Manager, Global Service
Shure Incorporated
full-time
Posted on:
Location Type: Hybrid
Location: Niles • Illinois • 🇺🇸 United States
Visit company websiteSalary
💰 $102,000 - $174,000 per year
Job Level
SeniorLead
About the role
- Develop and implement global service strategies aligned with company goals
- Establish KPIs and performance metrics to monitor service quality and operational efficiency
- Manage service operations across five regional centers, ensuring consistency in processes, tools, and customer experience
- Coordinate with regional managers to address local challenges and opportunities
- Champion customer satisfaction by ensuring timely and effective resolution of service and repair issues
- Collaborate with Customer Experience and Sales teams to gather feedback and improve service offerings
- Standardize service procedures and repair workflows across all locations
- Identify and implement continuous improvement initiatives using Lean, Six Sigma, or similar methodologies
- Lead, mentor, and develop regional service teams to foster a high-performance culture
- Conduct regular training and development programs to enhance technical and customer service skills
- Analyze service data to identify trends, root causes, and areas for improvement
- Prepare and present regular reports to senior leadership on service performance and customer satisfaction
- Ensure all service operations comply with industry standards, safety regulations, and company policies
- Performs other duties as assigned
Requirements
- Bachelor’s degree in electrical/electronic engineering, management, or related discipline
- Minimum 7 years of experience managing global service and repair operations
- Knowledge and experience using SAP, S4 desired
- Knowledge and experience using Salesforce desired
- Ability to thrive in a matrixed organization and collaborate with others on goals from other divisions of the company
- Ability to participate in corporate development of methods, techniques, and evaluation criteria for projects, programs, and people
- Excellent written and verbal communication skills
- Ability to influence cross-functional teams without formal authority
- Experience coaching and developing direct reports
- Proven track record of innovation solutions
- Ability to drive and take ownership of developing connections that help deliver what is best for customers, Associates, and stakeholders
- Ability to approach new projects with an open mind
- Ability to identify gaps and spot opportunities for improvement
- Must be able to travel internationally 25% of the time
- Applicants for this position must be currently authorized to work in the United States on a full-time basis.
Benefits
- Comprehensive healthcare
- Mental health and retirement savings plans
- Generous paid time off programs
- Employee discounts
- Professional development opportunities
- Work-life balance initiatives
- Employee recognition programs
- Volunteering/community involvement opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
service operations managementKPI establishmentperformance metricscontinuous improvementLean methodologySix Sigmadata analysiscustomer service skillsrepair workflowsglobal service strategies
Soft skills
collaborationcommunicationinfluence without authoritycoachingmentoringproblem-solvinginnovationownershipadaptabilitycustomer satisfaction