Service Operations Manager

hace 4 semanas


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

As a Service Operations Manager at Milwaukee Tool, you will oversee the correct operation of Authorized Service Centers (ASCs) to meet corporate objectives. This includes ensuring timely turn times, excellent user experience with repairs, and meeting key performance indicators (KPIs). You will also handle customer inquiries and issues, escalating complex or urgent cases to appropriate managers or specialists for resolution.

Key Responsibilities:

  • Leadership and Strategy:
    • Develop goals and objectives, and self-evaluate performance to achieve those goals.
    • Drive cross-functional engagement with key business partners to achieve strategic objectives, exceed metrics, and deliver on critical improvement projects.
  • Operational Oversight:
    • Oversee, direct, and coordinate all after-sales activities for assigned ASCs, including conducting annual evaluations and audits to ensure adherence to regulations, established procedures, quality, and partnership objectives.
    • Assist in the approval process of electronic warranty claims in a timely manner with Technical Service.
    • Provide expert after-sales product knowledge to distributors and end-user customers, execute strategic initiatives, collaborate with sales and Jobsite Solutions (JSS) to capture market share, drive sales growth, and foster strong relationships.
    • Develop primary knowledge of the marketplace, including users, applications, products, competition, and channels.
  • Customer Service Excellence:
    • Position yourself as an expert, resource, and leader with the field sales, marketing, and Service organizations for support and implementation of New Product Development (NPD) processes, programs, and operations.
    • Drive resolution for customer and Milwaukee field team escalations for repairs, warranty guidelines, and program support. Function as a liaison between Service branches, customers, and field teams.
    • Ensure customer satisfaction by maintaining exacting standards of service quality.
  • Quality and Continuous Improvement:
    • Stay current with industry trends and advancements to maintain an elevated level of technical expertise and assist in NPD support, execution, and innovation.
    • Identify areas for improvement and implement process enhancements.
    • Work with ASC management and ownership to ensure Repair Technician teams adhere to quality standards and best practices learned during training.
  • Reporting and Analysis:
    • Prepare and present regular operational reports to leadership.
    • Analyze operational data to identify trends, issues, and opportunities.

Requirements:

  • Bachelor's degree or equivalent experience preferred, preferably in a business-related or engineering field.
  • Minimum of three years of experience in a Sales/Service/Operations-related field with account management preferred.
  • Proficient in computer skills and Microsoft Office applications.
  • 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) with 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.
  • Valid driver's license and ability to travel up to 60% of the time (domestically and internationally).


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