What are the responsibilities and job description for the Director of Service position at WIKA Alexander Wiegand SE & Co. KG?
Director of Service
Ihre Aktivitäten
- Primarily responsible for assuring service support provided by Mensor is maintained as a benchmark for other companies to emulate, while documenting procedures, processes and programs that are scalable for distribution to our partners around the world in our mission to push service as close to the customer as possible.
- Continual improvement of service department results by establishing and communicating service metrics, monitoring and analyzing results and implementing required changes.
- Recommends process and/or organizational improvements to create a more efficient service center.
- Develop procedures and processes for communicating technical topics or problems to our satellite locations, so they are informed and aware of any new techniques or issues.
- Oversee the development of videos, service manuals and other tools to be used in training and supplied to satellite locations.
- Maintain contact with customers, conduct surveys, benchmark best practices, and employ other resources and techniques to position our service capabilities as a strong proposition in support of our instruments sales and growth objectives.
- Coordinates with Q/A, Sales, Operations and Engineering to insure they are aware of any frequent product failures or customer concerns.
- Ensure new product development includes the needs of service centers for tooling and assemblies necessary to repair products globally.
- Schedules, develops curriculum, and oversees service training for customers and technicians.
- Monitors workload of the office administrators, service support engineer and technicians and makes adjustments accordingly to ensure department priorities are met.
Ihr Profil
- Must have high school diploma / GED or equivalent.
- 5 years of Product Customer Service experience in a manufacturing setting. Global experience preferred.
- Computer proficiency: CRM systems, ERP software and Microsoft Office Suite.
- Leadership: proven ability to develop high-performing teams and drive accountability while achieving measurable business results.
- Planning: strong strategic planning and execution sills.
- Excellent interpersonal and communication skills.
- Must have a strong customer orientation mindset.
- Strong negotiation and conflict resolution skills.
- Experience in developing and deploying Customer Service systems.
- Ability to analyze and enhance service operations, including process efficiency and various communication channels; (e.g. website, FAQ).
- Proven ability to manage competing priorities and deadlines.
- Approachable, empathetic leader who fosters a collaborative work environment.
Work-Life-Integration
Altersvorsorge
Mitarbeiterrabatte
Attraktives Vergütungssystem
Flexible Arbeitszeiten
Gute Entwicklungsmöglichkeiten
Gesundheitsmaßnahmen
Die WIKA Gruppe gehört mit ihren Produkten, Dienstleistungen und Services in der Messtechnik zur Weltspitze. Mit hervorragenden Sensoriklösungen ermöglichen wir sichere, effiziente sowie nachhaltige Prozesse. Und das bereits seit über 75 Jahren. Aktuell machen sich mehr als 11.000 Mitarbeitende dafür stark.
Gemeinsam begegnen wir den Megatrends Demografischer Wandel, Digitalisierung und Nachhaltigkeit. Das bringt Herausforderungen mit sich und viele Chancen. Aus neuen Sichtweisen und Ideen entstehen Innovation und Wachstum. Wie lauten Ihre? Machen Sie sich mit uns auf den Weg in eine bessere Zukunft.
Ihre Kontaktperson
