Technical Services Manager - Gas Equipment

Position Summary

This position is a product and applications technical expert for the US Gas Equipment business within The Harris Products Group, A Lincoln Electric Company.

The role supports our customers and sales organization by explaining the technical features of our industrial and specialty gas equipment product line.  This includes an understanding of the key components that make up our finished goods and the ability to recommend specific products based on the customer’s intended application (considering key variables such as pressure, flowrate, purity and gas service).  Safety and compliance with regulatory requirements are the highest priority.

Customer support comes in the form of response to inbound phone/video calls, emails, web inquiries along with an occasional in-person meeting.  Support will be provided for all sales channels including Distributors, OEMs, Wholesale, Export, Intercompany and others.  Common support activity includes recommending products, sales quotations, troubleshooting, evaluating component alternatives (deviations), product design changes and special/custom order design.

The role works closely with various Sales groups (Account Managers, Business Development Managers, Technical Sales Support and Customer Service) as well as other departments (Engineering, Manufacturing, Operations Planning, Purchasing and Quality).

Gas Equipment product line covers both Industrial and Specialty Gas segments and includes: pressure regulators, flowmeters, supply switchover manifolds (manual, semiautomatic and fully automatic), cylinder storage equipment (brackets, racks, cabinets), gas distribution equipment (headers, pigtails, station drops, point-of-use panels, etc.), torches, tips and mixers for fabrication (cutting/welding/brazing), gas blenders and other accessories (pressure gauges, shutoff valves, alarms/annunciators, relief valves, flashback arrestors, etc.).

The preferred location for this role is in Gainesville, Georgia, but will consider remote applicants.

Key Deliverables

Technical service calls answered, customer quotes provided, Salesforce cases resolved, product training provided, product changes approved, special/custom quotes issued, new sales orders/growth and on-time deliveries.

Key Accountability Metrics

Technical service calls answered (quantity and quality), customer quotes provided, number and value of new sales orders, sales growth from related activities, compliance with safety and regulatory standards, attendance and punctuality.

Key Responsibilities and Essential Functions

Technical Service and Sales Support Responsibilities – 70%

• Completes and maintains training necessary to provide useful and credible recommendations and quotations regarding Gas Equipment products and applications.
• Performs follow up with customers via phone and email through incoming technical services and sales related calls.
• Determines customer requirements for specific applications to be able to offer a competitive solution considering features, cost and product availability.
• Generates sales quotations (including use of SAP Variant Configurator) and communicates directly with customers.
• Uses technical knowledge of products to answer common technical questions and provide troubleshooting support.
• Works effectively with Harris business systems including SAP (including Variant Configurator and Workflow), Salesforce, 8x8 Phone Queues.
• Collaborates with Customer Service / Technical Sales Support to facilitate order entry and product returns - RMA’s (Return Material Authorization).

Product Expert Responsibilities – 30%

• Performs product-related training for internal (i.e. Sales) and external (i.e. customers) audiences.  Develops training materials as required.
• Evaluates component alternatives (deviations) when supply chain problems exist.
• Evaluates plans for new products, changes to existing products and plans to discontinue and/or replace existing products (using SAP Workflow).
• Designs special/custom products (SPPRD’s) for quotation including development of Bill of Materials (BOM) and marking up existing drawings.
• Facilitates generation of product drawings by collaborating with Graphical Sales Support.

Education and/or Experience

Required

• 7-10+ years experience in a field related to gas pressure and flow control equipment, gas distribution equipment and/or gas torches used in cutting and fabrication
• Associates (2-yr) degree in technical field
• Experience reading electrical or mechanical schematics 
• Working knowledge of ERP as related to inventory, production and customer service
• Working knowledge of Microsoft Outlook, Word, Excel and PowerPoint

Preferred 

• Bachelors (4-yr) degree in technical field.