Service Operations Manager

5 days ago


Sturtevant, Wisconsin, United States Putzmeister Full time
Job Summary

We are seeking a highly skilled Service Manager to join our team at Putzmeister. As a Service Manager, you will be responsible for providing exceptional technical support to our customers and dealers, driving service excellence, and maximizing customer satisfaction.

Key Responsibilities
  • Service Team Leadership: Provide strategic leadership and development to the service team, ensuring they have the necessary skills and resources to deliver exceptional service.
  • Service Support Channel Development: Develop and implement an effective service support channel to ensure timely and efficient resolution of customer issues.
  • Customer Service Support: Provide technical and customer service support via various channels, including direct field visits, to ensure customer satisfaction and retention.
  • Key Performance Indicators (KPIs): Develop and track KPIs to effectively manage the service department and drive continuous improvement.
  • Troubleshooting and Problem-Solving: Diagnose technical issues and determine proper solutions and next steps to ensure timely resolution of customer problems.
  • Customer Relationship Management: Develop and promote customer relationships to gain a clear understanding of customer needs and means to satisfy them.
  • Continuous Improvement: Drive continuous improvement in service, warranty, and other management processes to ensure exceptional customer experience.
  • Relationship Building: Cultivate relationships with customers and dealers throughout North, Central, and South America to drive business growth.
  • Service Business Growth: Leverage service business to drive new equipment growth and revenue.
  • Scheduling and Coordination: Coordinate scheduling for the field service team based on customer needs and workflow to ensure efficient service delivery.
  • Technology Advancement: Identify new technologies to better provide service to our customer base and stay ahead of industry trends.
Requirements
  • Leadership Experience: Proven experience leading and growing a service team to drive exceptional results.
  • Communication Skills: Effective communication skills to interact with customers and co-workers at all levels.
  • Warranty Management: Experience managing warranty policy and claims to ensure seamless customer experience.
  • Benchmarking and KPIs: Experience with benchmarking and KPI-driven management to drive continuous improvement.
  • Training and Development: Ability to train customers and employees to ensure knowledge transfer and skill development.
  • Technical Background: Technical background in a related field, such as business or service management.
  • SAP Experience: SAP experience a plus, but not required.
Education and Certification
  • Bachelor's Degree: Bachelor's degree in business or service management or equivalent experience.
  • Technical Background: Technical background in a related field, such as business or service management.
  • SAP Experience: SAP experience a plus, but not required.
Physical Demands
  • 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.
Work Environment
  • 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 Requirements: Proper closed-toe and heel footwear is required while in the shop.


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