Field Service Delivery Operations

South Bay, CA | Direct Hire

Post Date: 07/08/2015 Job ID: 2007 Industry: Computer Hardware

Join Service Operations team to manage our new and exciting field service delivery programs like On-Site Exchange/Repair (OSE), Spares for Sale, Self-maintainer Web Portal, Advance Unit Exchange (AUR) and various other Service Level Agreement (SLA) Programs. Candidate must possess strong leadership with a unique blend of business and technical savvy, the drive and creativity to manage the new service offerings and take services to the next level. You are challenged with the growth and success of field service operations initiatives, programs and costs. He/she work with the Global RMA Director for Services revenue/price realization, program / business plan success measures metrics (Attach/capture, share, schedule fidelity etc.) throughout the lifecycle from Concept to Discontinuation. Integrates Service Offers and Programs to strengthen our solution value proposition, build competitive differentiation and earn customer retention.

Responsibilities:

* Manage projects or specific activities within given constraints of time, budget, and quality.

* Ensures that service levels are met with regards to recording and closure of incidents.

* Provide mentoring and coaching to support staff, which will include process operations trouble shooting.

* Drive initiatives to exceed customer satisfaction metrics.

* Seek and provides information for improvements in products and services.

* Interact with external customers, including speaking with customers, monitoring performance reports and communications.

* Apply industry best practices and benchmarks and apply "best-in-class" process models and target performance metrics.

* Devise actionable plans for implementation of improvement opportunities.

* Identify and utilize key financial indictors necessary to measure business performance.

* Actively lead and coach cross-functional project teams in the application of process improvement, project and change management best practices.

* Build strong relationships with Marketing and Regional Sales so they understand, trust and value Service Offerings processes and decisions.

* Regularly reports to the executive management team on Service KPI’s and program initiatives

 

Ideal Background & Education:

The ideal candidate will have demonstrated strong leadership/coaching skills in the following: proactive, self-starter with strong business acumen, strategic thinking ability to set strategy, priorities and operationalize with a proven track record for results. Success managing in a cross functional, outsourced 3rd party organizations, matrixed organization driving compromise and interlock. Strong work ethic and ability to multi-task and manage competing priorities. Demonstrated experience in teambuilding. He/She must have the flexibility to span a player/coach role and provide both the executive perspective as well as “teach” share in depth functional and services knowledge as he/she builds bench strength on the team.

* BA/BS degree in business/marketing or a technical discipline

* 5+ years of experience in retail technology and/or services with 5 years of other directly related experience.

* Functional qualifications: strong product / services management, program development and release success

* Strong Business Accumen/Analytical Skills

* Advanced PowerPoint skills

* Excellent communication / presentation skills (oral & written)

* Advanced analytical and problem solving skills

* Exceptional interpersonal and relationship management skills

* Strong facilitation and collaboration skills Must be a team player who is highly motivated & detail oriented

* Flexibility to work in an fast-paced environment and manage multiple concurrent tasks / projects / priorities

 Specific Professional Skills/Competencies:

* Excellent English written and verbal communication skills

* Motivating and leading cross functional teams

* Problem solving skills

* Customer negotiation and complaint resolution skills

* Building Relationships

* Business Negotiation

* Results Driven


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