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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