Global Service Operations Director
4 weeks ago
CFR Engines, Inc. is a leading global manufacturer of petroleum fuel testing equipment, committed to innovation, quality, and excellence. We're seeking a highly skilled Global Service Operations Manager to join our team in Pewaukee, WI.
Key Responsibilities:- Develop and implement scalable service models, best practices, and standards to enhance customer satisfaction and reduce resolution time.
- Create clear, measurable metrics and goals to ensure the support team delivers world-class service through various channels.
- Establish consistent escalation paths for customer support/service issues, ensuring efficient and effective resolution across departments and segments.
- Provide leadership to manage product performance inquiries, warranty issues, and field support activities, ensuring timely resolution of service support needs.
- Establish rhythms for CFR's Global Service team and Channel Partner service team meetings, focusing on best practice sharing and validation of common and consistent global service methodology and practices.
- Maintain strong relationships with customers by managing escalated customer support/satisfaction concerns and proactively communicating with key customer contacts.
- Coordinate with manufacturing and engineering to resolve problems beyond service technicians' experience or training.
- Identify, assess, and report market trends and competitive intelligence.
- Support service objectives through participation in professional and trade organizations.
- Promote Environmental, Health, & Safety (EHS) objectives across the field service team to ensure adherence to legal, regulatory, and company policies.
- Bachelor's degree in service management, business administration, engineering, or a related field.
- Minimum 5 years of experience managing a global team of technical support specialists and service operations.
- Proficiency in using tools and software for service management, such as CRM, ERP, or ITSM systems.
- High level of proficiency in Excel and PowerPoint, with functional knowledge of other MS Office applications.
- Ability to travel domestically and internationally, sometimes with little advance notice (~25%).
- Effective communication and interpersonal skills, with the ability to adapt to different cultures and preferences.
- Leadership skills, with the ability to direct, mentor, and grow a diverse team.
- Data analysis skills, with the ability to make sound decisions on suitability and effectiveness of corrective and preventive actions.
- Competitive compensation package.
- Flexible schedule.
- Dynamic work environment.
- Comprehensive benefits package, including health insurance, life insurance, disability insurance, paid time off, and a 401(k) retirement savings plan with employer match.
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