Manager - CSS Service Operations

Description

JOB SUMMARY:

The Manager of Customer Success and Service (CSS) Service Operations will be integral to the overall CSS growth strategy. In this role the Service Operations Manager will build and carry out plans that will drive the expansion of the aftermarket service business. The primary streams of business the manager will oversee are: 24 x 7 remote technical support, Assessments, Field Service and Training. The manager will closely collaborate with Customers, ControlTouch Systems (CTS) Project Managers and other CSS leaders and team members. In the early phases of developing the service organization the service manager may act as player and coach.

ESSENTIAL FUNCTIONS:

· Hands-on oversight of all CSS service activities: daily operations, short-term advancements and strategic long-term planning.

· Provide overall financial status updates and forecasts on CSS service business to leadership.

· Responsible for building strategic plan to grow business.

· Provide direct leadership, coaching and mentoring to CSS service teams and resources.

· Create and expand service sales channels, order entry process and general processes around all service operations.

· Interact with project managers, supporting administrative functions and customers to stay informed of all service-related business.

· Ensure continuous improvement is applied to maximize efficiency, profit and overall customer satisfaction.

· Ensure all service businesses follow standard execution approaches that align to already created company process and support driving updated / new processes.

· Support as escalation, proactively managing potential risks to help minimize issues that could have negative outcomes deliverables, financial status or customer satisfaction.

· Responsible for completing performance reviews for assigned team.

WORK ENVIRONMENT:

· Office primarily, with visits to parts warehouse and occasional customer and vendor visits.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

· High productivity in office

· Sitting for prolonged periods of time when in office.

· Repetitive typing/data entry.

· Standing and walking for prolonged periods of time when at a jobsite

· Climbing may be required when working at a jobsite

· Lifting up to 20 pounds.

WORK SCHEDULE:

· This position works in an office/warehouse. General office hours are M-F, 8a-5p.

· Ability to support live customer sites outside of standard business hours when significant issues arise requiring replacement/backup parts in an urgent environment.

It is the policy of ControlTouch Systems to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, pregnancy or pregnancy-related condition, status with regard to public assistance, veteran status, citizenship status (if authorized to work in the U.S.), or any other characteristic protected by federal, state or local law. In addition, ControlTouch Systems will provide reasonable accommodation for qualified individuals with disabilities.

Requirements

ESSENTIAL FUNCTIONS:

· Hands-on oversight of all CSS service activities: daily operations, short-term advancements and strategic long-term planning.

· Provide overall financial status updates and forecasts on CSS service business to leadership.

· Responsible for building strategic plan to grow business.

· Provide direct leadership, coaching and mentoring to CSS service teams and resources.

· Create and expand service sales channels, order entry process and general processes around all service operations.

· Interact with project managers, supporting administrative functions and customers to stay informed of all service-related business.

· Ensure continuous improvement is applied to maximize efficiency, profit and overall customer satisfaction.

· Ensure all service businesses follow standard execution approaches that align to already created company process and support driving updated / new processes.

· Support as escalation, proactively managing potential risks to help minimize issues that could have negative outcomes deliverables, financial status or customer satisfaction.

· Responsible for completing performance reviews for assigned team.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

· Ability to read and understand contracts, specifications, and financials, as well as bid drawings to understand scope of work as it could related to parts requirements.

· Detail-oriented and organized; and capable of performing oversight and leadership that is consistent and motivating.

· Strategic thinking and problem-solving required.

· Strong communicator (verbal and written) with attention to detail.

· Excellent collaborator and influencer.