Service Delivery Manager

hace 1 mes

Miguel Hidalgo, Ciudad de México Milwaukee Tool A tiempo completo
{"Responsibilities": "Job Description:

Under the direction of and reporting to the Service Director, the primary duty of the Service Specialist is to ensure the correct operation of the Authorized Service Centers (ASC) to meet corporate objectives: Turn Times, User Experience with repairs at ASC and Service KPIs. Also handles customer inquiries and issues, escalates complex or urgent cases to appropriate managers or specialists for resolution.

Key Responsibilities:

  • Customer Service:
    • Position self as expert, resource and leader with the field sales, marketing and Service organizations for support and implementation of NPD processes, programs and operations, and proactively assist in solutioning proper service support for distribution and end users.
    • Drive resolution for customer and Milwaukee field team escalations for repairs, warranty guidelines and program support. Function as a liaison between the Service branches, our customers and field team.
    • Ensure customer satisfaction by maintaining exacting standards of service quality.
    • Strategically plan customer visits and partner with Sales / Jobsite Solutions (JSS) to cultivate relationships, deliver presentations, offer innovative after-sales programs and communicate plans. Create opportunities for the account/end user to grow their relationship and business with Milwaukee Tool, leveraging after-sales solutions vs. competitive programs. Present reports to the accounts which show after-sales KPI tracking and areas of concern and/or opportunity.
  • Operational Oversight:
    • Oversee, direct, and coordinate all after-sales activities for assigned ASCs, including conducting an annual evaluation and audit of ASCs in assigned markets to guarantee adherence to regulations, established procedures, quality and the achievement of partnership objectives.
    • Assist in approval process of all electronic warranty claims by ACS in a timely manner with Technical Service.
    • Provide expert after-sales product knowledge to the distributor and end-user customer base, execute strategic initiatives (including expansion), collaborate with sales and Jobsite Solutions (JSS) to capture market share, drive sales growth, and foster strong relationships.
    • Develop primary knowledge of the marketplace (users, applications, products, competition, and channels).
    • Provide feedback from the field to corporate management regarding trends in product and application associated with new After-Sales products and services.
  • Quality & Continuous Improvement:
    • Stay current with industry trends and advancements to maintain an elevated level of technical expertise and use to assist in New Product Development support, execution and innovation.
    • Identify areas for improvement and implement process enhancements.
    • Work with ASC Mgmt. / Ownership to ensure that Repair Technician teams adhere to quality standards and best practices learned during training and execute to deliver to metrics.
  • Reporting and Analysis:
    • Prepare and present regular operational reports to leadership.
    • Analyze operational data to identify trends, issues, and opportunities.
    • Utilize data-driven insights to make informed decisions.

Requirements:

  • Bachelor's degree or equivalent experience preferred. Preferably Business-related or Engineering field.
  • Minimum of three years experience in a Sales/Service/Operations related field with account management preferred.
  • Must be proficient in computer skills and Microsoft Office applications.
  • Must possess effective business communication skills, broad business perspective, and market savvy.
  • Strong leadership and team management skills.
  • Excellent problem-solving and decision-making abilities.
  • Bi-Lingual (English/Spanish). Strong Verbal and Written English fluency preferred.
  • Exceptional communication and interpersonal skills.
  • Proficiency in operational management software and tools.
  • Ability to work under pressure and manage multiple priorities.
  • Must possess valid driver's license.
  • Ability to travel up to 60% of the time (Domestically, International- LATAM & USA)
  • Requires a valid passport. Valid US Visa preferred

Working Conditions:

  • Hybrid work.
  • Stand/Walk approximately 50-90% of workday
  • Sitting 10-50% of workday; or, at desk for 20-30 hours per week.
  • Regularly lift/push/pull/carry materials and tools weighing 25 lbs.
  • Occasionally lift tools up to 75 lbs.
  • Office work approximately 40-60% of workday.
  • Frequently set-up and operate displays of tools – requiring use of hands, bending and/or kneeling and/or crouching, and/or stooping.
  • Ability to occasionally operate equipment with severe vibration and strong torque.
  • Key in computer data 20-30 hours/week.
  • Normal vision/peripheral vision required to safely operate powered hand tools and drive a vehicle.
"}

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