Service Operations Manager

hace 3 semanas


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

The Service Specialist plays a pivotal role in ensuring the seamless operation of Authorized Service Centers (ASCs) to meet corporate objectives. This includes overseeing the correct functioning of ASCs, handling customer inquiries, and escalating complex cases to appropriate managers or specialists for resolution.

Key Responsibilities:

  • Leadership and Strategy:
    • Develop and evaluate performance goals, driving cross-functional engagement to achieve strategic objectives and exceed metrics.
    • Plan and coordinate ASC trainings and leadership meetings, developing support content to enhance knowledge and skills.
  • Operational Oversight:
    • Direct and coordinate after-sales activities for assigned ASCs, conducting annual evaluations and audits to ensure adherence to regulations and quality standards.
    • Assist in the approval process of electronic warranty claims, collaborating with Technical Service to ensure timely resolution.
    • Provide expert after-sales product knowledge to distributors and end-users, executing strategic initiatives to capture market share and drive sales growth.
    • Develop primary knowledge of the marketplace, including trends in product and application, competition, and channels of distribution.
  • Customer Service Excellence:
    • Position yourself as an expert resource and leader, supporting the field sales, marketing, and Service organizations in implementing NPD processes and operations.
    • Drive resolution for customer and Milwaukee field team escalations, functioning as a liaison between Service branches, customers, and field teams.
    • Ensure customer satisfaction by maintaining exacting standards of service quality, strategically planning customer visits and partnering with Sales/Jobsite Solutions to cultivate relationships.
  • Quality and Continuous Improvement:
    • Stay current with industry trends and advancements, using technical expertise to support New Product Development, execution, and innovation.
    • Identify areas for improvement and implement process enhancements, working with ASC Management/Ownership to ensure Repair Technician teams adhere to quality standards.
  • Reporting and Analysis:
    • Prepare and present regular operational reports to leadership, analyzing operational data to identify trends, issues, and opportunities.
    • Utilize data-driven insights to make informed decisions, driving business growth and improvement.

Requirements:

  • Bachelor's degree or equivalent experience preferred, preferably in a Business-related or Engineering field.
  • Minimum of three years experience in a Sales/Service/Operations related field with account management preferred.
  • Proficient in computer skills and Microsoft Office applications, with effective business communication skills and a broad business perspective.
  • Strong leadership and team management skills, with excellent problem-solving and decision-making abilities.
  • Bi-Lingual (English/Spanish) with strong Verbal and Written English fluency preferred, and proficiency in operational management software and tools.
  • Ability to work under pressure and manage multiple priorities, with a valid driver's license and ability to travel up to 60% of the time.


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