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Sr. Mngr. for Key Account Service

​Rolling Meadows, IL
Reference number: 15067

 

 

The Sr. Manager of Key Account Service is responsible for overseeing and managing the after-sales Service process towards RATIONAL Key Account customers.  This includes working as part of the management team, developing and implementing company strategies while continually seeking to develop the most beneficial solutions for the Key Account customer base.  The Sr. Manager of Key Account Service is responsible for managing a team of Key Account Service Managers, overseeing the relationships with Key Accounts, ensuring service is available, and creating/using reporting as performance tool.  The ultimate goal of the Sr. Manager of Key Account Service is to ensure the Service Process is fully supported and RATIONAL capabilities are in line with the customer centric focus of the company.  The Sr. Manager will supervise 2-3 Key Account Service Managers, and work collaboratively with Regional Service Operations Managers, Regional Technical Service Managers, and the Key Account Sales team.
 

Essential Responsibilities include the following:

  • Translate and implement successful processes through our company’s strategy.
  • Develop the Key Account service operation to the highest customer satisfaction and performance.
  • Focus on customer service by raising the first-time fix rates, shortening response and resolve times, maintaining reasonable pricing, and ensuring dispatching staff are responsive.
  • Maintain and monitor service quality and customer satisfaction according to RATIONAL standards.
  • Lead the team of Key Account Service Managers providing a high-level attention to targeted accounts.
  • Collaborate with the Field Service team to develop strategies for improved service delivery to Key Accounts.
  • Actively engage and manage relationships with Key Account stakeholders.
  • Implement and enhance our service product portfolio.
  • Manage and control existing maintenance contracts with our Key Accounts.
  • Enhance the overall performance of the KPI System as an effective measuring tool.
  • Support global projects as requested by Headquarters in Germany.

 

The ideal Sr. Manager of Key Account Service candidate has a degree and an accomplished background throughout the technical equipment industry, preferably in kitchen equipment.  Having extensive experience in administering a team of managers and building positive customer relationships is essential.  An organizational development background is beneficial when applying for this position.  In reporting to the Vice President of Service for USA. it is imperative that the candidate fully understand the commitment level of this position.  Other preferred qualifications include a minimum of 5+ years of experience within a field service operation, and Associate/Bachelor’s degree or equivalent work experience, and experience with commercial foodservice equipment.
 

 

Our offer
Do you like to have a clear view and accountability for your area of responsibility? Very good. We have a lean and process-oriented organisation that places value on customer service. You will be working at the heart of our business, helping to put a satisfied smile on our customers' faces after solving their problems. But your satisfaction is also important to us. In addition to attractive remuneration, your future is in the best hands with us. We offer you a stable and safe working environment, characterised by strong cohesion and mutual trust.

Our company
Thanks to its employees, RATIONAL is the world market and technology leader when it comes to hot food preparation. Above all, the experienced craftsmanship and creativity of our employees are driving us forward. Together we achieve great successes of which we can be very proud. Team spirit is key.  

We are looking for doers! We're very eager to find out how you would do it.
If you have any questions, please contact Erin Demos at e.demos@rational-online.com.
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RATIONAL Cooking Systems, Inc. | 1701 Golf Rd. Suite C-120 Commercium | IL 60008 Rolling Meadows | United States (US) 

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