Service Operations Supervisor - Products

Faith Technologies•Appleton, WI

About The Position

You’ve discovered something special. A company that cares. Cares about leading the way in construction, engineering, manufacturing and renewable energy. Cares about redefining how energy is designed, applied and consumed. Cares about thoughtfully growing to meet market demands. And ─ as “one of the Healthiest 100 Workplaces in America” ─ is focused on the mind/body/soul of team members through our Culture of Care. The Service Operations Supervisor- Products is responsible for overseeing service programs, relationships and activities as they relate to our Excellerate Product business. This includes defining service offerings, development of service support tools, while creating and defining the processes that drive these activities. The ideal candidate is organized, proactive, and able to interface effectively with external and internal cross-functional teams to ensure professional execution of Excellerate Product service matters. An ideal candidate for this role would have a proven track record of managing field service activities, coordinating teams, and driving service delivery improvements; along with proficiency with ERP or CRM platforms (e.g., Salesforce, Oracle, Service Cloud, NetSuite). Additionally, strong leadership, analytical, and communication skills, and the ability to collaborate effectively with customers, executives, field teams, and OEM partners are preferred.

Requirements

Education: Associate’s or Bachelor's degree in Business Administration, Engineering Technology, or training relevant to electrical distribution products OR
Experience: 2+ years of experience in a warranty, service coordination, or customer service role
Travel: 0-10%
Work Schedule: This position works an average of 40 hours between the hours of 7 am and 5 pm, Monday through Friday.

Nice To Haves

proven track record of managing field service activities, coordinating teams, and driving service delivery improvements
proficiency with ERP or CRM platforms (e.g., Salesforce, Oracle, Service Cloud, NetSuite)
strong leadership, analytical, and communication skills, and the ability to collaborate effectively with customers, executives, field teams, and OEM partners

Responsibilities

Oversees and coordinate obtaining service rights from critical equipment providers
Coordinates the creation and scope of product service offerings
Plays a pivotal role in the creation and development of various service support tools
Responsible for the creation of service reports and procedures executed on our electrical distribution products
Acts as a liaison between product OEM and service partners as appropriate.
Supports the development and reporting of key metrics, including response times, effectiveness, and cost of service activities.
Provides input on recurring product issues and work with engineering and reliability teams to reduce failure rates.
Responsible for the creation of SOPs and work instructions, confirming they remain up-to-date.
Actively participates in the product development process with responsibility over your associated deliverables.
Performs other related duties as required and assigned.