OEM Service Manager

We are Toshiba. We have an unwavering drive to make and do things that lead to a better world.

At Toshiba, we commit to raising quality of life for people around the world, ensuring progress that is in harmony with our planet.

Our core values include : Do the Right Thing, Look for a better way, Always consider the impact and Create Together.

Toshiba America Energy Systems Corporation (TAES) provides energy industry solutions - new equipment, retrofits, maintenance, outage planning and more - for current and future power generation needs in the Americas, including thermal, hydro and nuclear power plants.

Position Summary

We are seeking an OEM Service Manager to work out of our West Allis, WI office. This role provides guidance, leadership, product direction, and vision for the OEM services as directed by the Director, OEM Services.

The OEM Service Manager will Identify, forecast, and develop new and existing service opportunities from customer inquiry to the time of order.

Monitor execution of projects to identify areas for improvements as well as cultivate future service opportunities. Develop effective strategies that increase OEM value and customer loyalty.

Support pricing decisions that achieve the established OEM business goals while maintaining competitiveness. Work with Technical Service Engineers (TSE), Account Managers, Field Services (FS), Project Management (PM) and OEM Parts to influence customer requirements and ensure customer satisfaction.

The OEM Service Manager will have responsibility for managing opportunities for a specific portfolio of OEM customers and communicating a winning strategy to the other departments of the OEM Thermal BU.

The duties will include creating and maintaining the product line tracking sheet, sales and promotional materials, product and service strategies and roadmaps, conducting competitive assessment, and identifying product and customer requirements.

The OEM Service Manager forecasts, develops, and monitors service plans, programs, and tactics to support the commercial teams of the Thermal BU achieve the OEM Services Business Plan Objectives, sales and / or profit goals set forth by the Vice President of the Thermal BU.

The development of strong links and relationships globally will be essential in effectively and efficiently performing this role.

The role will also require up to date knowledge of current and future service offerings.

Essential Duties

Opportunity Forecasting

• Utilize multiple information channels to identify and validate significant service or capital project opportunities within the assigned fleet of OEM customers.
• Participate in the review and annual update to the 5-year business Mid-Range Plan.
• Regularly meet with Account Managers and Director of OEM services to make updates to opportunities and outage data in CRM.
• Using CRM, track opportunities through the various stages of customer inquiry to order.

Opportunity Development

• Develop and Lead a winning strategy for the OEM customers leveraging multiple business groups to achieve customer satisfaction and increasing service opportunity wins.
• Provide and maintain competitive benchmarking of products, pricing and marketing strategies.
• Assist both OEM Parts & Services teams in the prioritization of quotes (when needed).
• Deliver presentations to customers that highlight value of products and services we offer.
• Take a lead management role in developing unique or new services with existing customers such as Turbine Upgrades, Maintenance Programs, and other significant projects.

Sales and Business Development Support

• Development of sales promotional materials and other marketing tools as needed for communicating technically complex service offerings or product value statements.
• Support and participate in the Toshiba Users Group Annual meeting, monthly steering committee calls.
• Participate in the bi-annual EPRI meetings representing TAES and preparing and presenting presentations.
• Collect customer feedback and communicate within the organization to positively influence our service offerings.

Education and Required Experience

• A Bachelor's degree required, preferable in Engineering or Technical Discipline
• Minimum of 8 years of experience in the power generation industry
• Direct experience utilizing a Customer Relationship Management tool is preferred
• Previous experience working within a customer's organization or closely with Customers is a significant benefit
• Strong technical product knowledge
• Demonstrated ability to manage by influence to achieve our customer's needs.

Travel

• Up to 30%
• Travel to customer sites for sales and business development support
• Ability to obtain a passport and travel internationally to Canada, Japan, Mexico, or other locations.

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.)

The employee must be able to lift up to 10 pounds and occasionally lift and / or move up to 25 pounds. Specific vision abilities required by this job include Close vision, Distance vision and Ability to adjust focus.

While performing the duties of this Job, the employee is regularly required to sit and talk and hear. The employee is frequently required to walk.

The employee is occasionally required to stand; use hands to finger, handle, or feel and reach with hands and arms.

Work Environment

The majority of this work takes place in an office and the work environment is that of a typical office environment in a manufacturing setting where noise levels are usually moderate.

Frequently the employee will interact with personnel in the plant where he / she may be exposed to higher noise levels.

Additional Info

Toshiba employee enjoy a comprehensive compensation and benefit package including an annual bonus, a generous 401k match, health and wellness programs as well as generous time off.

Toshiba is an Equal Opportunity Employer.