Service Operations Manager

2 weeks ago


Sturtevant, Wisconsin, United States Putzmeister Full time

Position Overview :

The Service Operations Manager plays a pivotal role in delivering essential technical assistance to our dealers and direct clients. This position is focused on driving service excellence to enhance customer satisfaction, boost customer loyalty, and reduce equipment downtime. The ideal candidate will be an adept service leader capable of quick thinking and providing timely solutions to field challenges.

Key Responsibilities :

  • Lead and develop the service team strategically.
  • Establish an efficient Service Support channel.
  • Offer service and customer support through various communication methods including phone, email, text, and on-site visits.
  • Create and monitor Key Performance Indicators (KPIs) to effectively oversee the department.
  • Troubleshoot technical issues and identify appropriate solutions and next steps.
  • Foster and maintain customer relationships to thoroughly understand their needs and how to meet them.
  • Promote continuous improvement in service, warranty, and management processes.
  • Build relationships with customers and dealers across North, Central, and South America.
  • Utilize service operations to stimulate new equipment sales growth.
  • Organize scheduling for the field service team based on customer requirements and workflow.
  • Identify and implement new technologies to enhance service delivery to our customer base.

Required Qualifications :

  • Proven experience in leading and expanding a service team.
  • Strong communication skills with customers and colleagues.
  • Experience in managing warranty policies and claims.
  • Proficient in benchmarking and KPI management.
  • Capability to train both customers and staff.
  • Experience with capital equipment.
  • Proficient in general Windows applications.

Education and Training :

  • Bachelor’s degree in business or service management or equivalent experience.
  • Technical background is preferred.
  • Experience with SAP is a plus.

Physical Requirements :

  • The employee is regularly required to stand, walk, stoop, bend, and use hands for various tasks; frequent pushing and pulling may be necessary.
  • Ability to regularly lift and/or move items weighing 25+ pounds.
  • Specific vision abilities required include close, peripheral, and the ability to focus.

Work Environment :

  • The employee typically works in an office environment but may occasionally be exposed to noise, dust, and chemicals.
  • Safety glasses or goggles must be worn in designated areas.
  • Proper closed-toe and heel footwear is required in the shop area.

The physical demands outlined here are representative of those that must be met by an employee to successfully perform the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Benefits Offered:

  • Comprehensive benefits package including medical, vision, and dental insurance.
  • Company-paid Hospital Indemnity/Accident Insurance.
  • HSA with incentives for company contributions.
  • FSA Plans available.
  • Company-paid Life Insurance.
  • Short-term and Long-term Disability coverage provided by the company.
  • Paternity Leave offered.
  • 401K plan with company matching.
  • Profit sharing and Gain Sharing opportunities.
  • Company-sponsored events.
  • Education Reimbursement program.
  • Boot Reimbursement available.
  • Uniform Program in place.
  • Employee discount program offered.

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