Service Operations Manager

Baxter•West Chester, OH

2d•Hybrid

About The Position

In this role you will provide direct supervision, leadership, coaching, and daily direction for a multi-site (geographically disbursed) staff. Overall responsibility for training and performance in the areas of safety, customer satisfaction, continuous improvement, achievement of key performance metrics and following all SOPs and work instructions for a technical and customer service focused team. The SOM reports to the Senior Manager of Service Operations.

Requirements

Bachelor’s Degree required.
5+ years progressive supervisory experience (related industry preferred).
Ability to travel overnight and up to 50% within the geographic assigned area.
Proficient digital literacy in Microsoft Office.
Proven competence in presenting vision and aligning staff’s performance while establishing goals and standards to coach, develop, recognize and reward.
Demonstrated ability in building customer relationships, working as a team player, and following-up and following through.
Frequently works in environments were biohazards could be present. i.e. Hospitals, Service Centers, and Depots.
Must wear personal protective equipment including but not limited to safety shoes, eye protection, gloves, and protective clothing. Gloves supplied include both latex and non-latex materials.
Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.

Responsibilities

Provide direct supervision, leadership, and coaching for a multi-site staff (7 to 28 non-exempt and exempt associates) recruiting, hiring, training and developing associates.
Perform all personnel-related activities, including hiring, disciplining, developing, coaching, providing work performance evaluation, and termination.
Establish reputable working relationships with sales colleagues, as well as with other departments, external customers and suppliers to ensure strategic cross-functional cooperation and success.
Conduct biannual/annual performance reviews to ensure performance expectations are set, supervised and executed.
Achieve operational results achieving all key performance metrics in the areas of safety, development, customer satisfaction, operations improvements and cost containment to reassess priorities and realign goals.
Develop key project plans to justify personnel and equipment requirements and execute to completion.
Achieve financial results driving profitability in service revenue through the efficient execution of service resources to complete contract terms and conditions.
Direct responsibility for Fee for Service (FFS) generation and meeting set targets while assisting in service revenue retention through the compliance of service contract performance to plan and renewal based on performance and value of service provided.
Meet or exceed customer satisfaction through related metrics such as elapsed time, open calls, capital contract compliance, 24-hour repairs, etc.
Partner to develop and present quarterly business reviews to customers.
Ensure compliance by demonstrating, instructing and monitoring of all federal, state, and local regulations and company policies while supervising to ensure the implementation of all continuous improvement opportunities for all operational processes and standards.