Description
The Service Operations Manager is accountable for all the Technical Services core systems; Parts & Logistics support processes and Service Analytics activities for our customer. This new role is responsible for the development of service processes, implementation, communications and maintenance for all service supported systems. Building up and managing a team consisting of a global scheduler, complaint focus lead and a spare parts manager that maintain and report of all service metrics including customer satisfaction programs. The team is expected to establish and implement strategies consistent with the Sales, Service, and Marketing.
Activities: - Is the driver and guide for change within the service organization - Participate in active monitoring of service quality trends for instrument platforms hardware/software and provide recommendations - Develop and implement strategies to optimize organizational process efficiency and quality - Continuously monitor customer satisfaction and improvement - Develop and administer budgets in organizational cost centers - Promote and encourage development and utilization of electronic media and resources - Assist in implementation, creation and evaluation of emerging technological tools to provide improved customer service and support - Work with other members of the Service Leadership Team to establish and maintain 'Best Practices' in service management - Develop and improve service communications - Drive customer ownership throughout the entire organization - Manages the team, provides leadership and coaches individuals - Provides safe working environment and ensure procedures are followed - Develop, implement and maintain service processes with the integration of SAP, ServiceMax, etc - In concert with the global service leadership team develops processes and systems to support an efficient customer call handling process