Sr. Mngr. of Service Operations
Rolling Meadows, IL
Reference number: 15066
The Sr. Manager of Service Operations is responsible for overseeing and managing the after-sales Field Service Process for RATIONAL USA. This includes working as part of the management team, developing and implementing company strategies while continually seeking to develop the most beneficial solutions for the customer base. The Sr. Manager of Service Operations is responsible for managing a team of Regional Service Operations Managers, overseeing the service partner network and other staff relationships, ensuring adequate parts supply is available for servicing customers, monitoring the warranty program, and creating/using reporting as performance tool. The ultimate goal of the Sr. Manager of Service Operations is to ensure the Service Process is fully supported with in-field resources and capabilities in line with the customer centric focus of the company. The Sr. Manager will supervise 6 Regional Service Operations Managers and work collaboratively with Regional Sales Managers, Regional Technical Service Managers, and Key Account Service Managers. The Sr. Manager will be based in our Rolling Meadows, IL office.
Essential responsibilities include the following:
- Translate and implement successful processes through our company’s strategy.
- Develop the field service operation to the highest customer satisfaction and performance.
- Maintain and monitor service quality and customer satisfaction according to RATIONAL standards.
- Lead the team of Regional Service Operations Managers in the US to the highest quality of representation.
- Oversee and develop the service partner network to customers’ expectations through a higher customer satisfaction rate, raising the first-time fix rates and reducing service resolution times.
- Enhance the overall performance of the KPI System as an effective measuring tool.
- Actively collaborate with Regional Sales Managers to address service concerns and enhance service performance within the region.
- Support global projects as requested by headquarters in Germany
The ideal Sr. Manager of Service Operations candidate has a technical degree and an accomplished background throughout the technical equipment industry, preferably in kitchen equipment. Having extensive experience in administering a team of managers and a network of national service partners on a professional level is essential. An organizational development background is beneficial when applying for this position. In reporting to the Vice President of Service for USA, it is imperative that the candidate fully understand the commitment level of this position. Other preferred qualifications include a minimum of 5+ years of experience with managing field service operations, an Associate/Bachelor’s degree or equivalent work experience or equivalent experience, and experience with commercial foodservice equipment.
Our offer
Do you like to have a clear view and accountability for your area of responsibility? Very good. We have a lean and process-oriented organisation that places value on customer relationships and building relationships. You will be working at the heart of our business, helping to put a satisfied smile on our customers' faces once you solve their problem. But your satisfaction is also important to us. In addition to attractive remuneration, your future is in the best hands with us. We offer you a stable and safe working environment, characterised by strong cohesion and mutual trust.
Our company
Thanks to its employees, RATIONAL is the world market and technology leader when it comes to hot food preparation. Above all, the experienced craftsmanship and creativity of our employees are driving us forward. Together we achieve great successes of which we can be very proud. Team spirit is key.
We are looking for doers! We're very eager to find out how you would do it.
If you have any questions, please contact Erin Demos at e.demos@rational-online.com.
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RATIONAL Cooking Systems, Inc. | 1701 Golf Rd. Suite C-120 Commercium | IL 60008 Rolling Meadows | United States (US)