About Us
At Quaker Houghton, we are experts in the development, production and application of industrial process fluids, lubricants and coatings for the manufacturing industry. We have been an integral part in the growth of the world’s largest industrial and manufacturing companies from aerospace and automotive to primary metal and energy. Today, we have a global presence, with our corporate headquarters located in Conshohocken, PA. Quaker Houghton is a global publicly traded company with a unique collaborative culture that supports career growth for its associates and offers competitive compensation and benefit programs.
Position Summary:
This position is responsible for leading the customer-facing, daily service team for the Metals business in the USA and Canada. The Service Manager will ensure all local service colleagues perform their jobs in a way the meets or exceeds customer expectations in a safe way. In coordination with the sales team, they will monitor individual performance, allocate resources to support business growth, and create plans for talent development and career planning in the commercial service organization.
Extensive travel to include customer sites and company offices/laboratories for required meetings (50%+).
Office or home based - depending on home location.
Job Accountabilities:
- Provide effective leadership and direction to the commercial service team to achieve business objectives: Customer satisfaction, QH product application excellence, Build customer intimacy.
- Develop and execute training programs to ensure service activities are performed safely and accurately.
- Manage performance, develop high-performing team, and establish succession within the commercial organization in partnership with HR.
- Cross functional collaboration with key internal stakeholders, primarily sales and product management, to maintain existing business and identify new opportunities, and support new product trials.
- Share accountability to meet Metals team annual goals and priorities (ex. Safety and Budget). Support the execution of strategic growth initiatives for the Metals commercial team.
- Support execution of customer TCO projects to meet annual contract guarantees.
- Hiring and onboarding of new service team members in conjunction with HR.
- Evaluate and Manage work-load levels of service team individuals to ensure work is done efficiently. Adapt people resources to changes at customer sites.
- Ownership of operational expense budget for service.
- Responsible for expense management and T&E compliance for service team.
- Comply with all Company Policies: to include but not limited to Code of Conduct, safety training, and expense reporting.
Education, Experience, Skills & Competencies:
Education
- Bachelor’s Degree required in Chemistry, Engineering, or any relevant business related area.
Experience
- A minimum of 10 years of relevant industry experience required.
- A minimum of 5 years of people management experience preferred.
Skills & Competencies
- Strategic Thinking – Translate long term strategic goals into present and future organizational needs.
- Results Driven – Holds self and others accountable for achieving performance objectives.
- Ability to collaborate and build relationships – internal and external.
- Leads change – Seeks opportunities, removes barriers and commits to improvements, and supports culture.
- Innovation – Fosters an environment that encourages creativity and openness to new ideas.
- Builds talented team – Creates a high performing organization by having the right people in the right roles.
- Demonstrates strong business acumen, decision making and ability to prioritize and manage multiple tasks.
- Analytical & Problem Solver – Analyzes situations and makes informed decisions with courage and conviction.
- Strong Communication Skills – written, verbal, active listening, influence, etc.
- Proficient in English - written & spoken.
- Working knowledge of Microsoft Office.
EEO STATEMENT: It is Quaker Houghton's policy to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. Houghton International will also provide reasonable accommodations for qualified individuals with disabilities. This employer participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here:http://www.uscis.gov/e-verify/employees
DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position.