Service Operations Lead

1 week ago


Charlotte, North Carolina, United States MasterMover Inc. Full time
About the Role

We are seeking a highly skilled and experienced Service Operations Manager to join our team at MasterMover Inc. As a key member of our operations team, you will be responsible for overseeing and improving the delivery of our service operations.

Key Responsibilities
  • Lead and Manage the Service Operations Team: You will be responsible for leading and managing a team of service engineers, technicians, and support staff to ensure the efficient delivery of our service operations.
  • Develop and Implement Service Strategies: You will develop and implement service strategies to improve customer satisfaction, service efficiency, and profitability.
  • Oversee Maintenance, Repair, and Installation Services: You will oversee the scheduling and delivery of maintenance, repair, and installation services to ensure that they are executed efficiently and to the highest standard.
  • Monitor Key Performance Indicators: You will monitor key performance indicators (KPIs) to ensure that service level agreements (SLAs) are met or exceeded.
  • Manage Service Contracts and Warranties: You will manage service contracts, warranties, and customer support agreements to ensure that they are up-to-date and meet the needs of our customers.
  • Collaborate with Cross-Functional Teams: You will collaborate with the sales, logistics, and production teams to ensure seamless customer service.
  • Ensure Compliance with Regulations: You will ensure compliance with health and safety regulations and quality standards.
  • Provide Training and Development Opportunities: You will provide training and development opportunities for the service team to enhance their skills and knowledge.
  • Act as a Key Point of Contact: You will act as a key point of contact for escalated service issues, resolving them promptly and effectively.
Requirements
  • Proven Experience in Service Management: You will have proven experience in a service management or operations management role, preferably within the manufacturing, engineering, or material handling industry.
  • Strong Leadership and Team Management Skills: You will have strong leadership and team management skills, with the ability to motivate and develop a high-performing team.
  • Technical Background or Strong Understanding: You will have a technical background or a strong understanding of machinery, mechanical or electrical systems.
  • Excellent Communication and Customer Service Skills: You will have excellent communication and customer service skills, with a commitment to delivering exceptional service.
  • Ability to Analyze Data and Drive Continuous Improvement: You will have the ability to analyze data, monitor KPIs, and drive continuous improvement.
  • Familiarity with Service Management Software: You will have familiarity with service management software and CRM systems.
  • Strong Organizational Skills: You will have strong organizational skills and the ability to manage multiple priorities.
  • Knowledge of Health and Safety Regulations: You will have knowledge of health and safety regulations and best practices.


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