Since 1913, Marathon Electric has been dedicated to providing customers with quality motors and generators for targeted applications. Marathon Electric became part of WEG Group in 2024. Founded in 1961, WEG is a global electric-electronic equipment company, operating mainly in the capital goods sector with solutions in electric machines, automation and paints for several sectors, including infrastructure, steel, pulp and paper, oil and gas, mining, among many others. WEG stands out in innovation by constantly developing solutions to meet the major trends in energy efficiency, renewable energyand electric mobility. With manufacturing units in 12 countries and present in more than 135 countries, WEG has more than 40,000 employees worldwide.About the role:WEG Electric Corp. has a great opportunity for a position to join our team, The Service Manager is responsible for monitoring and managing the relationship with customers regarding after sales involving Marathon supplied products and services. The activities comprise but are not limited to, the management of warranty and technical support, and parts sales. You will oversee the day-to-day activities of the internal and external teams, promoting the internal and external customer satisfaction. Ensuring that the aftersales support is organized and efficient in order to guarantee prompt and appropriate responses, looking for a cost effective and definite resolution of the issues. This individual serves as a liaison between Marathon factories and internal areas and customer by managing the information flow to outside repair shop network and other service providers, and guaranteeing the necessary involvement of the available resources. You will support the sales teams on situations involving service needs and capabilities.Primary Responsibilities:
- Promotes the alignment of sales and customer demands with the after-sales service expectations, organizing company resources and structures to deliver and appropriate service level to Marathon customers.
- Interacts with customers and other areas within Marathon, acting on a way to fully understand the demands and needs involved, assuring proper resources and areas are committed in a timely and effective manner.
- Establishes short- and medium-term goals and priorities for the Service Department, working closely with Sales and Product Managers to maintain and develop related business processes.
- Develops and manages the appropriate structures in terms of personnel and resources, policies and procedures for the Service Department in order to provide the expected service level.
- Identifies minimum qualification and develop the teams by stablishing comprehensive training and exchange programs, on both technical and relational skills, aiming to provide a high level of support for Marathon internal and external customers.
- Oversees the product warranty processes, including warranty claims processing from customers to the Marathon factories, cost estimates, repair authorizations and reporting, as well as necessary on-site activities in line with Marathon internal policies and local market practices and needs.
- Develops and maintains relationships with repair shops and service providers to guarantee proper coverage for service needs including product modification capabilities.
- Manages the aftersales technical support, including but not limited to technical questions, troubleshooting, and startups and commissioning activities.
- Works with the Marathon plants Quality Managers to plan, organize and direct quality reviews and failure analysis on Marathon products, interfacing with both Marathon and customer Quality areas and using proper tools to identify root cause and corrective actions.
- Manages spare parts technical information and sales, reviewing the needs of local inventory of parts
- Develops and maintains key performance indicators to monitor the Service Department activities and promote the continuous improvement of the service level.
- Interviewing, hiring, and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Education:Associate's degree in Engineering Knowledge / training:
- Commercial and business awareness.
- Demonstrates substantial technical product knowledge, required.
- Demonstrates proficiency with software tools used within the department.
- Demonstrates breadth and depth of knowledge of customer needs, as well as knowledge of internal infrastructure and processes
- Knowledge of generally accepted industry practices.
- Project Management.
- Process Flow Mapping and Implementation.
- People Management.
Experience:
- 7+ years of relevant business experience
About WEG Electric Corp.WEG is the largest industrial electric motor manufacturer in the Americas and one of the largest manufacturers of electric motors in the world producing more than 21 million units annually. Founded in 1961, WEG operates mainly in the sector of capital goods, having five main businesses: Motors, Energy, Automation, Coatings Transmission & Distribution, providing global solutions for electric motors, variable frequency drives, soft starters, controls, panels, transformers, and generators. The US corporate office is located in Duluth, GA with manufacturing units in Minnesota, Indiana and Missouri with over 30 thousand employees worldwide. Visit our website to learn more: www.weg.netWe offer a pleasant work environment, competitive compensation and full benefits package. To Apply: All candidates must submit an updated resume and complete our application in order to be considered for this position. Must be authorized to work in the United States. WEG does not offer visa sponsorship for this role.We are proud to be an Equal Opportunity/Affirmative Action employer. Qualified applicants will receive consideration for employment without regard to race, sex, disability, veteran, or other protected status.