manage the EMEIA region, and also support the America’s and Asia Pacific customer base and sales teams for products supplied out of the EMEIA region

Manage and improve the Customer Satisfaction index as one of the most important index of our business (survey management, result analysis and driving necessary change activities).

Manage, coach, motivate and develop a multicultural team (commercial and technical) towards a high level of professionalism and a “winning culture” spirit and be highly engaged in the “Employee Engagement surveys” by driving positive change.

Commercial tasks:

Management of all OEM orders from initial approval, order entry, processing, acknowledgement, shipment and any issue resolution for both European and international customers.

Support Sales team with quotations (where applicable).

Manage customer communication in regard to lead time manage customs, payment terms, disputes resolution, credit limits, overdues.

Pricing: generating price and condition sheets on a customer level.

Manage and monitor special discount requests as well as promotions.

Technical tasks:

Manage the technical support of the OEM customer base, especially in order to drive our growth strategy in Specialized markets.

Professionally and proactively support our EMEIA Tanker Partner network and end-customer on site as well with offering training courses

Manage projects to develop customized products in close alignment with all stakeholders.

Manage and coordinate technical discussions with all customers for warranty claims.

Investigate, document and resolve customer disputes. Responds to the customer disputes fairly and professionally and support quality team with all corrective actions. Assist with returns, credits and/or warranty process.

Reporting:

Provide financial overview (revenues, booking, backlog etc.) as well as other key metrics (level of disputes, overdues, claim overview, customer satisfaction etc.) to management on a regular basis.

Support all internal forecast activities and engage actively in the SIOP process.

Legislation:

Following and applying all governmental legislation, all EU legislation as well as all Ingersoll Rand guidelines for fair and ethical business.

Hosting and managing all internal and external audit auditors.

Compliance to all Ingersoll Rand rules and policies, including EHS.

Customer interaction:

Visit key customer in order to discuss commercial and/or technical topics together with respective Account Manager.

Organize regular tel-cons with selected customer in order to resolve open topics.

Host and support customer meetings at base location.

Lean and improvement:

Analyzing processes and identifying opportunities to streamline and improve efficiency in order to generate customer value.

Support Value Stream activities and any other lean activities.

Open to adopt to new IT systems, like Oracle and Tavant, as well as openness to be involved in IR SMX as well as all related tools and information systems

Identify and leverage on best practices already existing in CTS or Ingersoll Rand.

Communication:

Communicate and liaise with all major stakeholders inside and outside OEM.

Qualifications:

1.Foreign language skills (German / English), any other language would be a great asset.

2.Educational level and background – minimum: high school graduate; preferred associate or bachelor degree. Commercial (must) and technical background (preferably), minimum of 5 years’ experience in a similar environment.

Key Competencies:

1.Must work well in a team environment and must be extremely self-motivated and results oriented.

2.Acting as a team player and having a good track record in managing, coaching, motivating and developing an multi-cultural team

3.Strong communicator and good networker, collaborating and liaising with internal and external peers and management as well as with international customer.

4.Very open to changes in regard to Acting as a change agent to supporting business and IT transformation, changes due to process and Value Stream improvements as well as our transformation to a “Winning Culture”.

5.Working knowledge with IT platforms, preferably with Oracle and the MFG/PRO system

6.Travel requirements: around 5 to 10%

We are committed to helping you reach your professional, personal and financial goals. We offer competitive compensation that aligns with our business strategies and comprehensive benefits to help you live your healthiest. We are committed to building an inclusive and diverse culture that engages as well as values the different backgrounds and experiences of our employee, which, in turn, spurs innovation, generates creative solutions and enhances our customer relations.

If you share our passion for inspiring progress—for bringing about bold shifts in how people, economies and societies operate—then you belong with Ingersoll Rand. Progress begins with you.

Primary Location: North Rhine Westphalia-Germany

Job: Customer Service

Schedule: Full-time

Shift: Day Job

Status: Regular

Type: Experienced

Posting: Dec 7, 2018, 6:05:00 AM

Ingersoll Rand is a diverse and inclusive environment. We are an equal opportunity employer and are dedicated to hiring qualified protected veterans and individuals with disabilities.