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Service Operations Manager
2 months ago
Putzmeister is seeking a highly skilled Service Manager to lead our service team and drive service excellence. As a critical member of our organization, you will be responsible for providing technical support to our dealers and direct customers, ensuring customer satisfaction, and maximizing customer retention.
Key Responsibilities- Service Team Leadership: Provide strategic leadership and development to the service team, driving service excellence and customer satisfaction.
- Service Support: Develop and implement effective service support channels, providing technical support via various means, including direct field visits.
- Performance Metrics: Develop and manage Key Performance Indicators (KPIs) to effectively measure and improve service department performance.
- Troubleshooting: Diagnose technical issues and determine proper solutions and next steps, ensuring timely resolution and customer satisfaction.
- Customer Relationships: Develop and promote customer relationships, gaining a clear understanding of customer needs and means to satisfy them.
- Process Improvement: Drive continuous improvement in service, warranty, and other management processes, ensuring efficiency and effectiveness.
- Customer and Dealer Relationships: Cultivate relationships with customers and dealers throughout North, Central, and South America, leveraging service business to drive new equipment growth.
- Scheduling: Coordinate scheduling for the field service team based on customer needs and workflow, ensuring timely and efficient service delivery.
- Technology: Identify new technologies to better provide service to our customer base, staying up-to-date with industry trends and advancements.
- Leadership Experience: Proven experience leading and growing a service team, driving service excellence and customer satisfaction.
- Communication Skills: Effectively communicate with customers and co-workers, ensuring clear understanding and resolution of technical issues.
- Warranty Management: Experience managing warranty policy and claims, ensuring timely and efficient resolution.
- Benchmarking and KPIs: Experience with benchmarking and KPI-driven performance metrics, ensuring data-driven decision-making.
- Training and Development: Ability to train customers and employees, ensuring knowledge transfer and skill development.
- Technical Background: Technical background preferred, with experience in capital equipment and general Windows applications.
- Education and Certification: Bachelor's degree in business or service management, or equivalent experience, with SAP experience a plus.
- Physical Activity: While performing the duties of this job, the employee is regularly required to stand, walk, stoop, bend, and use hands to finger, handle, or touch; frequently required to push and pull.
- Lifting and Moving: Ability to regularly lift and/or move 25+ pounds.
- Vision Requirements: Specific vision abilities required by this job include close, peripheral, and the ability to focus.
- Office Environment: While performing the duties of this job, the employee is in a typical office environment; occasionally exposed to noise, dust, and chemicals.
- Safety Precautions: Safety glasses/goggles must be worn at all times while in designated areas of the shop.
- Footwear: Proper closed-toe and heel footwear is required while in the shop.