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Service Operations Manager
2 months ago
We are seeking a highly skilled Service Manager to oversee our service operations and ensure that our customers receive the best possible experience.
Key Responsibilities:- Build and manage a team of Electro-Mechanical Assemblers and Demonstrators (EMAD) to ensure installations and service calls are completed correctly, on time, and on budget.
- Visualize, design, and build a world-class service organization focused on taking care of each and every customer and their needs.
- Identify, recruit, and hire personnel who are focused on servicing customers and their machines while ensuring they have the right electro-mechanical hard skills to complete the tasks needed.
- Continually improve the skillset of the team to take better care of customers via mentorship, training, and team building.
- Work with the Production Manager to share and schedule resources to ensure that the shop schedule stays on track while serving customers.
- Assign the right person to the right job to maximize customer satisfaction while maintaining costs.
- Serve as the initial point of contact for customers with electrical and mechanical issues.
- Troubleshoot and solve issues over the phone.
- Take the install process from sales, including install letters, drawings, etc.
- Ensure that each and every install or service visit is dealt with in a timely manner.
- Maintain the schedule in a way visible to both the management team and the EMADs.
- Ensure that each and every service visit is properly and professionally documented internally and externally.
- Identify the right tools – software, trainers, physical shop setup, document control, etc – to maximize the skills and improve the efficacy of the team with the outcome of improving the customer experience.
- Become the expert on the product line.
- Be a resource to the EMADs, sales team, etc in how the machinery operates and how it can solve customer problems.
- Build relationships with suppliers to ensure that we get the support needed when we need it.
- From time to time, travel to customers to understand service issues and solve them.
- Be personally involved with key customers and their challenges, especially lease customers.
Expect significant travel during the ramp-up period (first 6 months) to build customer and machine knowledge. With the rest of the leadership team, guide the company in its growth plan.
