What are the responsibilities and job description for the Global Services Operations Manager position at Miraclon Corporation?
About us:
Miraclon is the home of FLEXCEL Solutions, which have helped transform flexographic printing for more than a decade. The technology, including the industry-leading FLEXCEL NX and FLEXCEL NX Ultra Systems, and FLEXCEL NX Print Suite that enables PureFlexo™ Printing, maximizes on-press efficiency, delivers higher quality and overall best-in-class results. With a focus on pioneering image science, innovation, and collaboration with industry partners and customers, Miraclon is committed to the future of flexo and continues to be positioned to lead the charge. Find out more at www.miraclon.com, and follow us on LinkedIn and YouTube.
Position Description:
The Global Service Operations Manager is responsible for leading Miraclon's global service operations to deliver seamless, efficient, and customer-focused service solutions. This role drives process improvements, by working together with different departments to optimize spare parts logistics, manage escalations, and ensures successful new product integrations while leveraging data analytics for strategic decision-making.
Join a pioneering company dedicated to innovation, service excellence, and sustainability in the flexographic printing industry. Miraclon offers a dynamic environment for professionals to grow and contribute to delivering unparalleled customer value through innovative solutions.
Job Responsibilities:
- Reports to the Miraclon Global Commercial Services Business Director.
- Key participant on the Miraclon Global Service Team.
- Service Process Optimization: Execute globally agreed initiatives to improve service efficiency, implementing process improvements and best practices across all regions.
- Spare Parts Logistics: partners with supply-chain to keep the spare parts inventory up to date in order to maintain cost-effective and timely availability of materials.
- Data-Driven Decision Making: Utilize analytics and key performance indicators (KPIs) to monitor service performance and drive continuous improvement.
- Case and Escalation Management: Ensure swift and effective resolution of customer cases using Salesforce CRM and manage escalations to maintain high customer satisfaction.
- New Product Integration (NPI): Co-Coordinate operational readiness for the introduction of new products, ensuring alignment with sales, R&D, and service teams.
- Global Collaboration: Works closely with regional service managers to enhance service delivery, align goals, and achieve consistent global standards.
- Change Management: Design and execute change management strategies to ensure smooth adoption of new processes and technologies across the service organization.
- Customer Satisfaction: Drive pre-agreed initiatives to enhance customer experience, ensuring compliance with SLAs and timely resolution of complaints.
- Installation Coordination: Collaborate with sales and regional teams to ensure successful installation and setup of new equipment.
Education, Skills & Experience:
- Bachelor’s degree in Engineering, Operations, Supply Chain Management, Business, or a related field (Master’s degree preferred).
- Minimum of 8 years of experience in global service operations, project management, or supply chain management.
- Strong expertise in process improvement methodologies (e.g., Lean, Six Sigma).
- Advanced skills in data analytics, including experience with tools such as Power BI, Tableau, or similar platforms.
- Proven ability to lead cross-functional teams and manage complex projects across global regions.
- Excellent knowledge of CRM systems (e.g., Salesforce) and ERP systems (e.g., SAP, M3).
- Exceptional communication, collaboration, and leadership skills, with the ability to influence at all levels of the organization.
- Familiarity with the flexographic printing industry or related technical markets is a plus.
- Fluent in English; additional languages are a plus.