Service Operations Manager

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Summary

Overview -

To support the increasing complexity of our service organization, spanning logistics, field installations, contract management, billing, and customer support. We require a dedicated Service Operations Manager with deep expertise in SAP and Salesforce. This role will ensure our operational processes, systems, and cross-functional communications scale effectively with business growth while improving cost efficiency, service quality, and customer satisfaction.

• Oversee Optimisation of SAP & Salesforce
• Pricing / Cost analysis
• Accounts receivables
• Key escalation point for field & office teams
• Interface with R&D / Production with retrofits / upgrades
• Ownership of KPIs, Dashboards & Reporting
• Manage Voice of the Customer (NPS)

Job Description

Directs the coordination of technical and administrative support activities including repair, preventative maintenance and engineering change upgrades in order to provide the highest level of service, maximize customer satisfaction and achieve financial objectives. Provides direction for the delivery of pre- and post-sales services and support to customers. Participates in the resolution of customer concerns and defining and developing a customer contact strategy. Ensures adequate records and systems are maintained. Schedules personnel responding to critical situations. Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer. Manages a profit and loss center.

OTHER SPECIFIC FUNCTIONS OR DUTIES

• Performs all required management responsibilities including but not limited to: implementing the company's policies, programs, and guidelines; ensuring employee productivity and growth; managing resources; knowing Varex's business; and maintaining functional, technical, and external market awareness necessary for managing immediate organization.
• Cooperate with other departments (local Sales, Installation, Applications, Order Processing, Product Support, Manufacturing, etc.) and provide them the necessary support to provide them the best service and maintenance services and optimize customer relations.
• Manage customer relations in all service and maintenance matters (service requests, contractual services, emergencies), to ensure customers can operate their Varex equipment according to technical and safety guidelines with the highest level of satisfaction.
• Establish service budgets and monitor financial performance, to ensure service revenue objectives are achieved within agreed budgets and with maximum cost effectiveness.
• Manage the regular reporting of all service information (records of service visits, technical problems, actions taken and parts employed), to ensure accurate updated customer maintenance information is available to all Varex parties.
• Direct the analysis of customer data and the ordering of stock and spare parts, to ensure all materials are available for scheduled and emergency service and maintenance activities within the agreed budgets.

SKILLS, KNOWLEDGE AND CERTIFICATIONS

Minimum Required Skills and Knowledge

• Ability, competence and confidence to lead people.
• Effective interpersonal skills.
• Fluency in the local language and in English, both written and spoken.

Other Desired Skills and Knowledge

• Sound understanding and application of contract structuring, composition and contract negotiation.
• Sound understanding and experience in establishing quotations, costing for jobs, monitoring costs and following up on execution.

Required Certifications and Training

• Obtains and completes LMS training plan specific to assigned responsibility.F

Experience Level with Business Tools

• Proficient in utilizing business tools such as: E-mail, Microsoft Word, Excel, and PowerPoint.
• Experience with SAP or equivalent ERP product and productivity software desired.

LEVEL DESCRIPTION

Scope

• Receives assignments in the form of objectives with goals to meet. Provides immediate direction to employees. Administers company policies that directly affect subordinate employees. Recommends changes to unit or sub-unit policies. Management reviews work to measure meeting of objectives.

Job Complexity

• Works on issues where analysis of situation or data requires review of relevant factors. Exercises independent judgment and discretion to resolve complex business problems.

Impact of Decisions and Accuracy

• Erroneous decisions or failure to achieve results will cause delays in schedules.

Interaction

• Frequently interacts with functional peer groups. Interaction normally requires the ability to gain cooperation of others, conducting presentation of technical information concerning specific projects or schedules.

Supervision

• Provides direct supervision to professional individual contributors and/or highly skilled non-exempt employees. Acts as advisor to unit and many become actively involved to meet schedules and resolve problems.

Typical Education and Experience

• Bachelors Degree or equivalent
• 5 years of related experience.

Time Type:

Full time

Job Type:

Regular

Work Shift:

N/A

Pay Rate Type:

Salary

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.