Inbound Contact Center Manager jobs in Fort Wayne, IN

About Signode:

With over $2B in revenue, 80 manufacturing facilities across 6 continents and over 9,000 employees worldwide, Signode is a leading manufacturer of a broad spectrum of transit packaging consumables, tools, software, and equipment that optimize end-of-line packaging operations and protect products in transit. Signode brings this extensive product portfolio together under hundreds of trusted brands to offer complete transit packaging solutions to its customers.

We produce strap, stretch and protective packaging. We also manufacture packaging tools and equipment used to apply the bulk packaging materials. These commercial packaging products are used to pack, bundle, unitize, protect and secure goods during warehousing and transit. Our company is a pioneer in the industrial packaging sector with a long history of customer-focused innovations in materials, processes and automation technology that have revolutionized the sector.

Headquartered in Tampa, Florida, we are proud to be the Transit Packaging Division of Crown Holdings, Inc. We are excited to go to market as Signode and to share the portfolio of products, services and capabilities that make us the world’s premier end-of-line packaging company.

Summary

Directs and coordinates activities of field service personnel to ensure the satisfactory performance of Signode power equipment and identify new business opportunities.

•    We offer a competitive salary with a range of $90,000 - $112,000 based on experience and skill set. 
•    This position is eligible to participate in the Signode annual bonus program with a target of 15% of base salary.
•    A variety of benefits are also available, including medical, dental, life insurance, short-term and long-term disability, as well as Signode’s 401(k) program. 

Essential Functions

• Manage a team of 10-13 Field Service personnel in your region, supporting over 1,000 customer accounts and 5,000 machines in each region.
• Oversee the activities of the personnel and ensure coverage for completion of service calls in a timely manner.
• Review workorders; billable, warranty and installation reports to ensure accuracy of hours/travel, professional documentation and any follow up actions required for full resolution and invoicing.
• Approve, timecards, expense reports and annual maintenance agreements.
• Review agreement reports to understand profit and loss within their responsibility.
• Accountable for growth and margin, year over year through the sale of maintenance agreements, product retrofits and billable service, including maximized utilization levels.
• Provide qualified supervision for field service techs on special application equipment.
• Ensure and coordinate training and development of technical skills of team to successfully handle customer needs within the region.
• Form strong relationships with internal and external customers to collaborate and service the needs of the end user.
• On a regular basis, partner with Sales, Product and Marketing Managers, and Engineering to continuously improve the organization, equipment, and department.
• Provide necessary resources, training and tools for the team to effectively and safely perform their job.
• Lead and resolve escalated of customer issues, as well as, educating them on value of services rendered.   
• Gather and share essential KPI’s, weekly, monthly reports as well as quality reports.
• Partner with inventory manager on inventory levels of each service van inventory and determining specific parts as it pertains to their assigned region.
• Prepare comprehensive technical data reports for Training and Engineering Department relating to equipment issues and present suggestions for improvements. 
• Optional: In certain global areas, this role will be responsible for maintaining world class customer service for parts ordering, fulfilling & stocking levels within their region.

Position Qualifications

Education: High School Diploma or GED required, Preferred College Degree or Technical School.

Experience: 2 years in a leadership role, with 5 years in a service position.

• Microsoft Office skills (Word, Excel, Outlook, etc) 
• Desirable: Professional course (business, engineering, mechanical). 

Functional Success Drivers: These competencies are what we require for an individual to be successful in this role.

• Customer Focus
• Stress Management
• Problem solving
• Results oriented
• Organization / Planning
• Empowerment
• Selecting Quality Talent

Reasonable Accommodation Statement

To perform this job successfully, the individual must be able to perform each essential duty satisfactorily.  Reasonable Accommodations may be made to enable qualified individuals with disabilities.

The Company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the Company reserves the right to change this job description and/or assign tasks for the employee to perform, as the Company may deem appropriate.

Signode Industrial Group, LLC is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status.