About the Role
The Global Service Operations Manager will be responsible for planning, structure, organization, and execution of the global field service strategy. The GSOM will work cross-functionally to increase the professional service support provided by our service team.
Key Activities
Establish scalable and effective service models, best practices, procedures, methodologies and standards to help decrease resolution time and increase quality of response.
Create clear, measurable metrics and goals to ensure the support team is delivering world class service in every customer interaction via all channels (i.e. email, phone, chat, in person).
Establish consistent escalation paths for customer support/service issues for efficient and effective resolution across multiple departments and segments.
Provide leadership to ensure product performance inquiries and warranty issues are managed efficiently and are of the highest quality.
Manage all field support activities ensuring timely resolution of service support needs.
Establish rhythms for Global Service team and Channel Partner service team meetings focusing on best practice sharing and validation of common and consistent global service methodology and practices.
Establish strong relationships with customers by managing escalated customer support/ satisfaction concerns and proactively communicating with key customer contacts.
Execute quality verification and facilitation as it relates to service work being performed.
Recommend actions to improve performance, and quality of service, and implement changes to increase efficiency.
Maintain awareness of technician skillsets and technical abilities to create and manage development plans, ensuring a culture of excellence and exceptional customer experience.
Ensure information is regularly provided to Operations and Engineering about service and warranty activities.
Coordinate with manufacturing and engineering to resolve problems that are beyond service technicians’ experience or training.
Preferred Skills
High level of proficiency in Excel and PowerPoint. Functional knowledge of other MS Office applications and other tools for tracking and managing service details, activities, and timelines.
Education and Experience
Bachelor’s degree in service management, business administration, engineering or related field required.
Minimum of 5 years managing a team of technical support specialists and service operations on a global basis.
About Us
Finding a great opportunity that fosters growth, a great culture, and leadership opportunities can be difficult. Top Quality Recruitment (TQR) connects professionals with leadership opportunities across the Packaging, Food and Beverage, Medical Devices, and Biotechnology industries. With 50+ years of experience, we believe in one-to-one communication and finding the best candidate/employer match possible.
TQR is an equal-opportunity employer that encourages diversity. We will consider all applications.
Accommodation for applicants with disabilities is available upon request.
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