SKF has a pan India footprint consisting of 6 manufacturing facilities, 12 offices, a supplier network of over 450 plus distributors and an employee base of more than 1700 dedicated professionals. In India, SKF has consolidated its operations in two different companies – SKF India Limited, and Lincoln Helios India Ltd.

Customer Engagement Representative

SKF is an industry-leading manufacturer dedicated to a culture of belonging, where our people flourish in an equitable environment that promotes leadership development and career growth. SKF bearings played an integral role in helping Mars Rover collect rock and regolith samples on the planet’s surface.

As an SKF team member, you will join 40,000 colleagues from more than 130 countries developing bearing technology and services that make rotation more reliable and sustainable. Sustainability is at the heart of everything we do. SKF aims to have net zero greenhouse gas emissions at all our production facilities by 2030.

SKF products keep vehicles rolling, power the machines that put food on your table, and even reach into the cosmos as part of the Mars rover mission. Founded in Sweden in 1907, today SKF is publicly traded on the Nasdaq Stockholm with annual sales in 2020 of approximately $10 billion.

Job Summary:

We are seeking a highly motivated and experienced individual to join our Growth OEM Customer Service team.  This position is the front-line, key contact for our customers and internal sales teams and is responsible for building customer relationships, reviewing customer requirements to ensure compliance with SKF policies and servicing the customer and sales teams with speed, efficiency and professionalism.  The ideal candidate possesses experience in customer-facing roles, making data-driven decisions, leadership experience, a customer-centric and full value chain mindset, and a proven ability to handle complex customer situations with professionalism.

Job Roles and Responsibilities:

• Execute SKF Americas strategic vision: One (Americas), Two (Defend), Three (Grow) and Four (Fund)
• Handle customer inquiries and complaints, ensuring swift and effective resolutions
• Build and maintain professional relationships
• Perform root cause analysis utilizing data to identify issues and implement solutions
• Collaborate with cross-functional teams to identify and implement solutions to customer challenges and opportunities
• Provide insights and recommendations to streamline processes and enhance customer experiences
• Customer Service duties including (but not limited to) orderbook management, preparing quotations, answering basic product questions and offering alternatives, entering and tracking orders, and working with factories and planners to expedite deliveries

Job Experience and Qualifications:

• Minimum of 5 years of customer service experience, demonstrating strong leadership skills, a customer-centric and full value chain mindset, and a proven ability to handle complex customer situations with professionalism
• Proficient in Microsoft Excel and Microsoft Suite, with advanced data analysis capabilities
• Exceptional written and verbal communication skills
• Proven leadership skills, with the ability to empower and inspire teams to achieve excellence
• Outstanding organizational, time management, and planning skills
• Proactive decision-maker with a keen business sense and the ability to drive purposeful action
• Entrepreneurial spirit, self-motivated, and dedicated to achieving success
• Proven understanding of customer service metrics and KPIs
• Current working arrangement is hybrid, with Tuesday, Wednesday and Thursday in office; M – F, 10:30 AM – 7:00 PM EST

What You’ll Love About SKF:

Rest and Relaxation. Enjoy a generous PTO policy and 13 paid holidays.

Work/Life Integration. SKF supports work/life integration, home, family, community, personal well-being and health. Flexible work options available, depending on role.

Diversity in the Workplace. ?At SKF, we strive to embed Diversity, Equity and Inclusion in everything we do. By developing a culture of belonging, our people can flourish; leading to an inclusive, equitable environment that promotes leadership, engagement and innovation.

Best in Class Benefits. SKF cares about the wellbeing of our employees. Comprehensive healthcare options to fit your needs and opt out payment.  Added benefits include company paid life insurance, STD, LTD. Supplemental benefits include critical illness coverage, tuition reimbursement, employee discount programs, and much more!

Invest in your Future. Participate in our 401K program that boasts a 10% employer contribution:  100% match up to 5% of your elected contribution (100% Vested) plus an additional 5% company contribution.

Reports to:  Customer Engagement Manager
Location:  Blue Bell, PA
Job ID:  21083

SKF provides equal employment [and affirmative action] opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.

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Application Engineer Automotive Powertrain and Wheel End

The SKF Automotive Market has responsibility for business development, product and process development, manufacturing and sales on wheel end, powertrain, suspension and steering applications, providing original equipment parts for the passenger and commercial vehicle industry.

Your focus will be on Powertrain/Wheel-end Applications, including both conventional, hybrids and Electric Vehicles.

Responsibilities:

• Technical Liaison: Be the primary technical liaison with the customer, managing and growing relationships with their engineering team. Provide technical support as needed.
• Technical Sales: Identify and pursue new business opportunities by providing technical support and problem-solving expertise.
• Bearing selection and calculations: Perform bearing selections and calculations using internal and commercial tools.
• Effective Communication: Convey technical solutions clearly through phone calls, emails, and technical presentations.
• Collaboration: Work closely with sales, design, quality, project management, manufacturing, sample shop, and business development teams.
• Project Leadership: Lead design reviews, validation campaigns, and ensure timely technical deliverables during launch phases.
• Documentation: Manage and document engineering activities from business opportunity to production, including specification, prototype, industrialization, and warranty phases,

Qualifications:

