What are the responsibilities and job description for the Regional Operations Director position at BYSTRONIC INC?
Who we are. What we do.
We are Bystronic – a global technology company passionate about creating an impact for a sustainable future with sheet metal and beyond.
We want to work with people who support us in creating innovative solutions to move our industry forward. Our focus is on automating the complete material and data flow of the laser cutting and bending process chain.
In a nutshell:
The Regional Operations Director leads all operations activities in the region, ensures a cohesive end to end customer experience, and drives strategic service management and profitability.
What you will be doing:
- Oversees all ops. activities in the assigned region, including field service/repairs, installation and customer service?
- Leads the ops. team to ensure a holistic customer experience, working closely with sales and focusing on customer satisfaction and loyalty?
- Drives strategic service management, operational efficiency, and sales and profit goals in alignment with the centrally defined service strategy?
- Aligns all strategies, priorities, work guidance, budgets & KPIs with centrally defined guidelines (e.g. Financial Planning, Training, Resource Planning, Goal Setting & Appraisal)?
- Comply with guidelines set by SVP in alignment with product and pricing management ?
- Does centrally enacted target setting, performance reviews and hiring/firing decisions as well as training requirements for operations employees in alignment with the SVP?
- Aligns critical day-to-day decisions with ops. leadership and manages all other service-related decisions in line with standard operating procedure?
- Adheres to centrally defined escalation processes
- Works with the Regional Sales Directors on customer satisfaction.
Key tasks and Responsibilities:
- Operations Leadership: Executes operations activities across the region, aligning with Americas strategic goals and focusing on consistent achievement of targets. Manages the local (customer) service and installation team, evaluates performance, and ensures customer satisfaction utilizing our world class service KPI’s and programs. Manages resources, and drives improvement initiatives to enhance service quality, and operational efficiencies.
- People Leadership: Leads motivated operations team, setting clear goals aligned with global strategy, providing regular feedback, and facilitating professional development and conducts performance reviews, identifies improvement areas, and drives an inclusive working environment in line with Bystronic culture?
- Coordination & Management: Facilitates customer experiences and inter-departmental collaboration and guides regional integration. Drives collaboration between sales and operations with the common goal of customer satisfaction.
KPI’s:
- Net Promoter Score (NPS): Measure of customer loyalty and satisfaction
- Customer Retention: measured by repeat machine sales? and ongoing after sales investments
- Commercial: Financial performance on service & aftersales products?
- Operational KPIs such as FTFR, RFR, MTTR?
- Service Cost Efficiency?
- Compliance with Service Standards?
- Employee Engagement Score & Employee satisfaction
