Global Coatings Innovation Customer Service Manager in Omaha, NE at Valmont Careers

Date Posted: 4/14/2018

Job Snapshot

Job Description

One Valmont Plaza Omaha Nebraska 68154-5215

Why Valmont

Welcome to Valmont, where a world of opportunity awaits. When you join our team, you become part of a passionate group dedicated to changing lives and conserving resources around the globe. We want problem solvers who roll up their sleeves to foster progress and innovation for all people. At Valmont, we provide infrastructure, irrigation, tubing and coatings to the world. We strengthen cities. We nourish croplands. We design, manufacture and coat. Our products and services make a difference. Join us, and BUILD YOUR WORLD.

A Brief Summary of This Position:

The Global Coatings Innovation Customer Service Manager reports to the Director of Demand Creation & Innovation within the Coatings Division of Valmont Industries Inc.  As a crucial member of the Innovation Team, this employee is responsible for implementing, supporting and maintaining effective business systems throughout the division. These responsibilities include designing, planning, organizing, acquiring, installing and supporting all Coatings specific business system hardware and software within the division. These systems makeup the Valmont Coatings Operating System (VCOS) and include Visual Shop, the Valmont Coatings Connector (VCC), GalvTrac, divisional camera systems and BI reporting.  The Innovation Customer Service Manager is the primary contact for the VCOS system divisionwide, answering customer inquiries and performing or recommending remedial actions to solve problems with best-in-class solutions.  This role is also responsible for growth and sustainment of the VCOS to include assisting in end-user training; ensuring customers both internal and external fully understand and leverage Coatings systems to their fullest potential.  This role will also coordinate with other divisional and shared services members and departments companywide to support Coatings initiatives, resolve problems, and ensure compliance of all divisional and company policies and procedures.  The Innovation Customer Service Manager will assist senior management in realizing the maximum benefit from their investment in Coatings systems and planning strategies for continual improvement and developing innovative systems to meet both current and future business needs.

Essential Functions:

  • This position’s principal responsibilities are to provide superior customer service and support across Global Coatings. 

  • The incumbent analyzes user processes and requirements, researches and evaluates technology options, and recommends and implements the appropriate solutions, while ensuring scalability and appropriate integration with other Coatings systems.

  • The incumbent benchmarks, tests, reviews and documents system performance to ensure current business needs and potential future demands are matched with the best innovative solution available.

  • The incumbent possess the ability to research, analyze and formulate best-case solutions and resolutions to complex issues regarding hardware and software in support of customers and global locations. 

  • This role manages, maintains all business specific hardware to include servers, client computers, tablets, mobile devices, cameras, scale interfaces, barcode scanners, signature pads, move tag printers, RFID devices in support of the VCOS.

  • This role manages, maintains and supports all divisional software to include server and client installs and updates, Email and SMS Text software, scale software, barcode software and print drivers in support of the VCOS.

  • The Innovation Customer Service Manager is responsible for effective and efficient problem resolution of various divisional systems and platforms companywide.  To include the ability to remotely troubleshoot problems via phone, email, onsite and\or via remote management tools and utilities.

  • This position monitors the division’s systems ensuring secure, reliable and highly available solutions, while maintaining compliance of company policies and procedures.

  • The incumbent will also be responsible for ensuring proper change control procedures are followed and adhered to, per company requirements for all divisional hardware and software systems.

  • This role will implement, monitor and maintain backup and disaster recovery processes and procedures ensuring protection and recoverability of all divisional business system information.

  • In addition, the incumbent must be able to maintain a high degree of self-directed activity as needed, as well as collaborate with other personnel when applicable. 

  • The incumbent is responsible for continuous improvement of business systems and is constantly looking for quality solutions to achieve divisional and company goals.

  • This position will also be called upon to manage special projects.  As a result, the incumbent must demonstrate good project management skills including: analyzing requirements, planning, organizing, execution of plan, tracking progress, and communicating status to the appropriate audience.
  • Ability to Travel up to 25% of the time, and ability to drive a vehicle

Other Important Details about the Role:

Global responsibilities include:

  • Assess and report the results of assigned financial and process internal control audit projects for adequacy, accuracy, efficiency, and effectiveness.
  • Analyze, investigate, document and report on financial reporting and other process control weaknesses, including root cause determination (who, what, when, where, why, and how), impact on the Company’s control environment, and consulting with management to develop logical corrective action plans.
  • Perform assigned Company, Subsidiary and Joint Venture internal audits and control projects worldwide, and as directed, provide assistance to the Company for acquisitions, divestitures, and other projects.
  • Complete year-end audit procedures and support interim and year-end financial and internal control audits by the Company’s external auditor; participate in special requests from Company management and the external auditors with approval from IA Director.
  • Apply GAAP, GAAS, Company policies, procedures, and rules, regulations and laws, best practices, and principles of ethical behavior to all work performed.

Required Qualifications of Every Candidate (Education, Experience, Knowledge, Skills and Abilities):

  • Bachelor’s degree in Business, Management or Technology field.
  • Minimum of six (6) years of relevant experience  
  • Unsurpassed Customer Service Skills with a constant focus on the customer.
  • Experienced Change-Agent with an entrepreneurial vision for the future.
  • Strong skills in analysis, strategy, and planning.
  • Proven track record to reduce costs, improve efficiencies and increasing availability.
  • Extensive experience and knowledge of supporting various complex hardware and software systems.
  • Strong experience with Microsoft Technologies to include Server, BackOffice and Client systems.
  • Demonstrated ability to use independent judgment and discretion.
  • Demonstrated ability to work in a fast-paced environment subject to specific deadlines.
  • Ability to travel up to 25% depending on project needs.  
  • Excellent oral and written communication skills to clearly and concisely present information to management, vendors, and internal customers. 
  • Analytical with problem solving and conflict resolution skills to help identify and resolve issues.
  • Strong work ethic with the ability to work under pressure, set priorities, plan and organize workloads.
  • Able to be highly technical, yet communicate and bridge all technical levels in the organization.
  • A person of passion and integrity who drives to achieve exceptional results.
  • The ability to work as an effective team member while establishing and maintaining business relationships with internal staff and external service providers. 
  • Enthusiasm to provide high quality customer service and follow standardized processes to ensure quality outcomes. 

Highly Qualified Candidates Will Also Posses These Qualifications

  • Master’s Degree preferred
  • Demonstrated experience with implementing global business systems preferred
  • Microsoft SQL Database administration and support experience preferred

Working Environment and Physical Efforts:

Work is typically performed in an office setting.  The incumbent is regularly required to sit for extended periods of time, as well as talk and listen on the phone and in personal conversations or meetings.    Environment is fast paced and demanding most of the time.  No travel requirements for this position.  The employee frequently is required to use hands to finger, handle, or feel and reach with hands and arms while working in the office with various files and forms and while working on the computer.  The employee is occasionally required to move about the office.  Incumbent must utilize proper ergonomic safeguards such as monitor height and positions, keyboard location and height and proper wrists rests. The employee must occasionally lift and/or move up to 15 pounds in working with large files, binders, and computer equipment.  Specific vision abilities required by this job include close vision, distance vision, peripheral vision, and depth perception.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability or protected veteran status. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Valmont does not discriminate against any employee or applicant in employment opportunities or practices on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, veteran status, disability or any other characteristic protected by law.

If you have a disability and require any assistance in filling out the application for employment, call (402) 963-1115 or email