Service Operations Manager - Dallas, TX

Directs the coordination of technical and administrative support activities including repair, preventative maintenance, and engineering change upgrades in order to provide the highest level of service, maximize customer satisfaction and achieve financial objectives.

• Provides direction for the delivery of pre- and post-sales services and support to customers.
• Participates in the resolution of customer concerns and defining and developing a customer contact strategy.
• Ensures adequate records and systems are maintained.
• Schedules personnel responding to critical situations.
• Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer.
• Manages a profit and loss center.
• Performs all required management responsibilities including implementing the company's policies, programs, and guidelines; ensuring employee productivity and growth; managing resources; and maintaining functional, technical, and external market awareness.
• Cooperates with other departments (local Sales, Installation, Applications, Order Processing, Product Support, Manufacturing, etc.) and provides necessary support to optimize customer relations.
• Manages customer relations in all service and maintenance matters (service requests, contractual services, emergencies).
• Establishes service budgets and monitors financial performance to ensure service revenue objectives are achieved within agreed budgets.
• Manages the regular reporting of all service information (records of service visits, technical problems, actions taken and parts employed).
• Directs the analysis of customer data and the ordering of stock and spare parts to ensure materials are available for scheduled and emergency service and maintenance activities.

Minimum Required Skills and Knowledge

• Bachelor's Degree or equivalent
• 5 years of related experience
• One year of management experience or supervisory equivalent
• Ability, competence, and confidence to lead people
• Effective interpersonal skills
• Fluency in the local language and in English, both written and spoken

Other Desired Skills and Knowledge

• Sound understanding and application of contract structuring, composition, and contract negotiation
• Sound understanding and experience in establishing quotations, costing for jobs, monitoring costs, and following up on execution

Experience Level with Business Tools

Proficient in utilizing business tools such as E-mail, Microsoft Word, Excel, and PowerPoint. Experience with HCM (e.g., Workday) or equivalent ERP product and productivity software desired.