Service Operations Manager - Electronics

Staffmark Workforce Solutions offers this exciting contract opportunity at a global leader in electronics, mobile devices, and appliances located in Plano, TX.

Service Operations Manager - Electronics

Top Skill Sets Required:

1. Troubleshooting and On-call support (including weekends)

2. Experience with supporting and managing the process for well known branded products

Position Description

Seeking a highly motivated and detail-oriented Service Operations Manager to join our growing team. In this role, you will be a key player in ensuring the smooth and efficient delivery of services to our Branded locations. You will be acting as a liaison between internal departments and external customers, resolving issues, and contributing to continuous improvement initiatives.

Responsibilities:

* Incident Management: Respond to and resolve service incidents and requests, escalating complex issues to the appropriate teams, and ensuring timely communication and resolution.

* Problem Management: Contribute to the identification and analysis of recurring problems, working with the team to implement permanent solutions and prevent future occurrences.

* Change Management: Support the implementation of changes to services and systems, ensuring minimal disruption to clients and following established procedures.

* Customer Support: Provide exceptional customer service to both internal and external stakeholders, answering inquiries, resolving issues, and ensuring customer satisfaction.

* Monitoring and Reporting: Monitor service performance and identify potential issues. Generate reports and presentations on key metrics and trends, providing insights to the operations team.

* Process and KPI Improvement: Identify opportunities for improvement in service operations processes and contribute to the development and implementation of new procedures.

* Documentation: Maintain accurate and up-to-date documentation for service operations processes and procedures.

* Collaboration: Work closely with other teams, including engineering, sales, and product development, to ensure seamless service delivery.

* Project Support: Assist with various projects related to service operations, as needed.

* Presentation Support: Assist and facilitate presentations related to all service operations.

* On-Call Support: Provide after-hours/weekend support for critical services.

Requirements:

* Bachelor's degree in a related field (e.g., Telecommunications, Information Technology, Business Administration) or equivalent experience (7+ years)

* Proven management experience in a service operations or technical support role

* Proficient with Microsoft Office Products (PowerPoint, Excel, Word, Outlook, Visio)

* Experience with data reporting and processing systems (e.g., SAP, Tableau, etc.)

* Demonstrate ability to navigate organizations and ability to drive for results

Necessary Skills and Attributes:

* Exceptional problem-solving skills for creative solutions by leveraging available resources

* Quantitative analysis skills with the ability to develop and deliver a compelling story with data to support the position.

* Ability to work effectively and under pressure in a fast-paced environment

* Excellent communication and interpersonal skills

* Highly organized and effective time management skills

* Strong customer service orientation

* Ability to work either independently or in a team environment to achieve goals within established time frames

Staffmark talent working with this client receive competitive compensation and a great benefits package including medical, dental, vision, 401K, and Paid Time Off plus more!

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All employees are directed to familiarize themselves with this policy and to act in accordance with it. All decisions with respect to employment matters and other phases of employer-temporary employee relationships will be in keeping with this policy and in accordance with all applicable laws and regulations.