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Job Summary : The Customer Service and Field Operations Manager will be responsible for leading our customer service team and overseeing field operations.
You will play a critical role in the post-install stage of a products lifecycle. Job Responsibilities : Customer Service Team Management : Lead and oversee customer service representatives and operations to ensure timely and efficient resolution of customer issues and complaints to ensure a high level of customer satisfaction.
Field Operations Team Management : Lead and oversee field operation teams to ensure timely and efficient product pre-installation testing, installations, repairs, and maintenance.
Coordinate with field technicians and internal / external obligations to schedule and prioritize tasks and assign / schedule field technicians to optimize service coverage and response times.
Team Management and Development Provide training and support to field technicians to ensure technical competency, customer service excellence, and ensure compliance with safety standards and regulations.
Recruit, train, and develop customer service and field operations teams. Improve, develop, and implement policies, procedures, and standards.
Collaborate with sales, marketing, customer project manager, product development and engineering teams to develop and implement operational strategies aimed at improving service efficiency and effectiveness.
Customer Satisfaction and Relationship Management : Drive and monitor customer issues, feedback and satisfaction levels taking proactive measures to address any issues or concerns in a timely manor.
Maintain and manage a field issue database to identify and highlight endemic issues. Build and maintain strong relationships with customers, ensuring their needs are met and exceeded.
Serve as a point of escalation for complex customer inquiries or complaints, resolving issues in a timely and satisfactory manner.
Performance Analysis and Reporting Set clear objectives and performance targets and monitor team performance and productivity, ensuring adherence to quality standards and service level agreements.
Utilizing the results of the analysis and reporting, use data-driven insights to make informed decisions and drive continuous improvement initiatives.
Prepare reports for upper management review Other responsibilities as required. Qualifications and Skills : Bachelor's degree in Business Administration, Operations Management, or related field.
MBA or equivalent experience is a plus. 10 years’ experience in customer service with experience in managing customer service and field operations teams in a technical industry.
Strong leadership skills with the ability to motivate and inspire teams to achieve goals. Excellent communication and interpersonal skills (verbal and written), with the ability to effectively interact with customers, team members, and stakeholders.
Analytical mindset with the ability to interpret data, problem-solve with a focus on delivering exceptional service and resolving issues promptly with a willingness to get hands on.
Ability to work effectively in a fast-paced, dynamic environment and manage multiple priorities simultaneously while maintaining a high attention to detail.
Technical / Manufacturing experience highly recommended Knowledge of industry trends, best practices, and regulatory requirements related to client services and customer experience.
A well-rounded individual that is a self-starter and has good self-management / organization skills a must Proficiency with Microsoft Office Suite (Word, Excel, Outlook, Publisher) CRM / ERP / Ticketing System Experience (M2M / Heat / NetSuite) Skyline Products is an Equal Opportunity Employer;
all decisions are made without regard to race, color, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, gender identity, or any other legally protected status. Powered by JazzHR
Last updated : 2024-04-30
Full Time
$117k-146k (estimate)
05/01/2024
05/11/2024
skylineproducts.com
COLORADO SPRINGS, CO
200 - 500
1970
Private
ROBERT STADJUHAR JR
$10M - $50M
Skyline Products designs, manufactures, supplies and services electronic price displays and central control software.
The job skills required for Operation manager include Leadership, Customer Service, Team Management, Microsoft Office, Continuous Improvement, Customer Satisfaction, etc. Having related job skills and expertise will give you an advantage when applying to be an Operation manager. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Operation manager. Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for Operation manager positions, which can be used as a reference in future career path planning. As an Operation manager, it can be promoted into senior positions as a Senior Operations Manager that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Operation manager. You can explore the career advancement for an Operation manager below and select your interested title to get hiring information.
If you are interested in becoming an Operation Manager, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become an Operation Manager for your reference.
Step 1: Understand the job description and responsibilities of an Accountant.
Quotes from people on Operation Manager job description and responsibilities
A operations managers supervise, hire, and train employees, manage quality assurance programs, strategize process improvements, and more.
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Operations managers are ultimately responsible for maintaining and increasing the efficiency of a business, agency, or organization.
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Operation managers communicate with stakeholders, vendors, managers, and the board of directors.
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Hitting financial targets and making deadlines are crucial responsibilities of the operations manager.
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Operations managers are directly responsible for the production of goods or provision of services.
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Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.
Career tips from people on Operation Manager jobs
From hospitals to banks and retail stores, just about every organization needs an operations manager to run the day-to-day business.
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Operations managers are usually experienced leaders.
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Oversee numerous departments at once.
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Operations managers need to constantly develop their skills.
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Operations managers usually have to oversee almost every department of a business.
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