Our solutions are a key part of most industries - electronics, medical research, renewable energy, food production, infrastructure and many more. Working with us means working with the latest technologies and groundbreaking, sustainable innovations. Join us on our journey for a better tomorrow. Customer Service Manager (Regular/Full-Time/Exempt) Summary: Assists the Operations Manager by managing, monitoring, and reporting the day-to-day activities of the rental & service coordinators. Ensures First-Time Right-on-Time equipment deliveries and service repairs. Manages technician efficiency and controls costs where applicable. Responsible for close follow-up on customer deliveries to ensure customer satisfaction in a professional manner. Conducts performance and development evaluations with assigned team and ensures mandatory trainings are completed on time. Enforces safety, 5S, quality customer service, and general housekeeping within the operations center. Experience Requirements Minimum three years strong customer service or management experience. Safety & Wellbeing Work closely with Safety Manager to excel in depot and customer site processes and guidelines, ensuring we do the right things in the right way. Cultivate the right safety and wellness behavior and tools within the team. Uptime Excellence Forward planning to build alliances and partnerships with other business lines. Spare part management Analysis and create a troubleshooting protocol and standards. Daily technical support to the team/customer and related continuous improvement projects Increase technical competence of the team, ensuring all team members are at the right level. Drive connectivity as a business tool, gaining insights and driving learning through the organization. Identify and address problems and opportunities in service strategy for the company to outperform the competition. Customer Experience Excellence Resolve customer disputes with regards to all service deliverables and their performance Visit and evaluate customer feedback, take corrective actions, provide advice and training when required. Improvement, standardization and going beyond in every step of customer interaction during mob/ demo/ maintenance process. Continuously improve the handover process between sales and operations Roll out a customer experience platform for ultimate customer experience. Operational E ffi ciency - Products & Process Ensure all legal and regulatory documents are filed and monitor compliance with laws and regulations per our ISO standards. Headcount planning of internal and external resources to ensure the efficient arrangement of technicians' daily assignment to improve organizational processes, and work to improve quality, productivity, and efficiency. Administrate, monitor, and execute service plan and related services to the customers. Responsible for the establishment and implementation of all quality procedures related to service operation. Maintain relevant records and report on regular intervals on service operations performance. Implementation of all fleet maintenance procedures related to service operation to work toward Zero Breakdown Improvement projects to increase agility, speed to solution, ops cost and other operational KPI's. Digital tools (360-degree views on service operations) Drive transparency within the operations team Continuously improve information at a fingertip Roadmap to use data to drive learnings, improvement projects and decisions. People Management Plan, prioritize and organize tasks and activities for the service team to maintain highest productivity and quality - in an empowering way. Responsible to equip the service team with all necessary tooling and equipment relating to safety Monitor the performance and evaluate the training needs for your team members. Assess current and future staffing needs based on organizational goals and budget realities. Using principles, ensure staff are appropriately developed, utilized, appraised, and rewarded; takes corrective action. Promote a company culture that encourages diverse team with top performance and high morale. Maximize technician efficiency scorecards reinforce strength and improve weakness with training plan Ensure your team can grow to the next steps with right competence mix in the organization to provide our customers with an ultimate customer experience. Managing direct reports will be required. Knowledge Excellent computer skills and typing pro fi ciency is required. Technical/mechanical background related to steam and hot water systems. Strong sales and people skills, customer service, safety awareness, and supervisory management skills. Educational requirements Associate degree or equivalent technical training. Bachelor's Degree preferred. Personality requirements Competency is more than ever a combination of knowledge, experience, and attitude. Key behaviors of our candidate are: A customer centric individual who understands customers' needs and seeks to fulfill or exceed expectations A team player and natural diplomat who interacts and unites team members, customers, all stakeholders. A methodic and structured achiever who can plan, organize, prioritize, assess, adapt, and deliver to promise. A resilient person who can cope with change in an ever faster moving digital landscape and who can spread this attitude of self-sufficiency. An innovative "there is always a better way" person with a positive, flexible, and responsive mindset who embraces and promotes the digital transformation (regardless of age) Open-minded with a global mindset, curious to understand and learn new perspectives. Diverse by nature and inclusive by choice Bright ideas come from all of us. The more unique perspectives we embrace, the more innovative we are. Together we build a culture where difference is valued and we share a deep sense of purpose and belonging.
