Operations Manager, Service Center
FLSmidth · Reno
The Service Center Operations Manager will be responsible for the overall operational efficiency, profitability, and customer satisfaction of the 121 FLSmidth Inc. service center. This role involves leading a team of service professionals, ensuring high-quality service delivery, and managing all aspects of the service center's performance.
Job Responsibilities**
- Oversee daily operations of the service center, including scheduling, resource allocation, and workflow management.
- Manage, motivate, and develop a team of service & repair technicians and administrative staff, including performance reviews, training, and disciplinary actions.
- Ensure compliance with all company policies, safety regulations, and quality standards.
- Develop and implement strategies to improve customer satisfaction and retention.
- Monitor service center financial performance, including budgeting, cost control, and revenue generation.
- Identify opportunities for process improvements and implement best practices to enhance efficiency and productivity.
- Handle complex customer inquiries and complaints, ensuring timely and effective resolution.
- Collaborate with sales, engineering, and other departments to ensure seamless service delivery and customer support.
- Maintain accurate records of service activities, inventory, and customer interactions.
- Prepare and present regular reports on service center performance to upper management.
- Manage inventory of parts and supplies, ensuring adequate stock levels and efficient utilization.
- Implement and enforce preventive maintenance programs for customer equipment.
Job Qualifications**
- Bachelor's degree in Business Administration, Engineering, or a related field.
- Minimum of 5 years of experience in service management, preferably within an industrial or heavy equipment environment.
- Proven leadership and team management skills with the ability to inspire and motivate a diverse workforce.
- Strong understanding of financial management principles, including budgeting and profit/loss analysis.
- Excellent customer service and communication skills, both written and verbal.
- Demonstrated ability to problem-solve and make sound decisions under pressure.
- Proficiency in using service management software and enterprise resource planning (ERP) systems.
- Solid understanding of health and safety regulations and quality assurance procedures.
- Ability to travel occasionally for customer visits or training as required.
- Strong organizational skills and attention to detail.
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