Quote Support Manager

Overview 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 Lead, coach, and develop 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. Conduct regular 1:1s, team huddles, and performance reviews to maintain accountability, recognize contributions, and address performance gaps with clarity and care. Partner with the Training & Knowledge Specialist to identify skill gaps and build targeted development plans for individual contributors across all tiers. Recruit, onboard, and ramp up new Quote Specialists to reach full productivity within the defined transition timeline. Oversee daily quoting operations to meet SLAs: same-day turnaround for standard parts quotes and under five business days for complex or multi-line quotes. Review escalated quote requests requiring non-standard pricing, custom configurations, or exception approvals, making final decisions within delegated authority or routing as appropriate. Monitor quote accuracy rate (target: 98% error-free) and take corrective action for pricing, specification, or terms errors, including root cause and process adjustments. Ensure all quotes include complete package documentation — pricing, specifications, terms, lead time, and delivery timeline — to minimize downstream rework by the Order Support team. Maintain close working relationships with Sales, Channel Partners, and customer contacts to support quoting speed, quality, and customer satisfaction goals. Coordinate with the Americas Distribution Center (AMDC) and Service Operations to confirm parts availability and lead/service time commitments before issuing quotes. Partner 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. Engage the Workflow Optimization Manager to identify systemic quoting bottlenecks, escalation patterns, and process improvement opportunities on a recurring basis. Track and report on KPIs including quote turnaround time, accuracy, volume capacity, quote-to-order conversion, escalation, and rework rates, presenting results in weekly operational reviews. Analyze quoting trends and customer feedback to identify opportunities for process improvement, tool optimization, or tier reallocation within the team. Partner with the Data & Reporting Analyst to ensure quoting data in CRM and ERP systems (OneCRM, OneService, Pulse) is accurate, complete, and accessible for decision-making. Maintain knowledge of quoting tools and platforms and internal pricing guidelines to provide effective coaching and quality review. Ensure all team workflows, escalation protocols, and SOPs are documented, current, and followed by team members. Champion adoption of new tools and process changes during CX Transformation rollout, acting as a change leader and communication point for the team. Qualifications Associates or Bachelor's degree in Business Administration, Operations Management, Supply Chain, or related field preferred. Equivalent combination of education and directly relevant experience will be considered. 3+ years of experience in aftermarket sales support, inside sales operations, order management, or a customer-facing quoting role within industrial equipment, manufacturing, or capital goods. 2+ years of demonstrated people leadership experience, including team performance management, coaching, and development. Experience operating within a tiered or structured workflow environment is a plus. Strong understanding of the quote-to-order process and the downstream impact of quoting accuracy on order fulfillment and customer satisfaction. Demonstrated ability to manage team performance through data — comfortable owning KPIs, identifying trends, and driving corrective action. Proficiency with CRM and ERP platforms (experience with SAP, Salesforce, or similar tools preferred). Clear and confident communicator able to translate operational issues into actionable direction for frontline team members and senior stakeholders. Collaborative by default; able to build trust across peer teams in a matrixed organization. Change-ready: comfortable operating in a transforming environment and helping team members navigate ambiguity. Domestic travel estimated at 10–15%, primarily to US service centers and internal team meetings. International travel is rare but possible for global CX alignment meetings. Valid driver’s license required for site visits. Location and Diversity Alfa Laval prioritizes candidates who reside in the US or have an established presence in the area, with flexibility on location as noted above. What’s in it for you? Alfa Laval offers a competitive salary and full benefits package, including medical/dental/vision/life, 401(k) plan, and more. The base salary for this role is typically between $80,000.00 and $115,000.00. Compensation is based on market indicators, job family, background, skills, experience, and location. Equal Opportunity Alfa Laval is an equal opportunity employer. All employment decisions are based on qualifications, merit, or business need without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. EEO/Vet/Disabled Employer. #J-18808-Ljbffr