Technical Quotations & Customer Service Manager

Technical Quotations & Customer Service Manager

Sugar Land, Houston, USA (Hybrid: 3 days onsite)

Circa $150,000 + bonus + excellent benefits

Lead Critical Operations. Shape Customer Experience. Drive Impact.

At Servomex, we're powering a cleaner, healthier, and more productive world through advanced gas analysis solutions. We're looking for a Technical Quotations & Customer Service Manager to take full ownership of our customer-facing operations, ensuring every interaction from first lead to final invoice is seamless, compliant, and high quality.

This is a high-impact leadership role where you will oversee the full order-to-cash lifecycle, strengthen commercial governance, and lead a capable team delivering exceptional service to global customers.

What You'll Do

• Own the End-to-End Customer Journey
• Lead and optimise critical processes across lead validation, customer setup, quotations, order processing, invoicing, and RMAs—ensuring accuracy, efficiency, and compliance at every step.
• Enable Sales Success
• Ensure all leads are contacted within 24 hours and fully qualified
• Prepare opportunities in Salesforce with complete commercial and technical insights
• Coordinate and schedule consultations seamlessly with Sales teams
• Drive Data Integrity & Compliance
• Oversee customer master data in SAP, ensuring accuracy and alignment with Export Control and Finance
• Manage vendor qualification processes and customer portal requirements
• Strengthen Commercial Governance
• Oversee high-quality, technically accurate quotations across all product lines
• Ensure adherence to pricing, legal, export, and financial policies
• Act as escalation point for complex or high-risk enquiries
• Deliver Operational Excellence
• Lead order processing with a focus on "clean orders" and right-first-time delivery
• Partner closely with customers, Sales, and factories to ensure smooth fulfilment
• Ensure timely, accurate invoicing to support cash flow
• Support After-Sales Experience
• Oversee RMA processes and customer returns
• Ensure customers are fully supported throughout service interactions
• Lead & Develop a High-Performing Team
• Coach and grow a team with strong technical and commercial capability
• Drive performance against SLAs and KPIs
• Champion continuous improvement and step into workflows where needed

What You'll Bring

Essential Experience

• Experience leading a technical quotations, pre-sales, customer service, or order-to-cash function within an industrial or engineered solutions environment.
• Strong technical literacy with the ability to assess risk, challenge assumptions, and manage complex enquiries.
• Demonstrated ownership of commercial governance, including pricing discipline and policy adherence.
• Proven people management capability, with experience developing team technical and commercial competence.
• Experience supporting field sales, service management, channel partners, and customers across the quotation creation and order processing workstreams.
• Strong process discipline, attention to detail, and confidence using CRM and ERP systems (Salesforce and SAP preferred).
• Ability to balance high standards of customer service with commercial discipline and operational control.

Desirable

• Experience in analytical instrumentation, capital equipment, or complex manufacturing environments.
• Working knowledge of SAP and Salesforce.com in a commercial or order-to-cash context.
• Exposure to RMA processes or service-related post sales coordination.
• Experience in continuous improvement or process optimisation initiatives.
• Exposure to vendor registration or master data governance.

Education

• Degree in Engineering, Chemistry, Instrumentation (preferred)

What We Offer

• Health, Dental, Vision, Life & Long-term Disability Insurance (from month 1)
• 3 weeks PTO + 11 holidays + 2 floating holidays
• 2 paid volunteering days
• 401(k) with company match
• Discretionary bonus
• Annual performance review
• Structured career development and talent management
• Employee wellbeing program
• Professional subscriptions support
• Referral scheme, long service awards & global recognition
• Regular company events

Our Interview & Selection Process

• Friendly initial chat with our Talent team
• Teams video interview with the hiring team
• On-site interview, including meeting the team and a tour of our facility

Why Join Servomex?

At Servomex, we're committed to innovation, collaboration, and inclusion. You'll join a global organisation where your leadership directly impacts customer success and business performance.

We foster a workplace where people feel valued, supported, and empowered to thrive.

We are proud to be an inclusive employer and welcome applications from all backgrounds. We are happy to provide reasonable adjustments throughout the recruitment process and in the workplace.

Ready to Lead?

If you're passionate about operational excellence, customer experience, and building high-performing teams we'd love to hear from you.