Service Operations Director

4 weeks ago


Great Malvern, Worcestershire, United Kingdom CENERO LLC Full time
Service Operations Director

A key leadership role that oversees the service operations business at Cenero LLC, including direct management of service engineers and service managers. The successful candidate will be responsible for ensuring applicable service metrics are met, providing team reports to management, and other duties as required by executive management. The role involves providing group leadership to enable diagnosis and repair of all types of audiovisual and related systems, including hardware and software issues.

  • Develop and implement target metrics with management and measurement tools with Business Intelligence (BI) to measure individual performance.
  • Monitor metrics and manage service engineers' team to achieve Key Performance Indicators (KPI) assigned targets.
  • Manage Field Service Engineers (FSE), Technical Service Engineers (TSE), and Service Managers.
  • Ensure adequate coverage in the Service Center for all scheduled times.
  • Train TSEs and FSEs on Cenero-specific procedures and products.
  • Communicate Service Team Performance Results to Management.
  • Manage Software Development projects for Service Team and oversee the training and rollout.
  • Pull and manage phone, tablet, and email performance data for the team and pull into KPIs for access for all team members.
  • Ensure staff provides professional customer service, including rapport building and technical credibility with clients via superior knowledge and service.
  • Escalate service issues for Service Sales for all customers pertaining to service/customer communications.
  • Maintain staff's technical superiority via continuing education, training, seminars, reading, etc.

Requirements

  • Bachelor's degree in an appropriate engineering field or ten+ years related experience and/or training.
  • Working knowledge of AV control systems, particularly those manufactured by Crestron & AMX.
  • Detailed working knowledge of video & acoustic technical principles and basic electrical wiring.
  • General knowledge of TCP/IP networking, switches, routers, firewalls.
  • Detailed working knowledge of computers (Windows based) and office software.
  • Five+ years customer service experience.

Benefits

  • Industry-leading healthcare coverage.
  • Flexible Spending Account (FSA).
  • Dependent Care Spending Account (DCA).
  • 100% Company paid Life insurance.
  • 100% Company paid Short Term Disability.
  • Optional Long Term Disability.
  • Paid Time Off awarded at hire.
  • Employee Tuition Reimbursement.
  • Opportunities to network and connect.
  • Lucrative Employee Referral program.
  • Delicious Free coffee.

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