Operations Manager, Service Center

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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