Manager, Sales & Services Operations

Industrial Scientific is a dynamic and growing Pittsburgh-based company and a world leader in the manufacture of gas monitoring products. We’re seeking high performing candidates for the critical position of Sales & Services Operations Manager. Responsibilities:The position of Manager of Sales & Services Operations, Americas will report directly to the Vice President of Customer Operations, Americas, and on a dotted-line basis to the General Manager of Sales & Services, Americas.  The position is based in Oakdale, Pennsylvania. This position will be responsible for developing and executing the strategy for inside sales, customer service, technical support and sales operations for the Industrial Scientific Americas business.  The Manager of Sales & Services Operations will serve as a key member of the Americas Sales & Services management team and will ensure the best customer service every transaction, every time for internal and external customers.  This person will have direct responsibility for the following 4 functional teams:

 

Inside Sales: Sales Enablement – Responsibilities include the following:Act as the first point of contact for sales support for Outside Sales, Sales Development, and Distribution

o  Respond to inbound requests from Outside Sales and Distributors via phone, fax, and e-mail including, but not limited to, the following: quotes, order status, part number support, product information, collateral requests, manufacturing lead times, expedited orders, product availability status, pricing information, repair information, training information, product manuals, and ISC policies.

o  Work with Product Management, Marketing, Service, Technical Support, Customer Service, Sales Management, Distribution, Outside Sales, Sales Development, Human Resources, Finance, Manufacturing, and Engineering to collect, catalog, translate, and disseminate information in the above listed areas to the Americas Sales team and Americas Distribution on a daily basis. 

· Provide quotation, iNet™ proposal support, and RFx response support for Outside Sales, Sales Development, and DistributionIdentify sales process improvement opportunities and implement corrective and preventive actions Participate periodically in trade shows, conferences, and strategic distribution events

Inside Sales: Sales Development – Responsibilities include the following:Follow-up on and qualify all inbound leads generated by Marketing Conduct outbound phone, email, and web-enabled campaigns to generate leads Close simple opportunities over the phone and handoff qualified, complex opportunities to Outside Sales Participate periodically in trade shows, conferences, and strategic distribution events

Customer Service – Responsibilities include the following:Respond to inbound requests from Customers – Distributors and End Users – for product pricing, product availability, order expedites, delivery status, manufacturing lead times, product manuals, and all other order processing-related requests Direct the implementation of a new ERP system Drive the adoption of the new CRM system Development of advanced metrics to ensure delivery of highest quality, best customer service, every transaction, every time

Technical Support – Responsibilities include the following: Respond to inbound requests from Customers – Distributors and End Users – and Sales team members for technical product support of the Industrial Scientific product family, including portable instruments, fixed systems, docking station products, and iNet.  Direct the implementation of a new ERP system

 

Experience Required and Personal Attributes:Bachelor’s degree, Master’s degree a plus Minimum of 10 years full-time work experience Experience working with distribution a plus Proven track record of customer service ERP and CRM experience preferred Goal-oriented and highly ethical Comfortable with limited, occasional overnight travel Gas detection experience (sales, customer service, or technical support) a plus Has the ability to attract and retain top talent; knows how to coach, train, and manage individuals to reach their full potential Excellent, persuasive communication skills with compelling oral and written communication skills Ability to build open, cross-functional relationships with other leaders of the business Intellectually competitive, good quantitative and analytical abilities, a broad business perspective with sound business judgment and financial acumen An energetic, resilient and committed leader with a positive attitude who has an open and direct operating style and strong work ethic



Dynamic and fact-driven with the flexibility to change approach as the need arises.  

 

Apply through the Industrial Scientific web site, www.indsci.com.


Best Qualified candidates will be contacted.

 

EOE

 

About Industrial Scientific Corporation:
Industrial Scientific Corporation is a global leader in gas detection equipment, software and services to protect human life in the most demanding work environments. With continuous improvements in lean manufacturing operations, engineering, and R&D, Industrial Scientific is dedicated to eliminating workplace fatalities. To achieve this goal, Industrial Scientific combines the highest quality products, the breakthrough iNet™ service to keep them in perfect working condition, and a focus on anticipating and addressing problems before they happen. Employing over 850 people, Industrial Scientific has manufacturing operations based in Pittsburgh (USA), Arras (France), Dortmund (Germany) and Shanghai (China). The company provides technical services to customers from local service centers around the world, and has additional offices in Australia, Brazil, Canada, Czech Republic, Dubai, Mexico, The Netherlands, Qatar, Singapore, Switzerland and the United Kingdom. For more information about Industrial Scientific, please go to www.indsci.com.