Regional CS Operation Manager - Midwest Job at E80 Group (Chicago)

Job Description

The Regional Customer Service Operation Manager - Midwest, reporting to CS Operation Manager USA & Canada, plays a critical role in enhancing customer satisfaction through the management and coordination of technical resources, service operation team and constant communication with our sales team and when necessary with our client. This position involves close collaboration with cross-functional teams, data analysis, and implementing best practices. The main goal is to deliver maximum customer satisfaction for any customer service-related matters occuring in the plants of the region managed or key account.

Job Responsibility

Be the first point of contact to coordinate between customer service account manager and service operation team to deliver maximum customer satisfaction for any customer service-related aspects such as asset and system performances, tickets resolutions and service delivery in general
Lead a team of resident engineers across specific regions or plants
Functional responsibilities over spare part admin, remote support resources, engineers and back-office service coordinators in a matrixial organization
Establish a regional customer care vision aligned with business objectives with upper management
Motivate and contribute to develop high-performance teams capable of providing excellent service to both internal and external customers
Contribute for estimation, feasibilities studies and implementation of service improvement initiatives such as retrofit and asset and system performance enhancement to be sold
Prioritize and plan activities with other departments to deliver maximum customer satisfactions
Develop and implement action plans to enhance customer satisfaction
Ensure consistent and efficient coordination across departments to ensure efficiency in customer service issue resolutions
Take ownership of customer issues and follow problems (technical, system management, client behavior, safety, communications but not limited to) through to resolution working with Customer Service Account Manager
Act as an internal consultant to recommend improvement initiatives to increase customer satisfactions and operation of our clients using E80 technologies
Analyze weekly system performances and proactively put in place corrective actions if needed working with customer service account manager
Contribute to increase customer satisfaction
Collaborate with other departments, such as Sales and Operations, to align customer service practices with overall company goals
Execute the customer service strategy, short- and long-term resource planning aligned with the company for specific account or region
Management of all customer service tickets (including creation of tickets if necessary)
Organize meetings with management and other departments to create action plans for resolving issues and implementing strategies for regions or key accounts
Prepare and analyze customer service KPI’s for client and region managed supporting Customer Service Account Manager when necessary
Strategic analysis of equipment and system performances to understand how to support and help E80 client in maintaining and / or improving asset and system performances

Requirements

Bachelor’s degree in engineering, operations management, or related field (preferred)
7+ years of experience in the material handling, packaging equipment, robotics, and palletizing industry is essential in customer service, project management, asset management
Familiarity with industrial equipment design, manufacturing, and maintenance processes is highly preferred
Technical proficiency in automation and control systems, including PLC programming and troubleshooting, is highly preferred
Experience in directly managing teams with organizational resposabilities as well as in leading cross-functional teams to drive improvement initiatives and enhance customer satisfaction is a must
Extensive hands-on experience with LGV, ASRS, and robotic systems, including a strong emphasis on problem-solving skills to effectively troubleshoot, optimize, and enhance system performance
CPE, CPS, CMRP Certifications highly preferred
Knowledge of SAP ERP, CRM (Salesforce)
Good knowledge of Microsoft Office 365 and Microsoft power platform tools for collaborative and agile approach
Strong analytical skills and attention to detail
Excellent communication and collaboration abilities
Passion for customer service and a customer-centric mindset

What we offer

Health, Dental, Vision Insurance, Life, STD, LTD, PTO, 401K match
Bonus
Career Growth
E80 World Academy training and learning paths

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Regional CS Operation Manager - Midwest

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