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Service Excellence Manager
2 months ago
We are seeking a highly skilled and experienced Service Operations Manager to join our team at Werfen. As a key member of our North America Service and Support organization, you will be responsible for providing leadership and strategic direction to drive business growth and customer satisfaction.
Key Responsibilities- Develop and implement policies and procedures to optimize service operations and improve customer support.
- Create and utilize service support metrics to assess personnel requirements, customer satisfaction levels, and monitor performance.
- Coordinate with internal departments to develop and implement cross-functional processes to improve service efficiency, increase revenue, and control costs.
- Assist Field Managers in resolving complex service operation and business problems by making informed decisions and collaborating with internal support staff.
- Develop and implement a plan of action to address business challenges and opportunities.
- Develop and implement a cycle count process to ensure accurate inventory management.
- Work with Service Leadership and Finance to prepare annual service operational budget.
- Report to senior management on the performance and statistics of the North America service and support organization.
- Bachelor's degree in Business or Science (Chemistry, Biology, Biochemistry) or Engineering, or equivalent experience.
- Seven years of experience in sales, service/support, or managerial capacity.
- Project management experience is desirable.
- A solid understanding of business systems, computer hardware, and software.
- Language proficiency: Specific to country and role's needs.
- Building Talent: Planning and supporting the development of individuals' knowledge, skills, and abilities.
- Customer Focus: Ensuring that the internal or external customer's perspective is a driving force behind strategic priorities.
- Decision Making: Identifying and understanding problems and opportunities by gathering and analyzing information.
- Driving for Results: Setting high goals for personal and group accomplishment and working to meet or exceed goals.
- Driving Innovation: Creating an environment that inspires people to generate novel solutions.
- Emotional Intelligence Essentials: Establishing and sustaining trusting relationships by accurately perceiving and interpreting emotions and behavior.
