Customer Service Operations Assistant Jobs in Tennessee

POSITION SUMMARY

The VP Service Operations Americas will lead service operations across the Americas. This role carries full P&L responsibility for the regional service business, overseeing multiple service hubs and field service teams with responsibility to deliver revenue from maintenance, repair and overhaul work in support of our customers. As a key member of the Americas Leadership Team, the VP will report directly to the Executive Vice President, Americas and will be based in the US.

RESPONSIBILITIES & DUTIES

• Lead and develop regional service teams to drive performance and customer satisfaction while conducting business at the safest possible level on Kelvion and customer sites.
• Deliver monthly, quarterly, and annual service revenue and margin targets.
• Expand service capabilities and geographic reach in the Americas to meet customer demand, to include use of channel partners for regional field service support.
• Interact directly with customers at multiple levels, CEO to shop floor, in representing Kelvion while driving customer satisfaction and future business opportunities.
• Implement standardized service processes and digital tools to improve efficiency and consistency.
• Maximize utilization of service capabilities and infrastructure.
• Hire, set clear expectations and follow through on deliverables.
• Foster people development and drive talent retention within service operations.
• Support strategic initiatives aimed at transformational growth and brand expansion in alignment with global objectives.
• Collaborate with cross-functional teams to align service strategies by product and market served.
• Expand market share and penetrate new industries through service excellence.
• Enhance organizational structure to scale the organization for future growth.
• Lead the Americas service organization to meet operational and financial targets.
• All other duties assigned.

OTHER RESPONSIBILITIES

• To ensure Kelvion’s Standard of Excellence, which includes quality, is incorporated into every product we produce.

• Follow all company policies and procedures, including but not limited to Global Code of Business Principles, Code of Ethics and Business Conduct, Vision and Values, Operational Framework

REQUIREMENTS (KNOWLEDGE, SKILLS & ABILITIES)

• Deep understanding of service delivery processes and customer lifecycle management, to include experience with service overhaul programs, service parts sales and field service support.
• Hands-on leadership style with strategic vision and tactical execution capabilities.
• Change agent with the ability to integrate into existing teams while driving transformation.
• Willingness to travel across the Americas as needed.
• Represent the Americas region in global forums and legal entities on service-related matters.

EDUCATION AND EXPERIENCE (required levels)

• Bachelor’s Degree from an accredited university program
• 10 plus years of experience in operations, leading others in a medium-sized, global organization—preferably in industrial or manufacturing environments.
• Experience working in matrix organizations; exposure to international work environments is a plus.
• Strong track record of delivering revenue targets in competitive markets.
• Skilled in managing and closing large-scale service projects.

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to stand; reach with hands, arms, and shoulders. The employee is occasionally required to walk; sit; climb or balance; stoop, kneel, crouch, or crawl; and talk and hear. The employee occasionally will be required to hand lift and/or move objects up to 50 pounds.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.