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Head of US Service Operations Manager

2 months ago

Torrance, California, United States Tritium Power Solutions Inc Full time
Job Title: Head of US Service Operations

About the Role:

We are seeking a highly motivated and experienced professional to lead our US Service Operations team. As the Head of US Service Operations, you will be responsible for managing the implementation and continuous improvement of our Operations and Customer Support Americas, including Field Service, Inventory, Planning, Project Management, Support Services, and Customer Satisfaction across all customers and products.

Key Responsibilities:

  • Execute the Service strategy provided by the Executive, ensuring all chargers are operating at 98% uptime as a minimum, all SLAs are being achieved as per contract, and Service Revenue Targets are achieved.
  • Ensure Chargers Down are rectified within the required response times.
  • Expand the number of Tritium Power Solutions service technicians where the business case justifies the investment and find and recruit service partners to extend and deepen our network serving all areas of the Americas to achieve the uptime objective.
  • Ensure spare parts are available to meet response time requirements.
  • Using data analysis, drive decisions to enhance service offering, Customer Success, Customer Preference, system and unit performance, and uptime.
  • Recruit, develop, train, manage, and mentor a high-performing American Operations and Customer Support team.
  • Provide data analysis to assist the Engineering Team with both problem resolution and product improvement.
  • Development of a culture and environment of collaboration, holding the team accountable, and acting as one Global team.
  • Coordinate closely with the US Sales Team to provide support for product revenue sales.
  • Coordinate with Manufacturing and Engineering support.
  • Plan and manage the American spare parts stock.
  • Ensure the latest global best practice processes are in place within the American Operations.
  • Assist with the preparation of American tenders and commercial offer documents for sales.
  • Lead and support the implementation and growth of the American Customer Support/Customer experience.
  • Weekly finance and budgeting responsibilities for the Operations Cost Centers.
  • Work with Human Resources on the resource planning activities as well as on the required business cases and job descriptions for each role.
  • Track company financial performance in Operations using the P&L and cash flow forecasts supported by Finance.
  • Be responsible for and lead the process for accurate stock take of inventory.
  • Work to achieve the KPIs set in the annual performance review.
  • Ensure the Team Maintain a good technical understanding of Tritium Power Solutions products, their architecture, operation, and construction.
  • Work in accordance with the established Business Plan and Standard Operating Procedures under the direction of the COO to ensure that all your activities are performed in an effective, professional, and timely manner.
  • Actively participate in meetings as required. You will need to be able to provide relevant technical information, including relevant standards, identified issues, design constraints, and design opportunities. Keep accurate notes to enable action of assigned tasks.
  • Ensure the Operations and Customer Support Team is aware of and adheres to all Tritium Power Solutions policies and procedures, with a particular focus on workplace health and safety policies and procedures.
  • Increase the levels of customer satisfaction, by close and regular contact and attention to customer requirements and needs.

Environmental, Health & Safety Requirements:

In the interest of personal safety, all employees have an obligation to:

-Comply with all safe work practices, rules, procedures, and instructions with the intent of avoiding injury to themselves and others, damage to plant or equipment, and environmental pollution.

Take reasonable care for the health and safety of themselves and others.

Wear personal protective equipment and clothing where required.

Comply with any reasonable direction given by Management for environmental, health, and safety.

Not misuse or interfere with any environmental or health and safety equipment provided.

Report all near misses, accidents, and incidents on the job immediately.

Report all known or observed hazards to their Supervisor or Manager immediately.

Education and Experience:

Bachelor's degree in business management, Technology, Engineering, or related field.

5+ years in customer support, customer service, or a related support role.

5+ years in operations or production.

3+ years in supply chain or logistics.

4+ years in a supervisor or management role.

Desired Qualifications:

Highly motivated, tireless, driven to make things better for both the customer and the company.

Ability to drive improvements through proactive data analysis and quality control improvements.

Excellent presentation skills, along with oral and written communication skills.

Confident leader that possesses the abilities to execute, influence, build relationships, and is a strategic thinker.