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Position:  Field Service and Parts Operation Manager
Location:  Barberton, OH
Job Id:  192
# of Openings:  1

Parts & Service Operations Manager
 
ABOUT COMPASS SYSTEMS:
We are engineers in every sense of the word. For over two decades, we have found better ways to move materials, providing both standard and custom solutions to our customers.
 
You can trust Compass to point the way to the most efficient solution.
 
Job description:
Responsiveness, communication and Continuous follow up are key components of providing excellent customer service to our customers.  This position of Parts & Service Operations Manager has a high impact on the CS&S Image and effectively servicing and meeting expectations as viewed by the customer.
As SOM, this person will be responsible for yearly department budget analysis, development of future service operational processes, Rebuild/Reconditioning activities, Field Coordination activities / schedules, Quoting Activities, Business Administration, Contact Center, CCRP (Customer Complaint Resolution Process) and to improve overall customer satisfaction by Ensuring that all operational functions are knowledgeable and skill sets are in line with growing technology and industry advancements.   
 
As a Parts & Service Operations Manager, you will be responsible for:
  • Leading team by example and be accountable for the Safety of the team
  • Operation of the Customer Contact Center, CSR group, Rebuild/Reconditioning process, Business Administration and Service coordination
  • Maintain Operational metrics and KPI’s
  • Providing strategic planning and direction for the Service Operation Functions for continuous improvement
  • Work to establish common field service processes, contact center software, etc…
  • Oversee and manage CCRP’s
  • Review and approve Quotes
  • Manage invoice / billing processes and WIP
  • Set direction on training, skill development and career advancement
  • Ensure Efficient and effective completion of all contact center activities by planning resources, following up the quantity/quality of the work and the efficiency of the workforce
  • Establish, Lead and communicate Strategies, plans and objectives operationally
  • Monitor and manage software production / implementations
  • Ensure that Staff is appropriately trained to successfully perform tasks
  • Ensure that information needed is available and up to date for the team to successfully perform task
  • Conduct regular team meetings and provide feedback to team members
  • Proactively identify potential improvement areas in operations and field processes
  • Manage performance of team by providing continuous feedback, motivation, Coaching, mentoring, growth and development of teams
  • Ensure regular communication with ALL Operation Functions
  • Monitoring and Management of the Service dispatch board
  • Manage and resolve internal/external customer escalations with invoicing, billing
  • Establish and support cross functional communication with internal teams
SUPERVISORY RESPONSIBILITIES:                                              
This job will have supervisory responsibilities.
 
QUALIFICATIONS:
  • Diploma in Engineering, Business, or Marketing
  • 5+ years of related industry experience in customer service/contact centers
  • 5+ years of leadership/management experience
  • Proven success in Operations Management
  • Results focused, and actions oriented
  • Good knowledge of field service processes and field service performance systems
  • Organized, attention to detail, excellent soft skills
  • Ability to motivate self and others, to train / educate others, to promote process improvements
  • Developing and leading an effective team
  • Planning, organizing and managing resources
  • Excellent written and verbal communication skills
  • Adaptability / flexibility
  • Handles day-to-day work challenges confidently; is willing and able to adjust to multiple demands, shifting priorities, ambiguity and rapid change; show resilience in the face of constraints, frustrations, adversities or stress
  • Customer contact, presentation and communication skills
  • Strong knowledge of Microsoft Word, Excel, Visio and Powerpoint

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Compass Systems and Sales, LLC is an Equal Opportunity Employer committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant's race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, genetic information, protected veteran status, or any other status protected by law.