What are the responsibilities and job description for the Operations Manager - Field Support position at Werres Corporation?
Operations Manager - Field Support
The Operations Manager - Field Support is a full-time, salaried position. The Operations Manager reports to the Vice-President of Operations.
Primary Job Responsibilities
Provide support and guidance to a continually expanding operations team of 100 people, including Technicians, Team leads, Field Service Managers, and shops in support of achieving Operational goals and objectives in the company territory.
Drive top tier levels of customer service throughout the entire service organization with an intense focus on sense of urgency
Collaborate and communicate with the Raymond Corporate product support group and its programs.
Define and deliver annual and strategic long-term goals and objectives
Participate in strategic planning meetings and implement key strategies that will support growth of employees and the business.
Work collaboratively with Service Administration Operations manager to drive excellence and growth in the service department.
Main Tasks
Responsible for setting and achieving goals within the service team.
Respond to customer needs with a laser focus on customer satisfaction, while also maintaining interests of the corporation in the macro and micro sense.
Train personnel, institute change, establish procedures / processes and enable others to work within established guidelines of responsibility.
Actively participate as a contributing member of the Werres' corporate management team, assuming a leadership role in the Service Department and on the management team.
Interact with fellow employees and managers at all levels of the corporation, while fostering a team environment within the Service Department.
Call on customers, make presentations and close deals, as needed.
Creatively market parts and service to customers.
Perform all aspects of personnel management for the department such as participating in the hiring process, performing evaluations, monitoring the training progress, instituting disciplinary action as needed and proactively following up on any complaints or concerns expressed by employees in a manner consistent with corporate policies and procedures.
Ensure that the corporate safety policies are followed in accordance with the Werres Corporation Safety Manual.
Review and analyze service P&L to look for opportunities to improve the service organization.
Skills / Abilities / Personal Characteristics
Possess an unwavering customer service focus.
Possess exceptional communications skills both verbal and electronic, with an ability to interact effectively with all levels of personnel both internal and external from associate level up to C-Suite.
Ability to effectively prepare for and navigate difficult in person customer discussions including but not limited to pricing increases, issues that arise, and new opportunities.
Ability to work cross-functionally with a focus on teamwork both within the service team and also with the other internal Werres departments, utilizing excellent communication, problem solving, and conflict management to achieve maximum internal and external customer satisfaction.
Able to foster and develop a cohesive team environment and drive a culture of excellence.
Motivating with a high level of enthusiasm and energy.
Possess the utmost sense of urgency.
Be detail-oriented and motivated to follow up on loose ends.
Able to interpret and execute on fine details while being mindful of the larger corporate picture.
Be a problem solver, requiring good listening skills.
Possess strong supervisory skills.
Be able to train employees and delegate responsibility.
Able to access, understand and analyze technical information.
Able to adapt to multiple computer systems for various tasks.
Have the necessary knowledge and acumen to work in this highly technical, fast-paced environment.
Be a self-starter who can continually review the business, analyze information / data and look for opportunities to grow and improve.
Required Education / Experience
Bachelor's degree preferred, associate degree plus comparable experience is acceptable.
Minimum 10 years managerial experience, including the management of managers or large groups of personnel.
Minimum 5 years experience in Material Handling Industry or similar industry such as Agriculture, Industrial, or heavy equipment industry.
Benefits :
Competitive voluntary benefits including medical, dental, vision, long term disability, 401(k) retirement plan with company match, paid holidays, PTO and much more. In addition, company-paid employee term life insurance and company-paid short term disability insurance.
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