Global Service Operations Director

6 days ago

Pewaukee, Wisconsin, United States CFR Engines Inc. Full time

Take your career to the next level at CFR Engines Inc., a leading global manufacturer of petroleum fuel testing solutions. We are seeking a highly skilled Global Service Operations Manager to join our team in Pewaukee, WI.

This role will be an integral part of our team, responsible for planning, structuring, organizing, and executing the global field service strategy, including developing common global service performance standards and working with the service team to train, retain, and support their personal development.

Job Description

We offer a competitive salary range of $120,000 - $180,000 per year, depending on experience.

As a Global Service Operations Manager, you will be responsible for:

  • Establishing scalable and effective service models, best practices, procedures, methodologies, and standards to decrease resolution time and increase quality of response;
  • Creating clear, measurable metrics and goals to ensure the support team delivers world-class service in every customer interaction via all channels;
  • Establishing consistent escalation paths for customer support/service issues for efficient and effective resolution across multiple departments and segments;
  • Providing leadership to ensure product performance inquiries and warranty issues are managed efficiently and are of the highest quality;
  • Managing all field support activities ensuring timely resolution of service support needs;
  • Establishing 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;
  • Establishing strong relationships with customers by managing escalated customer support/satisfaction concerns and proactively communicating with key customer contacts;
  • Maintaining awareness of technician skillsets and technical abilities to create and manage development plans, ensuring a culture of excellence and exceptional customer experience;
  • Coordinating with manufacturing and engineering to resolve problems which are beyond service technicians' experience or training;
  • Identifying, assessing, and reporting market trends and competitive intelligence;
  • Supporting service objectives through participation in professional and trade organizations;
  • Promoting Environmental, Health, & Safety (EHS) objectives across the field service team to ensure adherence to legal, regulatory, and company policies.
Required Skills and Qualifications

We are looking for candidates with the following qualifications:

  • Bachelor's degree in service management, business administration, engineering, or related field required;
  • Minimum of 5 years managing a global team of technical support specialists and service operations;
  • 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;
  • Ability to travel domestically and internationally, sometimes with little advance notice (~25%);
  • Effective communication skills to communicate persuasively with diverse audiences both verbally, in writing, over the phone, and in presentations;
  • Intercultural sensitivity to adapt to different cultures, preferences, and expectations of customers globally;
  • Leadership skills to direct, mentor, and grow a diverse team;
  • Interpersonal skills to effectively communicate and coordinate across organizational and cultural boundaries;
  • Data analysis skills to make sound decisions on suitability and effectiveness of corrective and preventive actions.
Benefits

We offer a comprehensive benefits package, including:

  • Competitive medical, dental, and vision insurance plans for you and your family;
  • Robust life insurance coverage;
  • Disability insurance to protect your source of income if you miss extended time from work;
  • Paid Time Off (PTO) policy with 10 paid holidays to ensure work-life balance;
  • 401(k) retirement savings plan with employer match;
  • And many more benefits that foster camaraderie and connections among our team members.

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