Head of Operations Engineering, Customer Service Delivery & Parts

Recruiter
High Profile Resourcing Ltd
Location
Dunstable
Salary
From £50,000 to £60,000 per annum £50-60,000 + benefits + career oppor
Posted
04 May 2019
Closes
20 May 2019
Head of Operations – Engineering, Customer Service Delivery & Parts Location: Bedfordshire – some travel Salary: £50-60,000 benefits career opportunities Reporting to the MD you will hold a pivotal role within our Client’s niche market leading organisation in ensuring B2B customer experiences are delivered through the engineering, parts and customer contact centre teams This position will be responsible for generating a top-down forecast based on incoming volume and creating execution plans that align resources and demand to ensure both operational budget and service levels are met for all customers. This includes but is not limited to trending of incoming volume, monitoring and planning for events that impact workload, validation of resources, and weekly reconciliation between operational forecast and budget. The role: Provides direction to the managers and teams by hiring, coaching, counselling, training, and providing feedback. Responsible for meeting established team goals, monitoring and controlling workflow and contributing to the effective operation of the Regional Field Operations Engineering teams. Ensures compliance with department policies, procedures, and practices. Manages monitoring, ticketing, change management, work prioritisation, and execution of Maintenance Technicians to address and repair service within the customer network Participates in system enhancements for performance, helps identify ways to improve call and increase effectiveness of the Field Maintenance workforce. Implements improvements for employee engagement with existing and new company strategies. Assists in the assessment of web based tools to enhance workflow and operational effectiveness. Documents, compiles, and correlates various reports including worklogs, on-call updates, quality control, corporate reports, and trouble call reports to improve customer service and overall performance of the team. Establishes positive employee relations through effective communication and ongoing support. Participates in professional development for operations centre staff to specifically focus on forward looking technical and organisational skills. Develops an effective front line leadership team and assist with developing their direct reports to drive a high performance proactive culture and environment. Develop robust, trusting relationships with key stakeholders and senior leadership, and identify opportunity to improve operations. Create and maintain a strong safety culture that continuous seeks to eliminate risks from the operation Command a strong senior presence, lead and build a team of high performing operations teams Drive creation of quality initiatives, process change initiatives and other Lean initiatives to enable their functional area and ultimately meet and exceed business plans Monitor and drive key performance end to end metrics to ensure that they are providing excellent customer experience and delivering on our Client’s promise Contribute to the development of new tools, processes and technology which make our teams more efficient and effective Support operational strategy and innovation to drive business goals for revenue, operational performance, and profitability Manage multiple priorities in a face-paced environment with effective communication and thorough follow through Establish sound process improvement initiatives that drive year over year improvement, as well as streamline and optimise day-to-day operations Holds team accountable to achieving results through coaching and performance management Ensures all customers’ requirements and needs are met Develops and executes operational strategies to deliver results Responsibilities associated with the installation, maintenance, and construction of at the customer site The person: Degree educated or equivalent Technical operations leadership experience to have included field engineering and technical call centre assistance Experience with complex operational, process, and performance improvement projects (lean or six sigma experience highly valued) including process mapping and process re-design Strong process, manufacturing, or engineering background with an ability to understand work flow and throughput in the operation Ability to work collaboratively across functions and synthesize multiple points of view into a streamlined action plan Proven ability as a passionate people-centric leader who can effectively drive results in a fast-paced growing company Demonstrate passion and continued focus of safety as a value rather than just a priority Able to hit the ground running - a confident, entrepreneurial self-starter with the ability to manage and prioritise projects to delegate tasks appropriately Demonstrate leadership in building a culture of Continuous Improvement for process and operation s Analytical ability necessary to gather and interpret data to further develop, recommend and implement solutions Technologically savvy, collaborative confident leader, familiarity with google suite products a plus Extremely organised, meticulous and detailed oriented Ability to effectively manage multiple projects, resources, priorities, and timelines Proven written and oral communication skills, including ability to interact with all levels of management, staff and the public Ability to work effectively across organisational boundaries Ability to review, analyse, and audit report and information output for accuracy Ability to define and solve a variety of problems by collecting data, establishing facts, and drawing valid conclusions Ability to confidently make decisions Able to articulate business/departmental KPI’s to work groups (i.e., can clearly set goals/objectives to positively impact the budget) Strong customer orientation To apply please email your CV, or call for more details This job was originally posted as www.totaljobs.com/job/86136235

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