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Service Operations Manager

1 month ago

Bedford, Bedford, United Kingdom Werfen Full time

Job Summary:

Werfen is seeking a highly skilled Service Operations Manager to lead our North America Service and Support organization. As a key member of our commercial team, you will be responsible for developing and implementing business operating procedures, creating and utilizing service support metrics, and coordinating with internal support departments to improve service efficiency and customer satisfaction.

Key Responsibilities:

  • Develop and implement policies and procedures for the North America Service and Support Organization
  • Create and utilize service support metrics and work with field service management to assess personnel requirements, customer satisfaction levels, and monitor and evaluate the performance of the North America service organization
  • Coordinate with internal support departments, including North America Commercial Operations, Client Services, IT, Strategic Business Unit, RA/QA, Manufacturing, and Finance to develop and implement cross-department processes required to improve North America Service Operations to maximize service efficiency, increase service revenue, and control operating costs
  • Assist Field Managers to resolve complex service operation and business problems by making solid decisions collaborating with the field service management and internal support staff. Develop and implement a plan of action based on the above
  • Other duties as assigned

Requirements:

  • Seven years in a sales, service/support or managerial capacity
  • Bachelor's degree in Business or Science (Chemistry, Biology, Biochemistry) or Engineering and or equivalent experience
  • An MBA is highly desirable
  • Project management experience is desirable
  • A solid understanding of business systems, computer hardware and software
  • Language: Specific to country and role's needs

What We Offer:

  • A dynamic and challenging work environment
  • Opportunities for professional growth and development
  • A competitive salary and benefits package
  • The chance to work with a global company with a strong commitment to innovation and quality