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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