OPERATIONS MANAGER (IN125_02)

Main missions

• This role is responsible for managing and growing the service business, overseeing after-sales support, repairs, and spare parts operations, and ensuring exceptional customer service.

  The ideal candidate is a true jack of all trades—technically skilled, highly organized, customer-focused, and equipped with the leadership abilities to manage a 15–20 person team. You will collaborate across departments including engineering, sales, purchasing, and quality to drive efficiency, satisfaction, and growth.

  This position reports to the current General Manager, and will work closely with the Operations Manager, Area 1. The manager maintains a strong working knowledge of all industry standards and practices as well as the company's products and services. They must have a customer-focused, proactive mindset with a strong desire toward meeting or exceeding commitments and deadlines. A technical aptitude and an eagerness to acquire deep knowledge of our products and how they are used is essential. Listening, comprehension, and a sincere desire to provide effective solutions for customers are key to success in this role.

  
   

Main duties

Key Responsibilities
•    Oversee daily operations of the service center, making timely decisions, adjusting plans as needed, and managing shifting priorities, employee assignments, and unexpected challenges throughout the day.
•    Serve as the primary liaison for customers, higher-level management, sales representatives, and other departments.
•    Resolve employee-related issues such as altercations and shop concerns professionally and promptly.
•    Prepare detailed sales quotations with design recommendations and cost estimates.
•    Oversee order execution from entry to shipment, ensuring quality and timely delivery.
•    Troubleshoot technical issues and resolve customer complaints quickly and professionally.
•    Ensure adherence to industry standards, project timelines, and customer specifications.
•    Develop training and development plans for team members.
•    Support sales representatives with technical expertise and customer coordination.
•    Monitor and improve team productivity, efficiency, and service quality.
Qualifications
Education & Experience:
•    Many years of hands-on technical education and/or experience in equipment repair, field service, and operations management.
•    A bachelor’s degree in Mechanical Engineering or related field is a plus but not required.
Experience:
•    Minimum 3 years in equipment repair/service operations in a chemical plant or equipment manufacturing environment.
•    Experience in technical sales and project management of chemical processing equipment.
Required Skills & Abilities
•    Strong understanding of ASME codes and cost estimating.
•    Ability to read technical drawings/manuals and resolve complex technical issues.
•    Excellent communication, multitasking, and leadership skills.
•    Proficiency in Microsoft Office, ERP systems, CRM, Microsoft Project, and web-based software.
•    Strong verbal and written communication skills with customers, internal teams, upper management, and sales representatives.

Preferred Qualifications
•    Strong chemical industry knowledge.
•    High technical aptitude and a proactive, customer-first mindset.
•    Creative problem-solving skills with a “get it done” attitude.
Working Conditions
Work environment will vary between office and shop settings depending on workload and scheduling needs.
Regular travel to customer sites and Mersen locations (Salem, VA & Louisville, KY) required.
Flexible hours are required, including evenings, weekends, and holidays based on customer needs and in collaboration with other managers.

Job specificities