Global Service Operations Manager
4 weeks ago
Are you ready to take your career to the next level? CFR Engines, Inc. is a leading global manufacturer known for its commitment to innovation, quality, reliability, and excellence in the petroleum fuel testing sector. We take pride in our cutting-edge technology and dedication to delivering top-notch, American-made products to our customers worldwide. As we continue to grow and diversify, we are seeking a highly skilled and motivated Global Service Operations Manager to join our team in Pewaukee, WI
As a Global Service Operations Manager, you'll be an integral part of our team, responsible for the planning, structure, organization, and execution of the global field service strategy including the development of common global service performance standards and working with the service team to train, retain, and support their personal development. Join us and be part of a company where innovation thrives alongside tradition as we go above and beyond every day to meet the evolving needs of our industry.
Why CFR Engines?
At CFR, we believe in fostering a culture where every team member feels valued, supported, and inspired to thrive. When you join CFR you can expect to receive a competitive compensation package, flexible schedule, and a dynamic work environment where innovation thrives alongside tradition.
Key Responsibilities:
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.
Maintain awareness of technician skillsets and technical abilities to create and manage development plans, ensuring a culture of excellence and exceptional customer experience.
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.
Promote Environmental, Health, & Safety (EHS) objectives across the field service team to ensure adherence to legal, regulatory and company policies.
What We're Looking For:
Education: Bachelors degree in service management, business administration, engineering or related field required.
Experience: Minimum of 5 years managing a global team of technical support specialists and service operations.
Software: Proficiency in using tools and software for service management such as CRM, ERP, or ITSM systems. High level of proficiency in Excel and PowerPoint. Functional knowledge of other MS Office applications.
Travel: Ability to travel domestically and internationally, sometimes with little advance notice (~25%).
Effective Communication: Ability to communicate persuasively with diverse audiences both verbally, in writing, over the phone, and in a presentation
Intercultural Sensitivity: Able to adapt to different cultures, preferences, and expectations of customers globally
Leadership: Ability to direct, mentor, and grow a diverse team
Interpersonal Skills: Ability to effectively communicate and coordinate across organizational and cultural boundaries
Data Analysis: Ability to make sound decisions on suitability and effectiveness of corrective and preventive actions
Comprehensive Benefits:
Health Insurance: Competitive medical, dental, and vision insurance plans for you and your family. Some fully employer paid
Life InsuranceSecure your future and your loved ones with our robust life insurance coverage.
Disability InsuranceProtect your source of income if you miss extended time from work.
Paid Time Off (PTO)Enjoy extra time off work with our generous PTO policy. We value work-life balance and offer 10 paid holidays to ensure our employees have time to spend with family and friends.
401(k) Retirement Savings Plan: Save for your future with our 401(k) retirement savings plan with employer match.
And so much more: We believe in fostering camaraderie and building connections beyond the daily grind which is why we organize monthly events and celebrate employee achievements to bring our team closer together.
If you’re looking for a collaborative role where you are encouraged to grow, we want to hear from you Apply today to become a Global Service Operations Manger at CFR and start a fulfilling career journey at a leader in the energy industry.
Join a team where productivity meets accountability, commitment drives success, and excellence is our standard
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