Fluid Management, Inc ., a Unit of IDEX Corporation, is the leading global manufacturer of precision dispensing and mixing equipment for the architectural paint, coatings, personal care, cosmetics, and food and beverage industries. Fluid Management has created a global product development environment through strategic growth initiatives. By leveraging our 80+ years of expertise and passion, Fluid Management delivers unequaled product innovation.
From initial design to equipment selection, delivery and after-sales service, Fluid Management strives for close teamwork with its customers, delivering high-quality, easy-to-operate products for every size and type of operation.
SUMMARY OF PRIMARY FUNCTION
The purpose of the National Service Operations Manager is to lead and provide great phone and field customer experiences while driving operational excellence including Safety, Quality, Delivery and Cost with the deployment of Fluid Management Services and Aftermarket products. The National Service Operations Manager must be a customer focused people leader who fosters a positive “team before self” work environment which is highly productive and efficiency focused. This position will be responsible for managing the strategic relationships with Fluid Management service partners in addition to developing and fostering a strong service fulfillment system.
Responsible for the leadership of Technical Support Representatives (TSR), Regional Service Leads (RSL), and Fluid Management Direct technicians (FMD) to deliver operational excellence, customer satisfaction, and aftermarket growth
Champion strategic continuous improvement initiatives that drive the service team’s efficiency and effectiveness while creating a solid support foundation
Create and implement action plans that drive desired profit margins by call categories including installations, preventative maintenance, break/fix (warranty and billable) and special projects
Partner with Engineering, Product Management, and Sales to understand customer needs – both internally and externally and develop/execute service initiatives to support these needs
Champion collection of enhanced quality data related to issues and work with various disciplines to determine root cause before ensuring 100% deployment of the resolution
Develop and grow partnerships with FM Direct Authorized Service Centers that result in healthy, long-term strategic partnerships
Work with Product Management and Sales to define and execute strategies around aftermarket growth
Drive successful service execution with scalable teams for variable service demand activities and large project rollouts
Deliver superior service quality that results in superior customer satisfaction
Forecast and monitor annual technical support and field service budgets
Create and execute effective training plans for all service associates (internal and external partners) for new products or product updates
Own the impact of the service organization as it relates to Daily Management, KPI’s, Goal Deployment, and Strategic Planning
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Bachelor degree in business or related field
5+ years of progressive experience in field service or operations - managing a field operations and/or technical team
Continuous improvement and process driven mindset
Customer service and quality assurance experience
Proven track record of driving operational excellence in a service environment – Safety, Quality, Delivery, Cost
Highly adaptable and forward-thinking
Must possess excellent communication, planning, negotiating, troubleshooting, organizational, and interpersonal skills
Based out of Wheeling, IL FM Corporate Office
Travel up to 20% of the time
MAJOR RESPONSIBILITIES INCLUDE THE PRINCIPAL FUNCTIONS OF THE JOB. THE JOB DESCRIPTION SHALL NOT BE CONSTRUED AS A COMPLETE LISTING OF ALL MISCELLANEOUS, INCIDENTAL OR OTHER DUTIES THAT MAY BE ASSIGNED DURING NORMAL OPERATIONS.
Fluid Management offers a dynamic and challenging work environment and a competitive compensations/benefits package. If you have the skills and background we are seeking, we welcome your application.
This statement affirms the continuing IDEX Corporation Policy on non-discrimination in employment and treatment during employment with regard to race, color, religion, sex, age, disability, national origin, ancestry, marital status, parental status, veteran’s status, or any other non-job related characteristic or criteria protected by law.
IDEX is an equal opportunity employer Minorities/Females/Protected Veterans/Disabled
Title: National Service Operations Manager Business Unit: Fluid Management Location: 1023 Wheeling RoadWheeling, Illinois, 60090-5776United States Function: Sales