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Customer Service Operations Manager

Odvětví: Strojírenství & Průmysl Pracovní poměr: Hlavní pracovní poměr
Typ směny: N/A Počet zájemců: 3
Přidáno před: 2 měsíci Referenční číslo: X3-523214

My client is looking for an experienced Operations Manager to provide leadership to the Sales order processing team and Service Operations for the division based in Hatfield. You will also be required to:

  • Manage the business processes and review the procedures to optimise efficiency and create high levels of customer experience
  • Manage the service operations to provide class leading technical training, repair services and on site services which include emergency call out, service contracts and engineering projects
  • Create and manage quotations for services ensuring a profitable outcome and maintaining agreed margins
  • Manage the services contractor base, reviewing performance and capabilities to ensure compliance with company standards
  • Develop methods for simple self-help mechanisms that customers want to use

This role will have influence over the Sales administration functions, Field service operations, Customer and Internal Training, Technical support services and engineering workshop and repair operations and will have 9 direct reports.

Knowledge, Skills, Qualifications, Experience required

  • Extensive knowledge of technical services covering asset management, service contracts, engineering projects and service delivery into an industrial environment
  • Knowledge of typical logistics processes, import and export compliance.
  • Familiar with Lean management principles to evaluate processes and refine
  • Excellent written and verbal communication skills
  • Can create presentations, quotations and proposals
  • Experience with managing teams and other managers as direct reports
  • Can evaluate, audit and appoint qualified contractors to support the companies service and engineering requirements
  • Qualified to HNC / Degree level in and engineering sector or equivalent
  • Comfortable with working with Business IT systems and MS Office applications

Key Results Areas

  • High level of customer satisfaction
  • Profitable service operations
  • Industry leading training services
  • Responsive service to customer enquiries of all natures
  • Growth in service capabilities
  • Growth in service revenues
  • Maintain strong relationship with channel partners

Communication & Working Relationships

  • Management of direct reports to achieve personal and business goals
  • Inter relationships with Senior management team of division to achieve division goals
  • Responsive communications with Account managers

This is a great opportunity working for a great organisation. 

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