Good Afternoon! Our team is currently recruiting a Regional Service Operations Manager, to based at our Corporate Office in NC. Please let me know if you have any questions/interest and I hope you enjoy your Tuesday!
Leads Service Operations initiatives through the Americas regarding process standardization, development & implementation of tools for office profitability and working capital improvements. Defines & implements service business models to support current & future customer needs. Partner with the Customer Center service managers on improving Day-to-Day operations in service operations processes and long term process development planning.
Partner with business leadership and functions in ITS Americas, including sales, marketing, customer service, branch operations, distribution and logistics, manufacturing and IT to define standard processes for service execution business. Following gap analysis between current operations and lean principles, work with leadership to prioritize, develop, and implement plans for closing the gaps. Incumbent will lead those initiatives to completion and achieve continuous improvement in customer satisfaction, service profitability and consistent business process deployment throughout the region
Process Standardization –In collaboration with district & office leadership, develop & implement standard service work processes and establishes the fundamental standardization of business processes across the Americas.
Performance Improvement –Through development & implementation of standardized tools and processes enables and supports improved financial performance in overall business strategies and goals as well as Customer Satisfaction.
Strategic Business Design –Develop & plan implementation and enhancement of business models based on benchmarking and customer future requirements. Actively participate on sector initiatives, benchmarking throughout service industries, etc. Establish and support best practices.
Operations Management – Develop & implement tools to facilitate effective Day-to-Day use of labor, materials, inventory, equipment and capital to meet customer requirements.
Training and Development –Determines district knowledge gaps relative to service operations. With appropriate departments, develop & implement training needed to close the gaps. Analyzes future training needs based on teams current capability and future customer requirements. Works collaboratively with others to build competency for current and future service opportunities with customers. Identify opportunities to improve transactional processes impacting customer experience in terms of Right Part, Right Technician and Right Time.
Experience: 5-7 years
Education: Bachelors Degree
Scope: ITS Americas Services interacts with all Channels of Business including Customer Centers, Distributors, Strategic Accounts, and Latin America across all product lines. Additionally, the department interacts with Manufacturing, Distribution and Logistics, and Marketing to support the Americas Service business. This role will primarily interact with Field operations (both central and at the Customer Center level), supporting $450MM in After Market Parts and Services Operations.
Position requires critical thinking skills to address complex problems from multiple sources as well as those necessary to identify problems through financial, statistical and logic-based analysis.
Analysis examples include gaps in the data entry processes of the field that may cause financial reporting errors during rolls ups. Investigation would include determining why the data entry gap exists (training, not seen as value added in the field, too difficult to maneuver) and then identify a viable course of action. Additionally, this plan but get buy in from all parties involved including field operations, IT and upper management therefore Change Management, Collaboration and Influencing skills are a must!
Candidate must be able to identify a current “as is” state, identify waste and facilitate and improved future state. Implementation of these new processes will require strong collaboration and influencing skills. A cooperative spirit is a necessity for success in this position.
Candidate will need to establish standard business processes across their region that will facilitate continual communication, training and maintenance of new service operations processes as they are released
Seeking candidates eligible for employment in local country/region.
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