Service Operations Manager

2 weeks ago

Minneapolis, Minnesota, United States Barry-Wehmiller Full time

About Us:

At BW Integrated Systems, we lead the industry in designing and manufacturing innovative solutions for end-of-line packaging equipment, labeling, converting, packaging automation, and systems integration. With a global footprint that includes nine manufacturing facilities and a dedicated team of over 800 professionals, we are proud to serve as a trusted partner for our clients worldwide, with installations in more than 50 countries. Our extensive product range and service network provide cutting-edge technology and unmatched technical support for manufacturing companies across various global market segments. We cater to diverse industries including food and beverage, pharmaceuticals, household goods, automotive, and more, offering solutions in container manufacturing, wine and spirits, consumer product packaging, converting, paper, and beyond.

Job Overview:

As the Service Operations Manager, reporting directly to the Field Service Director, you will play a crucial role in overseeing the operational excellence of BW Integrated Systems' Labeling product lines throughout the United States. Your duties will encompass service delivery, financial oversight, regulatory compliance, and organizational development, all aimed at achieving exceptional service quality.

Key Responsibilities:

Leadership and Team Development:

  • Recruit, develop, and mentor a high-performing field service team.
  • Encourage a culture of accountability and excellence within the team.

Operational Excellence:

  • Design and enhance field service processes, procedures, and policies in alignment with company goals.
  • Negotiate service agreements and effectively address billing discrepancies.
  • Manage projects to ensure timely delivery within budget constraints.

Performance Metrics and Quality Assurance:

  • Establish and meet service level agreements (SLAs).
  • Monitor and report on team performance metrics.
  • Drive continuous improvement initiatives and implement preventative measures for quality and operational excellence.

Collaboration and Innovation:

  • Work collaboratively with internal teams to foster business innovation, develop service strategies, and drive revenue growth.
  • Lead strategic initiatives focused on enhancing volume and profit margins.

Customer Relationship Management (CRM):

  • Support the CRM system and processes to strengthen customer relationships.
  • Quickly resolve product issues through effective warranty management.

Training and Development:

  • Identify necessary skills training for the field service team.
  • Develop and implement motivational programs to inspire team members.

Qualifications and Requirements:

  • Bachelor's degree in a relevant field with a minimum of 3 years of experience, or a two-year post-high school diploma/certificate with at least 7 years of relevant experience.
  • Demonstrated leadership experience is essential.
  • Proficient in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint).
  • Exceptional organizational, planning, and scheduling skills.
  • Strong written and verbal communication abilities.

Desirable Qualifications:

  • Familiarity with Microsoft Dynamics/CRM.
  • Experience with Programmable Logic Control (PLC) programming and editing.

Other Qualifications:

  • Valid driver's license and a clean driving record, with the ability to travel by car.
  • Capability to obtain a passport.

ADA Requirements:

  • Ability to perform various physical tasks including sitting, grasping, keyboarding, standing, walking, bending, reaching, and lifting items up to 50 lbs.
  • Occasional exposure to typical machine shop physical hazards.
  • Willingness to travel domestically and internationally by air.

If you are committed to developing and mentoring a high-performing team while being a true leader in the field service sector, we encourage you to consider this opportunity.

Company: BW Integrated Systems

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