Customer Service Operations
Core
Manage and optimize field service operations, ensuring cost-effective resource deployment and high customer satisfaction for onsite services.
Role type
Senior Customer Service Operations Manager
Builds
Onsite service delivery solutions and optimized field resource schedules
Domain
Industrial instrumentation and field service management
Required skills
Resource optimization, scheduling management, customer relationship management, process improvement, stakeholder collaboration, conflict resolution, data analysis, project planning, SAP module knowledge, Microsoft Office Suite
Preferred skills
Negotiation, problem-solving in dynamic environments, independent work, handling high-pressure multitasking, setting customer expectations
Technologies
SAP (ECC, CRM, FSM, BCM), Microsoft Office Suite
Responsibilities
Develop approaches to assignments and processes for continuous improvement, confirm onsite service orders within assigned geography, manage field resource deployment and scheduling, select cost-effective service providers, maintain accurate records of engineer availability, proactively manage resource shortages, arrange complex high-impact services, respond to customer requests via multiple channels, ensure compliance with business conduct standards
Seniority
Senior, hands-on IC