Job Description

The Manager of Customer Solutions (MCS) is responsible for execution of customer solution proposals. The primary role of the position is to oversee and support all aspects of Customer Solutions engineering department, including focusing on strengthening customer relations through utilization of new approaches, innovation.

PRIMARY OBJECTIVE

• The MCS is a working manager responsible for customer solutions proposals for engineered and emerging technology proposals. The MCS is responsible to work with multiple AHS departments with a focus on solutions, customer proposals and budgets.
• The MCS is responsible for internal auditing and monitoring of proposal budgets.
• The MCS is responsible for Operational Excellence to include developing, documenting, improving, and reinforcing internal business policies and processes supporting the solutions team.
• The MCS will work with the solutions team to support and promote AHS’s corporate Strategy.

PRIMARY DUTIES AND RESPONSIBILITIES The principle responsibilities of this position shall consist of, but are not limited to, the following:

• Reinforces the vision, mission, and core values supporting AHS’s strategy
• Present a professional image to customers and vendors
• Stay current on any training as required (i.e. AutoCAD, OEM Training, safety, etc.)
• Maintain working relationships and supports partner relationship programs for all OEMs & Subcontractors
• Maintain a relationship and support the Customer Facings team as a point of contact for client communications
• Adherence to AHS reporting systems with up to date information (Salesforce, Sage, etc)
• Demonstrate high level of professional skills and abilities
• Exceed expectations consistently regarding timeliness, thoroughness, quality, and accuracy of solutions and corresponding budgets
• Assist with development and maintenance of departmental policies, procedures and recordkeeping• Assist in the development and planning of objectives for the departments this position oversees in an effective and innovative fashion
• Working with the Director of Customer Solutions, develop a go to market strategy for creating a greater AHS branded Solution
• Oversee and coordinate daily operations of the Solutions Engineering, to include Industrial Engineering
• Align with departmental staffing needs (e.g. interviewing, hiring, new hire and ongoing training, annual evaluations, etc.)
• Attends trade shows or association events, seminars, and meetings either to enhance his/her professional knowledge
• Oversees (or assists) all engineering (proposal) activities in accordance with policies, principles, and procedures
• Confers with AHS’s customers to monitor and evaluate the effectiveness of AHS’s engineering team
• Accountable to meet or exceed labor utilization targets in support of AHS’s corporate goals and objectives
• Highly engaged with all AHS team members
• Performs any other duties as may be assigned

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED Must have exceptional knowledge of the material handling industry and a track record of managing a team of professionals.

• Seven to ten years leading in a Distribution environment in an Industrial Engineering or/and Senior Operations role preferred
• Industry knowledge related to supply chain, logistics, material handling systems, and software such as WMS, WCS, ERP, etc. required
• Must possess excellent verbal and written communication skills and strong negotiating skills
• Must be able to understand and interpret financial statistics such as Return on Investment (ROI), Cost of Goods (COGs), other common financial terminology found within a distribution environment
• Must be able to put others at ease and inspire trust and confidence
• Expected to have strong communication skills and to build strong relationships with AHS’s customers and all AHS team members
• Customer Empathy is required
• Experience in planning, managing, and executing basic, medium, and complex material handling projects is preferred
• Strong planning, priority setting, and project management skills with experience managing multiple projects concurrently and proven track record of developing proposals for large scale projects to completion
• Ability to communicate with internal team members and drive changes or decisions necessary for project execution
• Ability to develop, document, improve and reinforce internal business policies and processes
• Support the Customer Facings team in the presentation of results and recommendations; particularly the ability to craft a coherent vision from complex output and data (i.e. analysis process, proposed concept, layout, budget and project justification)
• Manages project lifecycles and deliverables; including project scope, resources, schedule, initiation, start-up/design, building, and deployment to see projects from beginning-to-end when applicable
• Collaborate with internal and external stakeholders to understand the client’s business situation and develop data driven insights that can be understood and implemented for proposals and customer solutions
• Assist Customer Facings with SOW creation, definition, and execution as necessary
• May serve as primary contact on all phases of the project from problem definition through presentation, appropriately managing internal and external stakeholder’s expectations throughout the project
• Perform or facilitate traditional Customer Solutions functions associated with Project Proposals:
  • Identify data requirements and communicate with the customer to obtain the desired data
  • Perform an in-depth data analysis of the information provided
  • Establish the design criteria and validate with the customer
  • Develop storage and processing concepts based on the design parameters and data analysis.
  • Determine labor requirements, cost savings opportunities, and expected system flow rates.
  • Develop a return on investment (ROI) analysis and justification for design
  • Develop system layout concepts to include software, ET, Etc
  • Develop Budget Pricing or response the Customer RFP/RFQ
• Travel is expected and may be up to 50% at times

STANDARDS OF PERFORMANCE

The MCS shall be deemed to be performing in an acceptable manner when the following have been accomplished:

• The Customer Solutions Team has fulfilled its department goals.
• Successful AHS Proposals becoming AHS Contracts
• The Customer Solutions Team is driving Employee Engagement, Partner Relationships, Innovation, Customer Satisfaction and Profitability
• Conducts himself/herself in a professional and cooperative manner throughout the year.
• All reporting employees have had a current evaluation and received a classification of satisfactory or action has been taken to remedy this situation

***Job requirements listed indicate the minimum level of knowledge, skills, and/or ability necessary to perform the job proficiently. This job description is not an exhaustive statement of duties, responsibilities, or requirements. Employees may be required to perform other job-related duties as requested by their supervisor, subject to reasonable accommodations. ***

Company Description

For more than 40 years, AHS has been combining the power of creative design with a strategic selection of equipment manufacturers to create best-in-class fulfillment and distribution solutions for a wide variety of industries and clients. As a client of AHS, you get the personal time and attention of an expert, niche partner who will work with you one-on-one to develop the best solutions for you. AHS is a wholly owned affiliate of Gregory Poole Equipment Company, so you also get the financial stability and backing of a large, $600M company - clearly the best of both worlds. Through our unique DesignBuild process, AHS partners with our clients throughout their entire project lifecycle. As an extension of your team, AHS delivers assurance that not only do we understand your needs, but we have responsibility for the design, project financials, implementation, system commissioning, training, and monitoring the expected return on investment.