Customer Service Center Manager

Gutor is a leading international manufacturer of UPS systems for industrial applications. The company has been in business for over 75 years and has a proven track record of delivering high-quality products and services. Gutor's products are designed to meet the demanding needs of industries such as oil & gas, petrochemical, chemical, nuclear, and transportation. The company also has a global presence with over 600 employees in more than 30 countries and branches in Brazil, China, India, Malaysia, Mexico, Saudi Arabia, the United Arab Emirates, and the U.S.A to name a few.

Gutor is committed to providing its customers with the best possible support. The company has a team of experienced engineers and technicians who are available to help with any problems that may arise.

The GUTOR Americas Customer Service Center Manager will lead the organization in a Customer First approach with a strong focus on customer satisfaction, while achieving company goals and objectives. The Service Center Manager has responsibility for the commercial and operational performance of the Gutor Service Team in North and South America.

The role will be based in Houston, Texas, US and report directly to the US General Manager and Sales Director.

Main responsibilities:

• Customer First: Manage and promote a customer first mentality within the Customer Service Organization.
• Business Strategies: Assess, develop, and execute strategies and initiatives to deliver on customer expectations and company objectives.
• Team Leadership: Monitor and motivate a high-performance team to exceed targets and deliver best in class performance.
• Team Development: Lead ongoing development and training to the Customer Service Team to exceed customer expectations and company goals. Coach and mentor team members to develop skills for future growth and roles.
• Communication and Collaboration: Foster a culture of cross-functional collaboration with local and global teams to support shared objectives.
• Safety & Compliance: Cultivate a Safety- First environment. Conduct field safety audits at customer sites to ensure compliance with company and regulatory safety standards.
• Forecasting and Reporting: Analyze current performance trends and provide reports and forecasts to management Monthly, Quarterly, and Annually.
• Process Improvement: Identify operational and commercial aspects of the business and implement procedures to enhance customer satisfaction and drive company success

Required qualifications:

• Bachelor Degree in Engineering, Business Management or related field
• 10+ years of experience in service- orientated roles
• Minimum of 5 years in a leadership position
• Proficiency in English.
• Excellent communication and negotiation skills

Preferred qualifications

• Spanish language proficiency
• Strong analytical, problem-solving, and influencing skills
• Excellent Computer skills. (CRM, SAP, MS Office)
• In-depth knowledge of customer satisfaction
• Skilled negotiator with proven ability to influence outcomes

Position type

This is a full-time, salaried/exempt position. Days and hours of work are Monday-Friday, 8:00 am - 5:00 pm.

What we offer:

• The base salary rangefor this position is $110,000-$130,000 USD, depending on experience and qualifications.
• Paid holidays
• Paid Time Off: 20 days of vacation
• 401(k) plan: up to 6% company matching contribution
• Cigna Dental and Vision Insurance
• FSA and HSA savings account options
• Basic Life and AD&D Insurance
• Voluntary supplemental life insurance
• Health &; Fitness Reimbursement

Travel Required:

Availability to travel 20% of the time both nationally and internationally.

Physical requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to use hands and fingers to handle, feel, or operate objects, tools or controls, and reach with hands and arms. The employee is frequently required to sit for long periods of time, stand, talk and hear.

Gutor is an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.