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Swagelok Job Posting Description

Position Summary:
Transformational leader that inspires, develops, and provides direction to a group of high performing degreed customer service representatives. This individual is responsible for supporting Swagelok’s distributor network and their end customer’s needs through order management processes, product knowledge, systems experience, and relationship influence. Effectively develops clear and specific department objectives for targeted opportunities and assures the successful execution of corporate initiatives as defined. Dynamically leads staff to achieve customer solutions through coordination with services, supply chain, engineering, marketing, planning, IS, finance, and operations. Directs resources towards the application of standard and advanced techniques to ensure the customer experience is continuously improved.

Essential Duties & Responsibilities:

•    Leadership / Development of others – Develop the technical capabilities and leadership competencies of the group to effectively lead change initiatives. Recognize individuals for their contribution toward meeting departmental objectives. 
•    Teamwork and Collaboration – Creates and maintains an environment that promotes teamwork, cooperation to shared goals and conflict resolution. 
•    Objectives, development, and compensation- Establish objectives and development goals; evaluate performance and development progress of direct reports and make compensation recommendations. Department 
•    Communication – Ensure the corporate vision, mission, and values are well understood and upheld. Communicate trends in metrics and daily activities to help guide the company’s strategic direction. Project a helpful & confident attitude when dealing with customers, distributors, their associates, and related internal functional groups. Communicate with internal and external customers to ensure timely resolution surrounding issues affecting customer satisfaction. Build relationships with distributors and customers by supporting factory tours, attending lunches, and dinners. Must be available as needed to participate in off-hour distributor discussions/meetings.  
•    Staffing – Manages staffing requirements to meet dynamic priorities and loads through associate development, transfers, and hires. Balances resources both within, and between, departments based on current workload. 
•    Accountability (Quality, Cost, Service) – Ensure team is properly trained on all available tools and systems to make certain their responsibilities are completed with the upmost quality. Accountable for directing resources towards the attainment of prioritized objectives. Review and approve change requests, returns for credit, order cancellations, etc as necessary. Review and approve/deny escalated customer order management requests. 
•    Planning / Prioritization – Drive continuous improvements by planning and implementing changes that meet departmental objectives. Conduct departmental meetings that focus on building and maintaining relationships with customers, distributors, and internal functional areas. 
•    Problem Solving -. Advises others how to solve customer related problems, and can lead larger team efforts which involve multi-departmental or interdisciplinary efforts. Utilizes the philosophy and tools incorporated in the Swagelok Improvement System to ensure that temporary or permanent process or product related changes do not result in customer disappointments. With team, utilizes advanced problem solving tools and techniques (i.e. DOE, DPS, statistical methods, etc.) for root cause analysis. 
•    Standardization / Efficiency – Develops and promotes the utilization of and adherence to corporate practices (ex. Project Management, Product Quality Planning, Time Management, etc.) 

Approximate # of direct reports (if applicable) – 5-15

Education and/or Work Experience Requirements:

Four year degree by accredited university or college is required 
3+ years customer service, supervision and/or project management experience is required. Candidates without demonstrated supervisory experience will not be considered. 
Excellent communication, leadership and negotiation skills are required. 
Demonstrates innovative thinking and sound judgment. 
Broad knowledge of a number of product families and our distributor model is preferred. 

Critical Competencies:

•    Agility  Collaboration Effective Communications  Influence, Decision Quality Developing Talent Enabling Change Vision & Purpose

Working Conditions and/or Physical Requirements:

•    Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards. 
•    Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards.



Swagelok is proud to be an Equal Opportunity and Affirmative Action Employer.  Applicants are selected without regard to race, ethnicity, creed, color, religion, sex (including pregnancy), age, national origin or ancestry, disability, genetic information, veteran/military status, sexual orientation, gender identity, or other protected characteristic under federal, state or local law

Swagelok will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990 and the Americans with Disabilities Act Amendments Act of 2008.


This job summary is intended to be brief and does not list all the duties for this position. Nothing in this job description should be construed as an express or implied contract of employment. Swagelok is an at-will employer, which means that either party is free to terminate the employment relationship at any time, without any advanced notice, for any reason or no reason.

Looking to take the next step in your career with a company that invests in its people? Whether you’re just starting out or experienced, join us today!​

Right Fit.​

75 years of operating with a no-layoff philosophy​

Full benefits, including employee stock ownership program, from day one​

Culture of diversity, equity, and inclusion​

11-time NorthCoast 99 top workplace​

Right Here.​

One of the largest hourly employers in Northeast Ohio​

Locally based, globally strong company​

Clean, safety-first environment​

Right Now.​

We’re a leading manufacturer of tube fittings and valves. Come grow with us.​

Nearest Major Market: Cleveland