Service Operations Mgr at Welbilt in Mayfield Heights, Ohio

Job Description:

JOB DESCRIPTION



After almost 160 years in the business, we know a thing or two about durability. And we know it takes more than hard work and experience to keep building on that strength. It takes a genuine partnership, working together to craft new and effective solutions to help bring your passion to the surface.

That's why Garland is dedicated to collaborating with chefs, operators, and restaurateurs like you to find what really works, teaming up to design equipment that's as practical as it is powerful. That's how we revolutionized the kitchen before, and it's how we'll keep evolving it for the future. We rely on that pragmatic innovation to keep us moving forward - and you can rely on us to make sure your restaurant is built to last.

The Service Operations Manager leads the customer and aftermarket service organization to drive a customer-focused, responsive attitude through to the end user of the market for Garland. Manages customer challenges and opportunities through a process-focused approach, following duties personally or through subordinates. Establish best practices and customer satisfaction. Manages, plans, and coordinates Inside Service teams - Customer Service, Technical Service, and Field Service to ensure quality, productivity, responsiveness, and efficiency meet the organizational goals and expectations.


Major Accountability

• Plans, manages, trains, and motivates aftermarket service staff. Consistently aware of internal sales activity and plans accordingly to ensure maximum customer support.
• Maintain/develop meaningful metrics and ensure goals are met. Sets the strategic direction for the team that aligns with company objectives and creates an environment/culture to exceed customer expectations.
• Provides support and issue resolution to ensure best-in-class customer service. Identifies and escalates unresolved customer concerns or operational issues to the proper individual or department.
• Collaborate with cross-functional teams to identify opportunities for process improvements and implement solutions to optimize the customer experience.

Key Tasks and Responsibilities

• Plans, directs, supervises, trains, and motivates Customer Service Coordinators, Technical Service, Field Service, and Invoicing teams.
• Identifies and resolves customer concerns to drive customer-centric culture throughout the organization, emphasizing the importance of customer satisfaction in every decision and interaction.
• Lead Service Operations group to ensure the execution of sales order entry and order management to meet all business requirements, including headcount, budget, accuracy, cost, responsiveness, and timely resolution.
• Fosters continuous Improvement culture to allow the organization to streamline activities and optimize the experience with the customer. Transaction efficiencies with automation, common practices, and eliminating waste as means to drive performance.
• Provide coaching and feedback to team members to drive growth and accountability.
• Fosters continuous Improvement culture and develops best-in-class customer service team
• Consistently operate in a manner that aligns to the Company Core Values.

DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.



Qualifications




Specialized Skills, Knowledge, and Abilities

• The individual must have a high sense of best-in-class customer service and the personality to help others.
• Must be flexible and willing to adjust solutions and working hours to customer expectations with a strong sense of urgency.
• Excellent organizational and interpersonal skills with the ability to connect and communicate with different audiences.
• Proficient in the use of Microsoft Office software, including Outlook, Excel, Word, PowerPoint, and Teams.
• Experience leading professional teams to achieve targets and metrics while fostering a collaborative work environment; experience leading customer service, technical service, warranty, and invoicing teams preferred.
• Must have experience leading cultural and organizational change and developing processes and procedures in aftermarket teams
• Must be knowledgeable in Lean Manufacturing principles; experience leading Kaizen teams preferred
• Ability to develop and deliver training material for direct reports.

OUR BENEFITS:


We believe that our people are one of our most valuable assets. That's why we provide our employees with a competitive benefits package that helps protect their health, income and lifestyle. Some offerings are dependent upon the role, work schedule, or location, and can include the following:

• Competitive wage
• Healthcare (medical, dental, vision)
• 401(k) savings plan
• Wellness Program
• Supplemental Health Plans
• Employee Assistance Program
• Training and Development
• Tuition Assistance
• Holiday Pay opportunities
• Employee discounts
• Paid Time Off (PTO)
• On-the-job training and skills development
• Basic Life Insurance
• Leave Program
• Employee Events and more...

For more company information, visit www.Garland-Group.com


Cleveland Range, LLC. is an equal opportunity employer which values diversity in the workplace. All applicants shall receive equal consideration and treatment in employment without regard to race, color, religion, ancestry, national origin, age, sex, marital status, familial status, medical condition, or any other status protected by law. All recruitment, hiring, placements, transfers and promotions will be on the basis of individual skills, knowledge, abilities, and business need.


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