Global Service Operations Manager

3 weeks ago

Pewaukee, United States CFR Engines Inc. Full time

CFR Engines, Inc. is a leading manufacturer known for its commitment to innovation, quality, and excellence in the petroleum fuel testing sector. We take pride in our cutting-edge technology and dedication to delivering top-notch products to our customers worldwide. As we continue to expand, we are seeking a highly skilled and motivated Global Service Operations Manager to join our team in Pewaukee, WI and contribute to our continued success


The Global Service Operations Manager (GSOM) is responsible for the planning, structure, organization, and execution of the global field service strategy. The GSOM will work cross functionally to increase the professional service support provided by our service team. This includes development of common global service performance standards and working with the service team to train, retain, and support their personal development. The primary emphasis will be to provide a seamless customer experience and promote a culture of excellence, innovation, and collaboration across the service organization, including the monitoring and evaluation of the quality and satisfaction of the services delivered using metrics, feedback, and audits.


Typical Duties/Essential Job Functions:

  • Establish scalable and effective service models, best practices, procedures, methodologies and standards to help decrease resolution time and increase quality of response.
  • Create clear, measurable metrics and goals to ensure the support team is delivering world class service in every customer interaction via all channels (i.e. email, phone, chat, in person).
  • Establish consistent escalation paths for customer support/service issues for efficient and effective resolution across multiple departments and segments.
  • Provide leadership to ensure product performance inquiries and warranty issues are managed efficiently and are of the highest quality.
  • Manage all field support activities ensuring timely resolution of service support needs.
  • Establish rhythms for CFR’s Global Service team and Channel Partner service team meetings focusing on best practice sharing and validation of common and consistent global service methodology and practices.
  • Establish strong relationships with customers by managing escalated customer support/ satisfaction concerns and proactively communicating with key customer contacts.
  • Execute quality verification and facilitation as it relates to service work being performed.
  • Recommend actions to improve performance, quality of service, and implement changes to increase efficiency.
  • Maintain awareness of technician skillsets and technical abilities to create and manage development plans, ensuring a culture of excellence and exceptional customer experience.
  • Ensure information is regularly provided to Operations and Engineering pertaining to service and warranty activities.
  • Coordinate with manufacturing and engineering to resolve problems which are beyond service technicians’ experience or training.
  • Identify, assess, and report market trends and competitive intelligence.
  • Support service objectives through participation in professional and trade organizations.
  • Provide leadership to investigations, root cause analysis, and preparation of findings in customer-ready reports and communications.
  • Identify opportunities for continuous service support improvement and business growth from customer feedback.
  • Utilize CRM to document service visits, activities and issues; track and pareto identified issues.
  • Promote Environmental, Health, & Safety (EHS) objectives across the field service team to ensure adherence to legal, regulatory and company policies.
  • Protect the organization’s value by keeping information confidential.
  • Actively challenge existing processes to drive simplification and improvement.
  • Support the organization by performing cross-functional ad hoc analysis and leading special projects as requested.


Education and Experience Qualifications:

  • Bachelors degree in service management, business administration, engineering or related field required.
  • Minimum of 5 years managing a team of technical support specialists and service operations on a global basis.
  • Field service management experience in a manufactured product environment preferred.
  • Proficiency in using tools and software for service management such as CRM, ERP, or ITSM systems.
  • Proven experience supervising and developing global technical staff.
  • International experience along with intercultural sensitivity required.
  • Experience working with Channels preferred.
  • High level of proficiency in Excel and Powerpoint. Functional knowledge of other MS Office applications and other tools for tracking and managing service details, activities, and timelines.
  • Ability to work across different time zones.
  • Ability to travel, domestically and internationally, sometimes with little advance notice (~25%).


Skills and Competencies:

  • Prior experience developing policies, procedures and service offerings.
  • Ability to communicate effectively and persuasively with diverse audiences both verbally and in writing.
  • Able to adapt to different cultures, preferences, and expectations of customers globally.
  • Demonstrated experience managing escalated issues and developing relationships.
  • Demonstrated leadership skills with the ability to direct, mentor, and grow a diverse team.
  • Excellent interpersonal skills with the ability to effectively communicate and coordinate across organizational and cultural boundaries.
  • Proven oral, written, phone and presentation skills. Excellent interpersonal and communication skills with a customer service focus.
  • Ability to work under pressure, prioritize tasks, and make decisions in a fast-paced and complex environment.
  • Capable of analyzing data to make sound decisions on suitability and effectiveness of corrective and preventive actions.
  • Self-motivated, self-starter capable of remaining flexible to changing work priorities.
  • Ability to align resources and manage team members.

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