Project Manager - Customer Response Team
Description
Koch Engineered Solutions (KES) is seeking a Project Manager (PM) – Customer Response Team (CRT), to oversee and manage final completion phases of projects and to ensure customer satisfaction at project close out including proper resolution of warranty related activities. Candidates must demonstrate excellent communication skills, strong customer service focus, the ability to coordinate well with others, strong sense of urgency, critical thinking and the ability to build strong lasting relationships.
This role owns quick resolution and customer satisfaction from the time projects are approaching shipment through final equipment acceptance. The candidate will be responsible to ensure superior customer support and achieve a great post-shipment experience for the customer.
What You Will Do In Your Role
- Apply PBM to achieve KES Vision, by increasing contributions, fostering transformation and creating new/superior long-term value.
- Build and cultivate existing and new relationships with Customers; make efforts to mend/repair relationships that require extra attention. Excellent Customer perception is the expectation.
- Actively promote KES business offerings to Customers, as opportunities arise, in conversation or circumstance, for example Turnkey.
- Be easy for my customers to work with by building customer relationships, empathizing with our customers and being responsive to their needs. Assist Customers by providing prompt and complete answers to questions, whether technical or commercial. Seek assistance from Service Team, Process Engineering, Controls Engineering, and Order Execution, as appropriate.
- Strive to work more across KES product offerings, to promote and achieve cross-training.
- Provide timely support to our Service Technicians and Customers on all Customer Service issues. Support to resolve field issues quickly and meet Customer expectations. Minimize warranty expenses. Leverage customer goodwill.
- Help continue to develop Customer Response Team to meet company expectations and ensure superior Customer support, achieving a great post-shipment experience for the Customer.
- Take ownership and be responsive for each interaction every time to improve customer satisfaction.
- Drive change through participation in, and contributions to, key Order Execution milestone events, including Kickoff meetings and Design Reviews.
- Drive change through disciplined application of Lessons Learned Analysis, and weekly Active Service Jobs Meetings.
- Ultimately, strive to be the Preferred Supplier because of great CRT Efforts, Service, and communication.
The Experience You Will Bring
Requirements:
- Candidates with service engineering background welcome to apply
- Experience in project management, project execution, or product design
- Experience managing a broad base of project activities including design, procurement, project scheduling, controlling budgets, knowledge of fabrication, construction, commissioning, field service/customer service and warranty resolution.
- Effective communication and problem-solving experience working directly with external customers
- Be a Principled entrepreneur empowered to drive continuous transformation of self & organization
- Customer focus
- Courage to lead and takes ownership
- Effective communication skills, Fluent in English. Any additional languages would be an asset.
- Effective in people, time management, sense of urgency & critical thinking
- Economical thinking, Decision making & analytical capability
- Resilient, optimistic, value creator and open to transform
- Focused, target driven with a positive can-do attitude
What Will Put You Ahead
- Experience in project management within a Koch Engineered Solutions (KES) company
- Bachelor’s degree in Engineering, PE or PMP
- Specific Combustion product line experience like TO/FR/FGRU, Process /Power burner, Vapor combustion/recovery etc.
- Additional relevant customer relationship or project management experience
