Essential Responsibilities include:

  • Build, guide, lead and mentor a team of employees in supporting Spectro customers across the globe
  • Lead functions of Depot Repair operation
  • Develop and implement standard operating procedures for service operations using Lean- Kaizen and solid process improvement skills
  • Coach and train support engineers and technicians  
  • Own financial and operational KPIs related to customer satisfaction, service efficiency, and revenue growth
  • Partner with the engineering team to implement upgrades, collect and analyze quality feedback from the field, and contribute to continuous improvement
  • Grow the careers of an awesome, hardworking team
  • Coordination of customer training at local facility
  • Interface with customers on critical issues
  • Manage and lead a team of technicians responsible for the diagnosis, debug and repair of all Spectro Scientific instruments returned under RGA
  • Manage warranty part return and repair of Spectro parts under RGA
  • Take ownership of inventory stock room used for depot repair, support, and field service operations
  • Monitor and plan for incoming workflow, to ensure compliance with SLA’s and customer requirements
  • Create, edit and update diagnostic and repair guidelines
  • Analyze and streamline processes to measure and drive down operating costs
  • Improve service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes
  • Take strong ownership in product and service quality; VOC, measures and improvement
  • Interview, hire and train employees, planning, assigning and directing work; appraising performance, rewarding and addressing complaints and resolving problems.

 

Position Qualifications:

  • Bachelor's degree in operations management, industrial engineering, or equivalent experience, MBA a plus
  • 8+ years of work experience, with at least 5+ years of managing customer support operations
  • A strong track record of making positive impacts on customer service quality, profitability, and efficiency in a technology or tech-enabled service company
  • Experience leading within a high change, fast growth environment
  • Experience managing a customer support team or field service team, preferably in an organization known for innovative, world-class products
  • A data-driven management style and a focus on continuous improvement, ideally using a formal methodology like Lean-Kaizen and/or Six Sigma
  • Past responsibility for customer satisfaction and financial KPIs
  • Strong technical aptitude
  • Data-driven, detail-oriented approach to making decisions
  • Proven ability to manage and coach a team
  • Excellent written and verbal communications skills
  • Process Improvement
  • Critical Decision Making
  • Multi-language is a plus
  • Effective inter-departmental communication skills
  • Microsoft Office tools expertise
  • Exceptional technical and trouble shooting skills
  • Ability to work in a fast-paced environment
  • Ability to travel globally (20%)