Service Operations Manager

Description

Opportunity:

Service Operations Manager

About You

• Strategic thinker
• Strong technical aptitude
• Strong customer focus
• Excellent communications, both written and verbal
• Emotional Intelligence - ability to manage difficult or emotional customer situations
• Conflict resolution skills
• Professionalism
• Quality driven
• Computer skills – Microsoft Word/Excel, inventory software, design software, order processing systems, manufacturing software, database software and contact management systems

What You’ll Be Doing

• Manage and mentor a team of service professionals, including engineers, field service technicians, customer support representatives, and service coordinators.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Establish clear goals, provide regular performance feedback, and support professional development.
• Team development, to include proper training, personnel levels and technology requirements required by our customers or the company to facilitate the levels of service required
• Responsible for managing, overseeing and facilitating all administrative policies and procedures for the Service Department.
• Establishes and maintains processes and procedures for departmental efficiency
• Monitor service metrics and KPIs to ensure alignment with company goals and customer expectations.
• Drive operational improvements by identifying bottlenecks, inefficiencies, and opportunities for innovation.
• Serve as the primary point of escalation for complex service issues, ensuring timely resolution and customer satisfaction.
• Collaborate with sales and engineering teams to understand customer needs and tailor service offerings accordingly.
• Serves as the primary interface between customer service needs and the engineering department by working closely with the engineering manager, functional leaders, and SMEs
• Analyze customer feedback to refine service strategies and improve the overall customer experience.
• Works to identify trends in product quality and/or product reliability and takes the actions necessary to mitigate these issues in future company products by communicating with sales and engineering management
• Maximizes the use of all available software (Genius and Salesforce) with the goal of promoting efficient responses, service call tracking and quoting/invoicing for all departmental efforts.
• Works with department managers and the executive team to implement goals and strategies to increase department efficiency.
• Responsible for determining the application of warranty compliance and works with Sales & Marketing to determine exceptions while ensuring customer satisfaction.
• Responsible for ensuring proper customer interaction via the Inside Customer Service Representatives (CSR’s). 
• Determines when field service calls are appropriate, either under warranty consideration or as a paid service.  Oversees staff hours, number of personnel, parts and equipment required for service call. Co-ordinates scheduling of non-service related personnel.
• Manage service budgets, including resource allocation and cost control
• Identify opportunities for cost reduction without compromising service quality.
• Support the development of service-related revenue streams, such as maintenance contracts and machine retrofits.

Required Skills

• BA/BS is required (technical field is preferred) 
• Minimum of five years’ managing a customer service/technical services department
• Manufacturing/technical background preferred

Benefits:

• Competitive salary
• Bi-annual bonus potential
• Comprehensive benefits package (health, dental, life insurance, AD&D, parental leave)
• Flexible PTO & Sick Time
• Fun office atmosphere with catered lunches, group activities, and happy hours
• 401(k) with employer contribution

Work Environment

This position operates in a professional office environment. The employee is occasionally exposed to a variety of conditions within the plant.  The noise level is usually moderate.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit. The employee is occasionally required to stand and walk.

ABOUT US

Established in 1976, Beckwood is the world’s leading supplier of hydraulic and servo-electric presses, automation equipment, and industrial solutions. Our machinery is used by companies worldwide to manufacture the products we use every day. From airplanes to pacemakers and everything in between, our manufacturing solutions make the world smarter, faster, healthier, and safer.

Our people are the heartbeat of our organization. We come to work each day for the challenge and approach every project with a can-do attitude. We are competitive, fun-loving, and creative—with a passion for customer satisfaction. Learn more about our culture at beckwoodpress.com/careers.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.