Reliability Service Customer Operations Manager

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This range is provided by Signode. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

$/yr - $/yr

Annual Bonus

About Signode:

With over $2B in revenue, 80+ manufacturing facilities across 6 continents and over 9,000 employees worldwide, Signode is a leading manufacturer of a broad spectrum of transit packaging consumables, tools, software, and equipment that optimize end-of-line packaging operations and protect products in transit. Signode brings this extensive product portfolio together under hundreds of trusted brands to offer complete transit packaging solutions to its customers.

We produce strap, stretch and protective packaging. We also manufacture packaging tools and equipment used to apply the bulk packaging materials. These commercial packaging products are used to pack, bundle, unitize, protect, and secure goods during warehousing and transit. Our company is a pioneer in the industrial packaging sector with a long history of customer-focused innovations in materials, processes and automation technology that have revolutionized the sector.

Headquartered in Tampa, Florida, we are proud to be the Transit Packaging Division of Crown Holdings, Inc. We are excited to go to market as Signode and to share the portfolio of products, services and capabilities that make us the world’s premier end-of-line packaging company.

Signode offers a comprehensive benefits package to full-time employees, which includes health, dental, vision, 401k, paid time off, life insurance, wellness perks, and more. Benefits begin the month following the hire date.

Summary:

Responsible for setting the direction of the U.S. Service Operations Team, establishing directives, aligning processes and overseeing and measuring performance thru the development and use of KPIs. Leading and empowering team members to handle customer needs and resolve issues, balancing the use of, experience, knowledge of internal processes and resources, specialist insights, and innovative technology to support Reliability Services Teams.

Essential Functions:

• Managing a team responding to customer requests; determines how to structure and resource the team to handle part orders, requests for service quotations, scheduling of service, invoicing and basic levels of technical support.
• Ensuring the excellent delivery of the overall scheduling solutions meets budget and time goals.
• Managing performance against KPIs to ensure we are meeting required SLAs for customers/accounts.
• Providing direction and guidance to the Reliability Services delivery team, ensuring their knowledge and capabilities are at levels needed to successfully perform their jobs.
• Establishing metrics and expected performance levels for all team members and providing feedback and coaching where appropriate. Setting goals to help prioritize resources.
• Analyzing and implementing price increases, margin controls and discount strategies for alignment with Reliability Services initiatives.
• Leading and managing customer relationships, communicating customer requirements to the internal Service Operations and the service business, and providing innovative solutions to solve customer needs.
• Engaging proactively with the Regional Service Managers to understand needs and drivers to ensure appropriate strategies are aligned and put in place to achieve operating outlook.
• Escalation management using (PDCA) PLAN, DO, CHECK, ACT methodology.
• While partnering with other leaders in Operations, identify areas to harmonize service operations and set practices to ensure customers have a more uniform, quality service experience.
• Collaborating closely with sales leaders and service teams to resolve service issues, solicit and gather customer and end-user feedback on equipment performance, and support with key account management activities as needed.
• Fostering relationships with key customers; specifically establishing Signode as a trusted partner for all their after-sales needs.

Position Qualifications

Education:

Bachelor’s Degree preferred or equivalent experience.

Experi…