Manager, Operations

Nikkiso Clean Energy & Industrial Gases is a leading provider of cryogenic pumps, heat exchangers, process systems, services, and solutions for the LNG and industrial gases industry. We are a subsidiary of Nikkiso Company Ltd, a leading industrial manufacturer headquartered in Tokyo, Japan, with over $1.5B in annual revenue, 8000 employees worldwide, and publicly traded on the Tokyo Stock Exchange.

Nikkiso Cryogenic Services (NCS) is an industry leader in the provision of services to the industrial gas and air separation industries, enhanced oil recovery operations, marine, clean energy, and alternative fuels markets. Boasting a vast portfolio of innovative solutions, cutting-edge technology, and expert services, the company stands tall as a go-to service provider for a wide range of clients. The company has carved a niche for itself in the market with its consistent delivery of top-tier services that are tailored to meet the specific needs of each industry. Our products have been instrumental in enabling customers to realize safer, greener, and more sustainable operations. From liquefied natural gas (LNG) systems to industrial gas equipment, every product is designed and manufactured with the utmost consideration for safety and environmental sustainability.

Nikkiso Cryogenic Services is not just a leading service provider to a range of industries, but also a champion of safer, greener operations. Its products and services are designed to meet the dual objectives of operational efficiency and sustainability, helping clients achieve their goals while minimizing environmental impact.

Summary/Objective

Reporting to the NCS Americas General Manager, the Operations Manager is responsible for overseeing and managing all aspects of the Aftermarket Services (AMS) Customer Center. The position leads a team, manages workload and resource allocations, and implements strategies to optimize efficiency and effectiveness while ensuring quality, safety and all compliance requirements are met. The role is accountable for continuously increasing Customer Center revenue and profitability, ensuring customer satisfaction and meeting or exceeding customer expectations with deliverables that are on time and within budget.

Position location is located at the NCS Customer Center in Pittsburg, Pennsylvania.

Essential Functions/Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Overall

• Perform role and responsibilities of site leader, developing and executing a strategy and plan for substantial year-over-year profitable growth in revenue and EBIT.
• Establish and monitor KPIs.
• Ensure delivery of quality product on time while improving existing processes and supporting customer requirements.
• Place keen focus on customer service, finding way to increase customer satisfaction.
• Maximize workshop utilization, efficiency, resource planning, and 5S, monitoring progress toward achievement.
• Ensure that established costs, quality standards, customer satisfaction expectations, and on-time delivery commitments are met.

Accounting & Finance

• Develop and manage annual operations budget, monitor and control expenses to ensure that they remain within budgetary constraints.
• Prepare forecasts and report monthly financial and business status updates, ensuring transparency and accountability.
• Examine financial data and use it to improve profitability.

Operations

• Oversee the delivery of aftermarket services, including repairs, maintenance, and support, ensuring timely and quality service.
• Work with customer service team and project coordinator to manage all incoming customer requests for their schedule needs.
• Develop and implement operational strategies that improve the efficiency, productivity, and profitability of the workshop operations
• Forecast and manage labor hours and needs, providing a 3-month look ahead.
• Review production and operating reports, manage job scheduling and on time delivery.
• Drive maintenance of accurate and sufficient inventory processes and warehouse efficiency.
• Ensure all operations comply with company policies, Federal safety, industry, and regulatory standards and requirements.
• Maintain positive relationships with key stakeholders, including suppliers, customers, and other external and internal partners
• Maintain processes for accurate submittal and maintenance of documentation for workshop activities, such as service records, inspection reports, issues, job documentation, and so forth.
• Collaborate across U.S. Customer Centers to align and share practices.
• Serve a facility manager for the location.
• Support QMS requirements in areas of responsibility for conformance with state and federal regulations, including providing support to ongoing ISO process and procedures development, implementation, and monitoring.
• Manage and ensure all related safety processes and compliance requirements are met.

Leadership

• Lead and manage the Customer Center team of administrative, customer service, and workshop operations talent, providing direction, feedback, and career development, while coordinating all work to meet goals and objectives within a time-sensitive and demanding environment.
• Identify, recruit, interview, onboard, and train the Customer Center team as well implement and maintain programs that ensure the ongoing engagement and high performance of team members.

Competencies

Business & Operations

• Strong business and financial acumen
• Ability to think strategically and make informed decisions, analyzing data, identifying trends, and developing effective strategies to optimize operations and drive efficiency.
• Competence in budgeting, forecasting, financial analysis and reporting, allocating resources, and managing costs in an industrial manufacturing environment.
• Ability to analyze/manage operations within budgetary constraints and make informed decisions that contribute to the financial health of the organization.
• Ability to identify challenges and develop practical and efficient solutions in a dynamic and fast-paced environment.
• Ability to organize time and resources to ensure that operations run smoothly with deadlines met and goals achieved.
• Ability to plan, prioritize, and execute work to achieve goals with excellent follow through and follow up.
• Results oriented with ability to work under pressure.
• Detail oriented with a focus on continuous process improvement.
• Possess strong customer service orientation with knowledge of customer service principles and the ability to implement these to ensure customer satisfaction.
• Strong commitment to understanding customer needs and proving excellence service.

• Ability to build and effectively lead a diverse team to achieve business objectives.
• Excellent ability to delegate responsibilities while maintaining organizational control of operations and customer service.
• Ability to manage, motivate, and develop people within the team through positive encouragement and incentive initiatives as well as performance management and talent development.
• Proficiency in conflict management.
• Skilled in fostering teamwork and collaboration among their team members, promoting a positive work culture, encouraging open communication, and recognizing and utilizing the strengths of individual team members.
• Ownership for own actions, behaviors, performance, and decisions.
• Initiative and self-motivation with very strong sense of urgency.

Ability to travel as needed.

Competencies

Business & Operations

• Strong business and financial acumen
• Ability to think strategically and make informed decisions, analyzing data, identifying trends, and developing effective strategies to optimize operations and drive efficiency.
• Competence in budgeting, forecasting, financial analysis and reporting, allocating resources, and managing costs in an industrial manufacturing environment.
• Ability to analyze/manage operations within budgetary constraints and make informed decisions that contribute to the financial health of the organization.
• Ability to identify challenges and develop practical and efficient solutions in a dynamic and fast-paced environment.
• Ability to organize time and resources to ensure that operations run smoothly with deadlines met and goals achieved.
• Ability to plan, prioritize, and execute work to achieve goals with excellent follow through and follow up.
• Results oriented with ability to work under pressure.
• Detail oriented with a focus on continuous process improvement.
• Possess strong customer service orientation with knowledge of customer service principles and the ability to implement these to ensure customer satisfaction.
• Strong commitment to understanding customer needs and proving excellence service.

• Ability to build and effectively lead a diverse team to achieve business objectives.
• Excellent ability to delegate responsibilities while maintaining organizational control of operations and customer service.
• Ability to manage, motivate, and develop people within the team through positive encouragement and incentive initiatives as well as performance management and talent development.
• Proficiency in conflict management.
• Skilled in fostering teamwork and collaboration among their team members, promoting a positive work culture, encouraging open communication, and recognizing and utilizing the strengths of individual team members.
• Ownership for own actions, behaviors, performance, and decisions.
• Initiative and self-motivation with very strong sense of urgency.

Ability to travel as needed.

Equal Opportunity Employer/Veterans/Disabled

Nikkiso CE&IG is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.