Director of Service Operations. Job in Mount Prospect FOX8 Jobs

  • Job Reference: 425342349-2
  • Date Posted: 17 November 2021
  • Recruiter: Creative Financial Staffing
  • Location: Mount Prospect, Illinois
  • Salary: On Application
  • Sector: Executive Positions
  • Job Type: Permanent

Job Description

Position Overview:
Responsible for both the Operations and Service for the Americas Region.
Operations: will manage a team of 10 to 15 including assembly/configuration, distribution and purchasing.
Service: will manage a team of 10 to 15 people providing 24/7 support for cash handling equipment and software and manage the relationship with our outsourced field support partners.

Essential Job Functions:

Service Responsibilities:
• Manage a complex Service infrastructure that caters to widely varying types of end users
• Lead the Service team across the AMERICAS area, defining Service objectives, monitoring progress, and delivering within set timelines
• Managing relation, performance, and financials for regional Service Partner(s)
• As we continue to attract customers from the Retail segment, transform the Service organization to reflect the changing profile of our business and customer mix
• Drive development of Service programs, documentation, and tools to ensure smooth new product introductions and releases across AMERICAS
• Organize and manage customer feedback loops and cultivate and model an effective manner of handling customer complaints
• Maintain high levels of customer satisfaction relative to competition
• Build successful relationships with internal and external stakeholders
• Represent Service & Support on multidisciplinary project teams consisting of representatives from Marketing, Product Development and Manufacturing, while offering insight into customer feedback, previously unidentified needs and market opportunities
• Establish appropriate Service account management capabilities together with required technical skills
• Ensure that Service revenues and costs are in line with the business plan/budgetary requirements
• Create, update and implement reporting required to manage and further improve performance
Operations Responsibilities:
• Manage a warehouse team that receives and ships hundreds of items every week.
• Manage a production assembly / configuration team that performs both basic light assembly and highly technical product updates
• Manage the purchasing / buyer / planning function for a ~10 million dollar spend

Qualifications/Skills Required:

• Education level: Bachelor's degree in business or equivalent experience is required, ideally with a high level of understanding of software and mechanical and electrical engineering
• 5+ years' experience leading service organizations within a medium to large scale company, providing support to equipment customers
• Thorough understanding of and feel for the operations, technicalities, and commercial aspects of a service business
• Previous experience as an Operations Supervisor/Manager in a warehouse or production environment required
• Experience with supply chain / resource planning strongly preferred
• Experience with complicated products that involve precision electro-mechanical components and integrated computing and software systems.
• Exceptional verbal and written communication skills
• Strong influencing, networking, leadership, and relationship management skills
• High competence in project and stakeholder management
• Broad experience in performing within an international, multi-cultural environment on cross-functional teams
• A hands-on mentality - structured, committed, proactive, accountable and result-driven
• Proven track record of increasing responsibilities within customer service environments
• Solid knowledge of Helpdesk Support software, Asset Management tools, SLA Management, Inventory Management, Ticket Tracking and Remote Access
• Ability to travel internationally and obtain a valid passport
• Good communication skills, Spanish and French language skills is a bonus