[Remote] Service Operations Manager - Dallas, TX
Note: The job is a remote job and is open to candidates in USA. Varian Medical Systems, Inc. is hiring a Service Operations Manager to lead service operations, including technical and administrative support, repairs, preventive maintenance, and engineering upgrades. The role oversees customer service and relations, service delivery improvements, budgets, financial performance, and coordination with other departments.
Responsibilities
- Ensures implementation of and adherence to strategies, policies, processes and methods for service operations activities (technically and/or commercially), for assigned organizational unit
- Directs the coordination of technical and administrative support activities including repair, preventative maintenance, and engineering change upgrades in order to provide the highest level of service, maximize customer satisfaction and achieve financial objectives
- Provides direction for the delivery of pre- and post-sales services and support to customers
- Participates in the resolution of customer concerns and defining and developing a customer contact strategy
- Ensures adequate records and systems are maintained. Schedules personnel responding to critical situations
- Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer
- Manages a profit and loss center
- Implementing the company's policies, programs, and guidelines; ensuring employee productivity and growth; managing resources; knowing Varian's business; and maintaining functional, technical, and external market awareness necessary for managing immediate organization
- Cooperate with other departments (local Sales, Installation, Applications, Order Processing, Product Support, Manufacturing, etc.) and provide them the necessary support to provide them the best service and maintenance services and optimize customer relations
- Manage customer relations in all service and maintenance matters (service requests, contractual services, emergencies), to ensure customers can operate their VMS equipment according to technical and safety guidelines with the highest level of satisfaction
- Establish service budgets and monitor financial performance, to ensure service revenue objectives are achieved within agreed budgets and with maximum cost effectiveness
- Manage the regular reporting of all service information (records of service visits, technical problems, actions taken and parts employed), to ensure accurate updated customer maintenance information is available to all VMS parties
- Direct the analysis of customer data and the ordering of stock and spare parts, to ensure all materials are available for scheduled and emergency service and maintenance activities within the agreed budgets
Skills
- Bachelor's Degree or equivalent 5 years of related experience
- One year of management experience or supervisory equivalent
- Ability, competence, and confidence to lead people
- Effective interpersonal skills
- Fluency in the local language and in English, both written and spoken
- Proficient in utilizing business tools such as: E-mail, Microsoft Word, Excel, and PowerPoint
- Qualified Applicants must be legally authorized for employment in the United States
- Qualified Applicants will not require employer sponsored work authorization now or in the future for employment in the United States
- A successful candidate must be able to work with controlled technology in accordance with US export control law
- Sound understanding and application of contract structuring, composition, and contract negotiation
- Sound understanding and experience in establishing quotations, costing for jobs, monitoring costs, and following up on execution
- Experience with HCM (e.g., Workday) or equivalent ERP product and productivity software desired
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- 401(k) retirement plan
- Life insurance
- Long-term and short-term disability insurance
- Paid parking/public transportation
- Paid time off
- Paid sick and safe time
Company Overview
