Manager, Customer Service

Nikkiso Clean Energy & Industrial Gases is a leading provider of cryogenic pumps, heat exchangers, process systems, turboexpanders, services, and solutions for the liquefied natural gas (LNG), liquefied hydrogen (LH2), and industrial gases industries. Applications include fueling stations, marine engines, peak shaving, power generation, virtual pipelines, carbon capture, geothermal power and well stimulation. We are a subsidiary of Nikkiso Company Ltd, a leading industrial manufacturer headquartered in Tokyo, Japan, with $1.5 B USD in annual revenue, 8000 + employees worldwide, and publicly traded on the Tokyo Stock Exchange.

Nikkiso ACD is an engineering and manufacturing company specializing in machinery designed to operate at cryogenic temperatures as low as – 420 degrees Fahrenheit, the boiling point of Liquid hydrogen. For over 50 years, Nikkiso ACD has specialized in centrifugal and reciprocating pumps as well as turbines for air separation. Nikkiso ACD has the most diversified product line in the industry covering nearly every application requiring pumps or turboexpanders.

This position is based at Nikkiso ACD located in Santa Ana, CA.

• Provides leadership to the customer service department.
• Determines customer service requirements by maintaining contact with customers, visiting operational environments, and benchmarking best practices.
• Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; resolving problems; identifying customer service trends; determining system improvements; implementing change.
• Sets reasonable customer satisfaction goals and works with the team to meet them on a consistent basis.
• Investigates customer’s concerns and finds solutions.
• Improves customer service quality results by evaluating and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing change.
• Participate with Product Manager in development of product roadmap, business case, and management product requirements.
• Specify market requirements for current and future products by conducting market intelligence and research.
• Define product specifications by analyzing costs trends and end users buying preferences.
• Develop the Go To Market plans for new products.
• Train the sales team on new products and develop the sales tools that support the selling process of the product.
• Develop market intelligence by understanding buyer behaviors, how they buy and their buying criteria.
• Be the expert on competition (products, pricing, positioning).
• Regularly perform pricing and competitive analysis and recommend strategies to improve market position, improve quality or reduce costs.
• Manage and communicate sales information and product changes both internally and externally.
• Travel and tradeshows
• Willing to travel; domestic and international

• Bachelor’s degree in business or equivalent combination of education and experience.
• Five or more years of customer service experience in an industrial equipment manufacturing environment.
• Knowledge in product management and customer service communications.
• Strong negotiation and influence skills.
• Excellent verbal and written communication skills.
• Highly knowledgeable in brand/product management and marketing communication.
• Proven writing skills, including business plans, product positioning, etc.
• Strong leader and team player.
• Communicate effectively at all levels.
• Understanding of product development processes.
• Proficient with Microsoft Office Suite.
• Ability to translate your skills to other employees through training and mentoring.
• Experience in CRM software and other relevant tools for managing customer relationships and tracking service performance.
• Experience with rotating equipment and its applications, including pumps, turbines, compressors, and related components a plus.