National Service Ops Mgr |
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City | Parsippany |
State | NJ |
Description | Summary: Directs Field Service Group activities directly or through others by coordinating and managing field service group and hotline groups to ensure customer satisfaction by performing the following duties:Job Duties: • Staffs, trains, monitors and mentors team. • Manages the field service group and hotline groups to provide support services to internal and external customers. • Manages day-to-day activities of the field service engineers to include: prioritizing, scheduling, special projects, etc. • Drives FSG Escalation Process, including data tracking, compliance, resource allocation, and direct customer interface. • Reviews performance reports and documentation from customers and field representatives, to verify compliance. • Responds to and resolves customer inquiries regardless of the complexity. • Completes, maintains and processes pertinent paperwork and records. • Ensures staff compliance with all SOPs, company programs and initiatives. • Ensures staff is trained to help customers use products properly. • Ensures technical and process competencies with the field service engineers and hotline employees. • Advises upper management on product issues arising from product problems identified through customers. • Plans levels of support according to product release schedules. • Forecast and manages budget to ensure adherence to guidelines. • Actively collaborates with all departments with a goal of continuous improvement. • Responsible for the ERP applications related to service activities and processes. • Operates the department within established FDA regulations. • Works with Regulatory/Quality Affairs to establish SOP’s for the department, continuous quality improvement. • Assures integrity and consistency of the instrument install based by following proper implementation procedures of retrofit per manufacturer guidelines. • Handles customer issues when arise and regularly visits customer sites to improve customer satisfaction. • Manages service contracts process with special attention to PM and TSB execution. • Implements regular customer service surveys and takes necessary actions. • Participate in internal and external audits. • Responsible for the creation of all Operational reports including PM, TSB, FSE Metrics, TSS Metrics, and Hotline Metrics. Skills: • Should have knowledge of Database and Internet software; Spreadsheet software and Word Processing software. Company usable software. Education & Requirements: Forward Resumes to: larson@jobsbl.com
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