As operations manager you are responsible within the service department for efficient service delivery. You ensure the correct execution of the SLA/ M&S contracts for about sixty customers worldwide. Together with the other managers, you report to the service director.Our growing service department consists of forty employees: customer service employees (level 1,2,3) and service technicians. The service department operates 24/7 and implements a follow-the-sun principle with branch offices in Los Angeles (US) and Brisbane (AU). We also have a number of other service offices around the world. This number will continue to grow in the coming years.
- You are responsible for the operational execution of the service department;
- You organize monthly service review meetings with customers. Here you follow up on customer tickets and implement action plans to maintain customer satisfaction;
- You lead a group of service personnel and technicians;
- You report and work based on KPIs and operational objectives;
- You work 95% from headquarters;
- You travel sporadically to customers to maintain customer relationships;
- You will report to the Service Director.