• A bachelor’s degree in engineering or equivalent.
• 1-5 years demonstrated experience in the automotive industry, through internship, co-op, or personal experience.
• Excellent communication skills
• Experience with electric vehicles both passenger and commercial preferred for drivetrain/wheel-end systems, and other related powertrain applications.
• Team player with interest to learn from and share competences with others.
• Ability to understand interpret CAD drawings, GD&T
• Be familiar with commercial simulation software (ANSYS, Adams, etc.)  and Computer-Aided Design
• Excellent interpersonal, problem solving and decision-making skills.
• Dependable, reliable, and self-motivated.
• Candidate demonstrates the ability to relentlessly pursue business opportunities.
• Valid Driver’s license
• Fluent in English

Desired skills for success:

• Experience with bearings used in electric vehicle applications.
• Bearing steels, lubricant, and heat treatment selection for bearing applications
• Experience with bearing simulation software.
• Ability to relentlessly pursue business opportunities.
• Ability to identify customers’ needs and turn them into business.
• Understanding and experience leading complex projects
• The successful candidate would display a high amount of initiative.
• It is expected local travel up to 30% of the time with some international travel to the US and Europe required.

What You’ll Love About SKF:

Rest and Relaxation. Enjoy a generous PTO policy and 13 paid holidays.

Customer Engagement Manager

The SKF Customer Service team is seeking an OEM Customer Engagment Manager, to support our SKF Americas strategy for the Growth segments, where your passion for coaching, development, and leadership will drive transformative results. In this pivotal role, you will lead a team of Customer Service Representatives, managing daily operations and ensuring an unparalleled customer experience. We’re seeking a candidate with proven expertise in navigating fast-paced, high-energy environments, dedicated to elevating customer satisfaction and delivering tangible results.

Key Roles and Responsibilities:

• Execute SKF’s strategy, establishing key performance indicators (KPIs) to propel impactful results.
• Foster a cultural shift towards success through curiosity, care, collaboration and courage.
• Inspire and lead your team to consistently deliver flawless customer experiences in every interaction.
• Identify opportunities for improvement, driving your team to meet and exceed service level agreements (SLAs).
• Utilize data-driven insights to analyze workload trends for effective workforce management.
• Collaborate with cross-functional teams to identify and implement solutions to customer challenges and opportunities.
• Work closely with sales, logistics, planning, finance and other departments to build a cohesive ecosystem that consistently delivers results.
• Develop, map, and optimize processes, fostering a continuous improvement mindset and creating new ways of working.
• Set ambitious team goals and individual development plans to drive continuous growth.
• Manage performance plans as needed and actively engage in employee training and development.

Qualifications:

• Proven experience in Call Center or Customer Service background, with strong data analytics KPIs and SLAs setting and measurement, and strong data analytics skillset.
• Proven leadership and strategic thinking skills, with the ability to empower and inspire teams to achieve excellence and a track record of driving positive outcomes and process improvements.
• Proficient in Microsoft Excel and Microsoft Suite, with advanced data analysis capabilities.
• Exceptional written and verbal communication skills, complemented by strong presentation abilities.
• Outstanding organizational, time management, and planning skills.
• Proactive decision-maker with a keen business sense and the ability to drive purposeful action.
• Entrepreneurial spirit, self-motivated, and dedicated to achieving success.
• Willingness and ability to travel (up to 30% of the time, including visit to customers).

Customer Service Representative

The Vehicle Aftermarket (VA) is the automotive aftermarket business unit within the SKF Automotive Division. We service the independent aftermarket with products, services and concepts for cars and commercial vehicles. Our customers range from distributors to retailers and garages around the world.

This individual must work closely with our external customers and, internally, with our Accounting, Logistics, Pricing, Planning and Sales departments to ensure we exceed customer expectations. The candidate will provide timely, accurate and effective order processing, claims processing, and communications to ensure customer satisfaction for automotive and heavy-duty customers through knowledge and use of SKF support systems. The successful candidate must possess excellent communication skills.

Responsibilities:

• Front Line key customer contact to ensure customer satisfaction, support, and follow-up.
• Answer calls from inbound phone queue.
• Order entry, part number interchange, basic technical assistance, expediting, handling of customer complaints and return goods.
• Co-ordinate the resolution of claims and/or open invoices.
• Actively utilize customer interactive sites (portals) as required to ensure accurate up-to-date information and communication with customers.
• Manage the customer portfolio (i.e. Customer Master, basic contract, shipping instructions).
• Act as a liaison between the customer, sales, and manufacturing regarding new, current, and future requirements.
• Initiate and participate in both procedural and systems improvement projects in response to changing customer requirements, to identify, recommend and implement solutions that ensure continuous improvement.
• Visit SKF offices, manufacturing, and customers as required (limited travel).
• Identify and take action against defects in products, services and systems.
• Other project and responsibilities as assigned.

Requirements:

• Some college or equivalent customer service experience required
• Minimal travel as required.
• Two (2) years business related experience.
• Excellent communication, interpersonal, and organizational skills.
• Detail orientated with the ability to identify and solve issues.
• Advanced computer skills required.  Candidate must be able to work in multiple applications concurrently, often using multiple monitors.
• Must be able to manage multiple tasks in a fast paced, complex environment with the ability to prioritize effectively.
• Individual needs to possess a positive attitude, be flexible, and have an ability to work well under pressure.
• Full time / 40 hours with potential for OT
• 10am to 7pm ET
• Partially Remote – Tue-Wed-Thur in office, Mon & Fri in home office

What You’ll Love About SKF:

Rest and Relaxation. Enjoy a generous PTO policy and 13 paid holidays.