Service Operations Manager
4 days ago
Duke Manufacturing is seeking a skilled Service Operations Manager to oversee the execution of our Domestic Parts and ASA strategic planning initiatives. This individual will ensure alignment of this strategy with internal support teams and collaborate with cross-functional teams to implement a continuous improvement framework.
The successful candidate will manage the activities of the Field Support team, overseeing the flow of technical information within the Technical Service Department and Field Technical Service team. They will also ensure that technical field support meets the needs of our Value Streams.
Key Responsibilities:
- Develop a strategic roadmap for the Field Service function.
- Help the technical and customer service teams achieve high levels of performance in both technical expertise and customer service skills.
- Improve the customer service experience by owning customer issues, driving root cause analysis, and facilitating timely resolutions.
- Collaborate with the Customer Service Manager to manage the escalation process to address new or emerging customer concerns and immediate issues effectively.
- Contribute to the QAB by analyzing call reports and recommending actions to address recurring problems.
- Manage the Technical MDI.
- Provide guidance and support to the international Service team on technical challenges and field fixes.
- Lead the Field Service team's efforts in installations, issue resolution, and alignment with value streams.
- Collaborate with the Training & Sustainability Specialist to develop and implement standards and documented processes for Customer Support, including CRM standards, troubleshooting methods, and root cause best practices.
- Support new product launches and customer initiatives by contributing to the commercialization process.
- Oversee field fix/retrofit projects, ensuring successful execution.
- Establish and manage procedures and activities to resolve customer issues promptly.
- Maintain the Service Department's project list and complete additional responsibilities as assigned.
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Mail Operations Manager
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Mail Operations Manager
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Customer Service Operations Manager
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Customer Service Operations Manager
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IT Operations Manager
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Retail Operations Manager
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