Director – Global Services

<h4><strong>Our employees are our greatest asset. Join our team and you&rsquo;ll be among our many employees who are thought leaders; the &ldquo;go-to&rdquo; people in their field of expertise. They are trusted sources who lead with innovative ideas, develop ideas into reality, and use those ideas to create sustainable solutions that focus on changing the world of industrial heating.</strong></h4>

Pittsburgh, PA


<strong>Chromalox, a Spirax Sarco Engineering company, is a thermal technology company. We engineer thermal solutions for the world&rsquo;s toughest industrial heating applications. Our Heat Trace division delivers temperature management solutions for piping systems, valves, and tanks. Our Industrial Heaters and Systems&nbsp;division delivers process heating solutions for revenue-generating industrial processes, and our Component Technologies&nbsp;division delivers component heating solutions for industrial equipment manufacturers. Chromalox was founded in 1917 and is headquartered in Pittsburgh, PA, USA.</strong>

keywords: position summary,business development & marketing,sales/proposal development,tactical field service execution,tactical field service execution,tactical field service execution,experience,skills,management,degree,analysis


Overview: The Director &ndash; Global Services provides strategic guidance and operational direction to our professional services organization, which supports all Chromalox&rsquo;s lines of business.
Responsibilities: <p>This role will provide strategic direction and directly manage the professional services business in the following areas:</p> <p><strong>Business Development &amp; Marketing</strong></p> <ul> <li>Support the growth of Chromalox&rsquo;s product and service offerings, and market sector development</li> <li>Build and execute programs to enable partners to implement Chromalox products and service, including certification and training</li> <li>Develop a service strategy focused billable service offerings that enhance the customers experience</li> <li>Advance the effectiveness of professional services through leadership and solution delivery expertise, in partnership with relevant business leaders</li> </ul> <p><strong>Sales/Proposal Development</strong></p> <ul> <li>Understand both the art and the science of professional services to support sales and grow services billing</li> <li>Develop sales plans to meet established global KPIs</li> <li>Support the review of customer requirement and terms &amp; conditions</li> <li>Provide recommendations around pricing strategy</li> <li>Develop and implement lead time definitions for customers</li> </ul> <p><strong>Tactical Field Service Execution</strong></p> <ul> <li>Managing scheduling of fields resources; identify opportunities for enhancements in scheduling processes</li> <li>Effectively manager resources, both people and components</li> <li>Manage sales/operations budget to established KPIs</li> <li>Ensure team successfully executes on technical support and delivers high customer satisfaction; aid in resolving any issues and serve as one of the highest points of contact for any escalations</li> <li>Partner with cross-functional leaders and teams (Application Engineering/Design Engineering/Operations/Sales) to ensure high customer satisfaction, successful customer projects and enabled partners</li> <li>Support existing customer-centric service delivery motion and develop new organizational processes as needed</li> <li>Own services financial metrics and services gross margins, indirectly influence billings, billable utilization, and revenue targets; track number of service calls; productivity/efficiency metric</li> <li>Manage the process of warranty claims, coordinating with the customer and manufacturing to ensure the best outcomes for both the customer and for Chromalox</li> <li>Travel up to 50% may be required facilitate this position</li> </ul>
Requirements: <div id="Jobs_JobDetail_JobRequiredSkillsText"> <ul> <li>Adaptable with the ability to effectively manage ambiguity</li> <li>Strong technical problem-solving skills</li> <li>Root cause analysis experience</li> <li>Strong relationship building skills</li> <li>Excellent written and verbal communication skills</li> </ul> </div> <div id="Jobs_JobDetail_JobRequiredExperienceText"> <h4>Required Experience</h4> <ul> <li>BS degree in Engineering or other appropriate technical degree or equivalent experience.</li> <li>10+ years of related experience managing professional service teams</li> </ul> </div>