Service Manager
Schneider Packaging Equipment, A Pacteon Company
Manager, Service Operations
PartsSource Inc.
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteJob Level
SeniorLead
About the role
- The Manager, Service Operations, is a critical position that is responsible for overseeing our service delivery function externally (meaning, directly with the customer). This role will implement and execute on a best-in-class customer service experience for our healthcare accounts. Responsibilities include, but are not limited to, the deployment of effective processes, technologies, and structures to sustain and continuously improve performance; close collaboration with both internal and external operators to deliver exceptional customer experience; performance management against service key performance indicators; and to drive unparalleled service levels and employee engagement. Drive strategies to meet and exceed contractual obligations and customer expectations for healthcare accounts, ensuring alignment with overall business objectives. Foster a patient focused, quality driven culture built around a team of incredible people doing incredibly unrecognizable acts to make a difference in people’s lives. Define, communicate, implement, and continuously improve a best-in-class customer service delivery model. Establish yourself as a trusted operational advisor, both internally and externally. Define, implement, and continuously improve core processes (preventive maintenance, service request, escalation protocols). Develop in-service processes / protocols that keep all critical parties informed throughout the service response process. Support the onboarding process (both internally and externally), including account management when asset changes are made. Utilize quality tools, such as root cause analyses and supplier corrective action requests. Support management controls for operational processes, such as large loss escalations and the deployment of other company resources. Collaborate with the customer care team to deliver a differentiated service experience. Work collaboratively with leadership, direct reports, and other departments to identify, develop, and execute successfully on key strategic initiatives. Collaborate with the supplier solutions team in building out a vibrant, evolving, and mutually beneficial service supplier network. Collaborate with the service delivery team to build industry leading service processes. Collaborate with the Service Account Management / commercial team to ensure alignment with customer expectations and requirements. Develop and analyze metrics, service levels and other key performance indicators and recommend initiatives to improve performance including customer experience, service levels and the work environment; support reporting requirements, both internally and externally as it relates to operational performance. Conduct periodic performance reviews with key accounts, providing constructive feedback to our service team and vendor partners.
Requirements
- Bachelor’s Degree or equivalent industry experience. Seven (7) + years of healthcare service delivery / operational experience required. Experience managing both customer and supplier relationships, including the development of operational strategies (OEM or ISO) preferred. Ability to communicate professionally with strong written, verbal, and interpersonal skills. Ability to successfully navigate challenging and sometimes emotionally driven customer situations. Ability to use a programmatic approach to define a problem, evaluate the facts, and draw valid conclusions with actionable and effective solutions. Ability to see the big picture while having a clear grasp on the day to day, make improvements, and focus on the growth of the department and organization. Must be proficient in Microsoft Office Suite, including but not limited to PowerPoint, Word, Excel, OneNote and Outlook. Must have strong customer service, organizational, and time management skills with the ability to prioritize. Must be adaptable to change, able to multi-task, and can function well individually or in a team environment. Must be creative and highly motivated. Ability to work independently on projects, while being a valuable member of the overall team. Must be able to lead meetings involving multiple departments and be comfortable presenting ideas/solutions/information to the management team.
