Customer Insights Manager jobs in Pennsylvania

Description

Process Insights Inc. (PI) is a fast growing, innovative company, focused on differentiated solutions and technologies used in chemical, petrochemical, semiconductor, pharmaceutical and other continuous process industries. PI is a premier manufacturer of high-precision process analytical instrumentation used for gas and liquid measurement, and analysis of complex compounds. Our products provide mission-critical solutions across a diverse range of end-markets worldwide; ensuring safe operation, reduced disruptions, downtime, and lost productivity; all while managing increasing regulatory complexity and cost in industrial processes. PI Brands include Alpha Omega Instruments, ATOM Instrument, COSA Xentaur, Extrel CMS, LAR Process Analyzers & Hygrocontrol, MBW Calibration, and Tiger Optics. Our global portfolio of trusted brands is known for their consistency, reliability, and exceptional services that add value to our end-user’s applications and processes.

We currently have an opening for a Technical Support & Applications Manager at our operating site in Horsham, PA. This role reports to the Executive Vice President, for Ultra High Purity (UHP) and will be based onsite in the Horsham facility.

The Technical Support and Applications Manager for Ultra High Purity (UHP) Segment will be responsible for ensuring a high level of customer satisfaction, as well as continued profitability and growth for support-related activities. Developing the service strategy, structure and providing improved communication, technical support, and service presence. Specifically, the Technical Service Manager will direct and supervise service activities to ensure customer demand is effectively met. 

The ideal candidate for this position is someone who likes to champion change and innovation; someone who will take the initiative to get things done and motivate others to assist in achieving those goals. The Technical Support & Applications Manager must be capable of managing multiple priorities at once and moving at a fast pace. This person will be strategic in nature and focused on results, despite changing conditions. A results-driven problem solver.

Duties and Responsibilities:

• Provide direction, training, and guidance to global team of UHP service and applications personnel.
• Develop and implement strategy to support UHP customers globally with focus on Semiconductor and Industrial Gas     industry.
• Develop and support procedures to ensure service employee efficiency and effectiveness.
• Promote completion of individual service training certification for all product lines.
• Coordinate field service activities pertaining to start-up, warranty, contracts, and paid services.
• Promote and monitor warranty and service maintenance agreements to support departmental budgetary goals.
• Provide support to the Sales, Marketing, Production and Engineering Departments to achieve company-wide goals.
• Assist with the development of global service locations to support local sales representatives’ sales and service efforts.
• Analyze departmental information including field support activities, customer satisfaction, etc.
• Manage customer expectations to ensure satisfaction, while maintaining profitability.
• Interact with other departments, including Sales and Engineering, in order to resolve customer problems.
• Provide quotes for customer service requests as needed.
• Adhere to corporate policies and procedures, health and safety policies, quality standards and laws and legal standards.
• Maintain consistent and professional attendance, punctuality, and personal appearance.
• Develop personal skills and capability through on-going training, as provided by the Company or elsewhere subject to Company approval.
• All other duties as assigned.
• 20% travel required (including international).

Process Insights is an equal opportunity employer with a generous compensation plan: 

• Excellent earning potential with qualifying annual bonuses
• Health, Dental, and Vision Benefits Plan 
• Elective Flexible Spending and Dependent Care Accounts
• Company Paid Life Insurance, plus Short and Long-Term Disability
• 401(k) Retirement Savings Plan
• Paid Holidays and generous paid time off (PTO)
• Tuition Reimbursement for qualifying degrees and certification programs.
• Company Sponsored BenefitHub Perks Reward Program

Requirements

• BS degree in Chemistry, Physics or Chemical Engineering or a minimum of three years’ analyzer or a minimum of ten years’ analyzer service experience.
• 3-5 years of experience in Semiconductor or related industry.
• Excellent mechanical and/or electrical aptitude.
• Ability to attract, develop, coach, mentor, motivate, manage, and retain key talent.
• Excellent organizational skills.
• Familiarity with industry policies and procedures to ensure safety, environmental, and regulatory compliance.
• Extensive cross functional team experience including technical and non-technical work.
• Strong problem solving and time management skills, a results-oriented work ethic, and ability to work alone with limited direct supervision.
• Fiscal and financial awareness is a must. Attention to cost and expense matters.
• Strong communication skills in both oral and written form.
• Excellent interpersonal skills required.
• High level of motivation. Must be driven to get things done and responds positively when under pressure. 
• Must be able to take initiative and be proactive.      
• Technical proficiency a must (MS Office, ERP applications (Epicor preferred), etc.).
• Must comply with DISA or similar random testing agency for fulfilling company/ site requirements.
• Willingness to assist with tasks, even when the work is out of the scope of responsibilities.