Director of Sales Operations

• Oversee the customer experience strategy to develop and maintain a best-in-class customer experience.
• Work collaboratively and cross-functionally to identify customer service operational and technological opportunities.
• Monitor and analysis competition, economic indicators, and industry trends.
• Drive organizational alignment with cross-functional process improvements.
• Direct and manage all customer experience, quoting, and project management activities to meet customer requirements.
• Collaborate with sales and operations teams on capacity planning.
• Develop, implement, maintain and track quoting metrics to measure department efficiencies.
• Review and approve customer quotes, credits, discounts, shipments, etc. as needed.
• Resolve escalated customer concerns regarding quotes and service.
• Maintain strong business relationships with key decision makers and influencers with customers; use networking skills to grow contact portfolio for the company.
• Arrange client visits on or off site as needed to present company services and capabilities and secure business opportunities as needed.
• Manage personnel within department(s), evaluate performance and provide corrective action as necessary.
• Develop and maintain training programs to continually develop the skills and technical knowledge of the team.
• Develop and maintain department Standard Operating Procedures (SOP's) and best practices.
• Maintain budget and manage expenditures.
• Maintain professional and technical knowledge by attending trade shows, workshops, and other educational trainings.
• Other duties as assigned.

• Advanced knowledge of customer service and project management.
• Advanced business acumen and strategic leadership.
• Proficient knowledge of processes and technologies used in prototyping and manufacturing.
• Advanced relationship management skills.
• Advanced negotiation and presentation skills.
• Basic knowledge of QMS standards.
• Proficient computer literacy, including Microsoft Office and CRM software.

• Demonstrate leadership by approaching work positively, influencing and motivating employees and colleagues, and accepting accountability.
• Demonstrate effective written and verbal communication skills to tactfully collaborate with and influence stakeholders at all levels.
• Exercise an analytical mindset with the ability to leverage data to drive informed decisions.
• Organize, prioritize, and manage multiple projects in a cross-functional environment.
• Exercise sound judgment to identify problems and facilitate a process to solve problems consistent with company standards, practices, policies, or government law.
• Demonstrate flexibility and resilience in response to constraints, failures, and adversity.
• Show willingness to be a change agent and lead continual change initiative, within a fast pace environment
• Display and foster integrity and honesty through the promotion of mutual trust and respect.

• Degree in business, sales or other related field required.
• 5+ years' experience within manufacturing industry required.
• 5+ years' experience in managing customer service, estimating and project management teams required.
• 5+ years' experience working in ERP, quote and CRM (salesforce.com preferred) platforms required.
• 2+ years' experience managing remote work force required.

• Noise conditions in production areas can be moderate to extreme, PPE required and provided.
• Production areas may contain fumes or airborne particles, PPE provided upon request.

• 1st shift work schedule, Monday - Friday
• Remote work available
• Local and overnight travel up to 30%

• Health, dental, vision, life and short-term disability insurance
• Company paid life and long-term disability insurance
• 9 paid Holidays annually
• Employee Assistance Program (EAP)
• 401(k) match: 100% of 3% and 50% for 4% and 5%
• Education reimbursement program
• Career advancement opportunities
• Flexible Schedule
• Competitive pay scale
• Paid time off (PTO) starting at 80 hours with annual increase for each year of service

We are an Equal Opportunity Employer, making decisions without regard to race, color, religion, sex, national origin, sexual orientation, gender, gender identity, veteran status, disability, or any other protected class.

EEO is The Law - click here for more information: https://www.eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf

We endeavor to make this site accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact 603-746-2001 or email us: HR@PROTOTEK.COM. You may also write to us and we will be happy to assist you with the application: Prototek, 205 Pine St., Hopkinton, NH 03229