Quote Support Manager

Benefits

Additional Information

Every day, we get opportunities to make a positive impact - on our colleagues, partners, customers and society. Together, we're pioneering the solutions of the future and unlocking the full potential of precious resources. Trusted to act on initiative, we challenge conventional thinking to develop world-leading technologies that inspire progress in vital areas, including energy, food, water and shipping. As we push forward, the innovative, open spirit that fuels our 140-year-old start-up culture and rapid growth also drives our personal growth. So, as we shape a more resourceful, less wasteful world, we build our careers too. About the job... The Quote Support Manager leads a team of approximately 10-12 Quote Specialists (Tier 1-3) responsible for delivering fast, accurate, and complete aftermarket quotes across parts and service. This role is accountable for team performance, process discipline, and the quote-to-order handoff quality that sets the downstream customer experience in motion. The Quote Support Manager reports directly to the Director of Customer Experience and serves as the primary operational leader for all quoting activity within the US Service Division. This is a hybrid position located in Greenwood, IN, Houston, TX, Richmond, VA or Warrington PA. Responsibilities include: Leads, coaches, and develops a team of approximately 10-12 Quote Specialists across Tier 1, 2, and 3 capability levels, ensuring each team member understands their decision authority and growth path within the tiered model. Conducts regular 1:1s, team huddles, and performance reviews to maintain accountability, recognize contributions, and address performance gaps with clarity and care. Partners with the Training & Knowledge Specialist to identify skill gaps and build targeted development plans for individual contributors across all tiers. Responsible for the recruitment, onboarding, and ramp-up of new Quote specialists, ensuring new hires reach full productivity within the defined transition timeline. Oversees daily quoting operations to ensure team delivers against established service level agreements (SLAs): same-day turnaround for standard parts quotes and under five business days for complex or multi-line quotes. Reviews escalated quote requests requiring non-standard pricing, custom configurations, or exception approvals, making final decisions within delegated authority or routing to the Director of Customer Experience or Sales Leadership as appropriate. Monitors quote accuracy rate (target: 98% error-free) and takes corrective action when pricing, specification, or terms errors are identified, including root cause review and process adjustment. Ensures all quotes produced by the team include complete package documentation - pricing, specifications, terms, lead time, and delivery timeline - to minimize downstream rework by the Order Support team. Maintains a close working relationship with Sales, Channel Partners, and customer contacts to ensure quoting speed and quality support sales velocity and customer satisfaction goals. Coordinates with the Americas Distribution Center (AMDC) and Service Operations to confirm parts availability and lead and service time commitments before issuing quotes to customers. Partners with the Order Support Manager to reduce quote-to-order errors and streamline the handoff process, including shared review of quote completeness metrics and rework rates. Engages the Workflow Optimization Manager to identify systemic quoting bottlenecks, escalation patterns, and process improvement opportunities on a recurring basis. Tracks and reports on key performance indicators (KPIs) including quote turnaround time, accuracy rate, volume capacity, quote-to-order conversion rate, escalation rate, and rework rate, presenting results in weekly operational reviews. Analyzes quoting trends and customer feedback to identify opportunities for process improvement, tool optimization, or tier reallocation within the team. Partners with the Data & Reporting Analyst to ensure quoting data in CRM and ERP systems (OneCRM, OneService, Pulse) is accurate, complete, and accessible for operational decision-making. Maintains working knowledge of all quoting tools and platforms including OneCRM, OneService, Pulse, and internal pricing guidelines to provide effective coaching and quality review. Ensures all team workflows, escalation protocols, and standard operating procedures (SOPs) are documented, current, and consistently followed by team members. Champions adoption of new tools and process changes during the CX Transformation rollout, acting as a change leader and stable point of communication for the team. "We care about diversity, inclusion and equity in our recruitment processes. We also believe behavioural traits can provide important insights into a candidate's fit to a role. To help us achieve this we apply Pymetrics assessments, and upon application you will be invited to play the assessment games."

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