Service Operations Leader

3 weeks ago


Pewaukee, Wisconsin, United States Northstone, Inc. Full time
Job Summary
We're looking for an experienced Service Operations Leader to join our team at Northstone, Inc. As a key member of our global field service team, you'll be responsible for leading the planning, structure, organization, and execution of our global field service strategy. This includes developing and implementing policies, procedures, and service offerings, as well as managing escalated issues and developing relationships with customers.

Estimated Salary: $150,000 - $220,000 per year, based on location and experience.

In this role, you'll work closely with cross-functional teams to increase professional service support provided by the service team. You'll establish scalable and effective service models, create clear measurable metrics and goals, and manage all field support activities. You'll also be responsible for maintaining awareness of technician skillsets and technical abilities, and ensuring information is regularly provided to quality and engineering pertaining to service and warranty activities.

To be successful in this role, you'll need a bachelor's degree in service management, business administration, engineering, or a related field, and at least 5 years of experience in managing a team of technical support specialists and service operations on a global basis. You should also have proficiency in using tools and software for service management such as CRM, ERP, or ITSM systems, and international experience along with intercultural sensitivity.

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