Operations Manager

2 weeks ago

Memphis, United States System Scale Corporation Full time

Develop and maintain a strong and profitable department by providing timely, quality, responsive service to customers. An emphasis will be placed on both growth and ability to resource plan. Responsible for technicians, both local and resident, as well as administrative personnel. Supervision: Reports to the Chief Financial Officer (CFO) and/or Chief Operating Officer (COO).


Accountability Must demonstrate product and application knowledge and personal integrity to customers. Maintain a growth in annual department revenue to meet objectives established by Management.

Responsibilities

  • Familiar with all service related ISO / Quality Procedures of company.
  • Maintain a staff of qualified Technical Service Representatives and an inventory of parts and equipment adequate to insure smooth and profitable operation of the service department.
  • Ensure each Technical Service Representative is properly trained; oversee an ongoing training program of skills development and cross training for each Technician.
  • Review and approve documents as necessary, ensuring all service department paperwork is accurately completed on a timely basis.
  • Resolve all problems involving the Service Department, either by initiating a solution or, if necessary, concisely documenting chronic problems and/or needs for presentation to Management.
  • Monitor the profitability and performance to budget of the Service Department monthly.
  • Perform or delegate the routing of Technical Service Representatives efficiently to ensure that all service contracts and call service work are done in a timely manner.
  • Travel his territory on a regular basis, calling on various accounts to confirm the quality of work performed, and determine the customer's perception of SSC's service.
  • Submit to the Management, on request, a brief status report, providing the number of contract accounts gained and lost, the corresponding dollar amounts, status of competition in the market area, any other significant occurrences, and any opportunities or problems the Service Department should address.
  • Conduct a monthly safety meeting with Technical Service Representatives.
  • Input all relevant data as required into a CRM or other enterprise software being used. This includes the ability to enter opportunities, quotes, calendar events, tasks, etc


Qualifications


  • High school diploma and 4 years of management experience in a customer-facing industry.
  • Familiarity with personal computers is helpful, including a working knowledge of Windows and some word processing and spreadsheet skills.
  • Must always maintain a valid driver’s license and be insurable under the SSC fleet policy.

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