Position DescriptionThe
EE Customer ServiceOperational Manager,reporting to CS Operation Manager USA & Canada, in the effort of transforming the Customer Service operations, plays a critical role in enhancing customer satisfaction through the management and coordination of technical resources, service operation team and constant communication with our sales team and when necessary with our client. This position involves close collaboration with cross-functional teams, data analysis, and implementing best practices. The main goal is to deliver maximum customer satisfaction for any customer service-related matters occurring in the plants of the region managed or key account.
Duties and Responsibilities:- Leadership and Team Management:
- Be the first point of contact to coordinate between customer service account manager and service operation team to deliver maximum customer satisfaction for any customer service-related aspects such as asset and system performances, tickets resolutions and service delivery in general
- Lead a team of resident engineers across plants
- Functional responsibilities over spare part admin, remote support resources, engineers and back-office service coordinators in a matrixial organization
- Establish a customer care vision aligned with business objectives with upper management
- Motivate and contribute to develop high-performance teams capable of providing excellent service to both internal and external customers
- Contribute for estimation, feasibilities studies and implementation of service improvement initiatives such as retrofit and asset and system performance enhancement to be sold
- Prioritize and plan activities with other departments to deliver maximum customer satisfactions
- Customer Satisfaction and Policies:
- Develop and implement action plans to enhance customer satisfaction
- Ensure consistent and efficient coordination across departments to ensure efficiency in customer service issue resolutions
- Take ownership of customer issues and follow problems (technical, system management, client behavior, safety, communications but not limited to) through to resolution working with Customer Service Account Manager
- Strategic Focus:
- Act as an internal consultant to recommend improvement initiatives to increase customer satisfactions and operation of our clients using E80 technologies
- Analyze weekly system performances and proactively put in place corrective actions if needed working with customer service account manager
- Contribute to increase customer satisfaction
- Collaborate with other departments, such as Sales and Operations, to align customer service practices with overall company goals
- Execute the customer service strategy, short- and long-term resource planning aligned with the company for specific account or region
- General
- Management of all customer service tickets (including creation of tickets if necessary)
- Organize meetings with management and other departments to create action plans for resolving issues and implementing strategies for regions or key accounts
- Prepare and analyze customer service KPI's for client and region managed supporting Customer Service Account Manager when necessary
- Strategic analysis of equipment and system performances to understand how to support and help E80 client in maintaining and / or improving asset and system performances
Qualifications:- Bachelor's degree in engineering, operations management, or related field (preferred).
- 7+ years of experience in the material handling, packaging equipment, robotics, and palletizing industry is essential in customer service, project management, asset management. Familiarity with industrial equipment design, manufacturing, and maintenance processes is highly preferred.
- Technical proficiency in automation and control systems, including PLC programming and troubleshooting, is highly preferred.
- Experience in leading cross-functional teams to drive improvement initiatives and enhance customer satisfaction is a must.
- Extensive hands-on experience with LGV, ASRS, and robotic systems, including a strong emphasis on problem-solving skills to effectively troubleshoot, optimize, and enhance system performance.
- CPE, CPS, CMRP Certifications highly preferred.
- Knowledge of SAP ERP, CRM (Salesforce).
- Good knowledge of Microsoft Office 365 and Microsoft power platform tools for collaborative and agile approach.
- Strong analytical skills and attention to detail.
- Excellent communication and collaboration abilities.
- Passion for customer service and a customer-centric mindset.
What's in It for YouCompensation: $95K - $120K DOE (FLSA Exempt)
Benefits: Health, Dental, Vision Insurance, Life, STD, LTD, PTO, 401K match
Location: Marion, North Carolina
Travel: Up to 15%
Not just a job, but Career growth: Our steady year-on-year growth fosters a culture of talent development where we constantly create opportunities for you to learn, grow, and feel empowered to reach your full potential, no matter which career path you choose.
E80 World Academy: Be prepared to be impressed by our innovative training and learning programs. We offer cutting-edge insights to help you refine your expertise and succeed in your role.
#BE80: You'll be part of a dynamic, collaborative team where giving back is at the core of our success and central to the #BE80 Culture.
Travel: 0 - 10%
Level of experience: Senior
