The Service Center Manager, US will lead and optimize the operational efficiency and customer satisfaction of FLSmidth's service centers across the United States, ensuring high-quality support for our mining and cement industry clients.
Job Responsibilities:**
* Manage the overall operations of multiple service centers within the US, including staffing, budgeting, performance, and strategic planning.
* Develop and implement operational policies and procedures to enhance efficiency, safety, and customer service standards.
* Oversee the scheduling, dispatching, and execution of field service activities, preventive maintenance, and emergency repairs.
* Recruit, train, mentor, and evaluate service center personnel, fostering a high-performance and customer-centric culture.
* Ensure compliance with all FLSmidth safety regulations, environmental standards, and quality control procedures.
* Monitor key performance indicators (KPIs) for service delivery, customer satisfaction, and financial performance, implementing corrective actions as needed.
* Collaborate with sales, engineering, and parts departments to provide integrated solutions and maximize customer value.
* Manage customer relationships, including handling escalated inquiries, resolving complaints, and identifying opportunities for service expansion.
* Prepare and present regular reports on service center performance, financial results, and market trends to senior management.
* Identify and implement continuous improvement initiatives to optimize service delivery processes and technology utilization.
Job Qualifications:**
* Bachelor's degree in Engineering, Business Administration, or a related field.
* Minimum of 7 years of progressive experience in service operations management, preferably within the heavy industrial, mining, or cement sectors.
* Proven track record of managing multi-site operations and leading diverse teams.
* Strong understanding of field service management software and enterprise resource planning (ERP) systems.
* Excellent leadership, communication, and interpersonal skills.
* Demonstrated ability to manage budgets, analyze financial data, and drive profitability.
* Solid knowledge of safety regulations and best practices in industrial environments.
* Strong customer focus with a commitment to delivering exceptional service.
* Ability to travel frequently within the US to various service centers and customer sites.
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