The Service Operations Manager provides leadership and supervision of personnel in the repair, calibration and field service organizations in their region. Responsibilities include monitoring customer requirements for technical service and support and ensuring that resources are effectively coordinated to produce a high level of customer satisfaction.
JOB RESPONSIBILITIES
Staff Supervision - Coordinate work assignments of service staff and resolve scheduling conflicts - Disseminate information to the service staff and maintain intradepartmental communication through written correspondence and regular meetings - Ensure compliance of service staff with safety and performance standards, company and department policies, and business objectives
Staff Development - Develop service quality standards, skills certification criteria, performance objectives and metrics related to service - Monitor staff performance and initiate corrective action to resolve performance deficiencies through coaching, training, motivating, and disciplining - Travel with field service representatives on a periodic basis to evaluate and improve performance
Customer Satisfaction - Solicit customer feedback on TSI service performance through regular telephone interviews, e-mail correspondence and customer site visits - Evaluate service requirements of the installed base and maintain proper resource allocation to ensure satisfactory customer response
Record Keeping/Reporting - Maintain complete and accurate records of service activities - Analyze service performance data and produce status and summary reports as required
Process Development, Implementation, and Compliance - Establish policies and procedures for producing effective service response and problem resolution - Develop training programs and provide direction to service staff to ensure complete implementation and compliance with department processes - Provide leadership in the development, implementation, and maintenance of CRM and service management software tools
Business Objectives - Assist in developing, marketing, and delivering service offerings - Assist other TSI managers in achieving business objectives related to customer service - Offer formal proposals and recommendations for new or innovative service delivery techniques and service business opportunities
Complete other assignments and special projects as requested.
SUPERVISORY RESPONSIBILITIES
The Service Operations Manager is responsible for managing personnel in an assigned area of operations.
1. Oversee hiring and termination decisions for the group. 2. Interview applicants and make hiring decisions for new staff as needed. 3. Lead, coach and support department staff members. 4. Conduct performance reviews, provide feedback and make recommendations regarding compensation, promotion, training, discipline and termination of subordinates.
JOB REQUIREMENTS
Education Required 4-year degree in engineering or management, or equivalent work experience and training.
Desired BA/BS degree preferred
Experience
Required Minimum of 5 years’ experience managing engineers, technicians and assemblers in a manufacturing or service repair and calibration environment
Desired Familiarity with research, analytical or test and measurement instrumentation Experience with SAP CRM implementation and application Knowledge of lean/six-sigma principles
Core Competencies: Developing talent Acting as a champion for change Driving for results Making accurate judgments and decisions Managing resources
EQUIPMENT TO BE USED
Must be able to Use standard office equipment such as copier, fax, telephone, etc. Operate computer and other electronic equipment
MENTAL, PHYSICAL and SENSORY DEMANDS
1. Mental Effort High level of concentration required to listen to customer problems and provide solutions Regularly required to acquire and analyze data and create methodologies to resolve problems, make effective decisions and manage resources
2. Physical Requirements Sits for extended periods of time Stands and walks/moves to different locations as needed Able to lift at least 50lbs.
WORK ENVIRONMENT
Work is typically performed 90% of the time in a production and service environment. Air quality and noise levels are within normal limits. 10% of the time may be spent accompanying service and sales personnel to customer sites or attending conferences. May be required to work more hours than normally expected during a regular workweek depending on workload and deadline requirements.
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