Service Delivery Mgr I

2 weeks ago

Westbrook, United States Pilkington North America Inc. Full time

The SDM has the responsibility of delivering the Operational aspects of their local Service Center as well as maintaining and acquiring Customers within a Customer focused environment. Working through their team and in collaboration with Supply Chain, Human Resources, Procurement, Quality, Safety and Finance, the SDM is responsible for maintaining a safety-first culture, fostering employee engagement and satisfaction, meeting financial and operating objectives, ensuring a high level of customer satisfaction. To accomplish this, they:

- Re-enforce a safety-first mindset and ensure regulatory compliance. Drive initiatives and a culture that delivers service quality, Employee engagement, Sales, and MOP.
- Continuously engage with customers to understand the needs of the Customer and develop and execute actions to meet and exceed these expectations.
- Support the development of new business as well as grow the number of clients for AGRNA with a specific focus on ‘Tailgater’ Customers
- Manage local resources to meet or exceed Service Center sales targets and margin targets as well as manage costs to optimize efficiency.
- Focus on the retention and development of Customers and Employees.
- Maintain staffing requirements, hire and train new staff in line with the annually approved operating plan or agreed exceptions to this plan.
- Monitor staff performance, oversee employee goal and objective setting. Conduct mid-year and year end performance reviews. Assist staff in overcoming obstacles to accomplishment of work objectives.
- Ensure current business processes are delivered in line the JSOX and QMS and propose changes for improvement to Line Manager.
- Ensure inventory is managed in line with Business and JSOX procedures and guidelines.
- Manage their respective teams to ensure KPI's are met and participate in periodic performance reviews and be prepared to provide variance analysis for their Service Center as well as gap closure responses relating to operational and financial measures.
- Meet annual operational and financial goals and objectives for the Service Center.
- Adherence to NSG/Pilkington Standards of Business Conduct and its Values and Principles.
- Other duties as assigned by the Market Manager.

**Scope/Dimensions**:

- Daily, weekly, and monthly interactions with market manager to ensure cost categories are in line
- Operational accountability for location
- Responsibility for inventory and asset control.

**Top 3 Competencies Needed for Success in the Role**:

- Passion for Excellence - takes personal responsibility and ownership for achieving results and objectives.
- Empowers and Develops - Empowers work teams to take ownership in achieving business objectives and delegates work to the appropriate level.
- Customer Focused - Actively seeks to understand internal and external customer needs and ensures customer solutions, practices and procedures are designed to assure customer satisfaction.

Qualifications Required:

- Strong leadership, interpersonal, verbal, and written communication skills required.
- Required proficiency with Microsoft Office Applications (Word, Excel, PowerPoint, Outlook, and Internet Explorer).
- Strong focus on Customer while meeting operational objectives.
- Familiarity with computer-based inventory control systems.
- Proficiency in the English language (verbal and written)
- Proactive, innovative problem-solving skills.
- High energy, self-starting individual with ability to balance multiple priorities simultaneously.
- BS/BA degree and 3 years supervisory experience or 5+ years’ supervisory experience without degree or significant experience (7+years) with Aftermarket Glass Replacement industry along with demonstrated leadership abilities required.

**Qualifications Desired**:

- Previous PNA or glass industry experience.

**Other Requirements**:

- Must Have valid driver’s license.
- Must have and maintain acceptable MVR (Motor vehicle report) as defined by safety requirements.

***______________________________________**

**_ We offer an excellent compensation and benefits package, which includes 401k, medical, dental, vision, life insurance, company paid holidays, paid vacations, and education _**assistance.

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