Every day, we get opportunities to make a positive impact - on our colleagues, partners, customers and society. Together, we're pioneering the solutions of the future and unlocking the full potential of precious resources. Trusted to act on initiative, we challenge conventional thinking to develop world-leading technologies that inspire progress in vital areas, including energy, food, water and shipping.
As we push forward, the innovative, open spirit that fuels our 140-year-old start-up culture and rapid growth also drives our personal growth. So, as we shape a more resourceful, less wasteful world, we build our careers too.
About the job...
The Service Operations Manager is responsible for maintaining and continuously improving the operational effectiveness of all service-related activities. By optimizing these efforts, Alfa Laval aims to enhance customer experience and foster loyalty for both new and after-sales. This role works closely with the Contherm Sales Manager to support the sale of parts and value-added Contherm services. The operational activities within Contherm Service contribute to and support business globally.
This is an onsite position located in Newburyport, MA.
Responsibilities include:
Develop the overall Service Operations strategy for the department with focus on continuously improving our Service product offering and optimizing our processes and procedures.
Develop and maintain Standard Operating Procedures (SOPs) for service-related activities, including customer helpdesk management, scheduling service resources, and field service implementation.
Oversee service-related order fulfilment, pricing deployment, process standardization, and SOP monitoring to ensure high performance and low error rates.
Contribute to achieving financial and non-financial targets of the department by supporting and working collaboratively with the Service Sales Manager.
Manage the RMA process, claims support, and rental order fulfilment, ensuring efficient inventory management.
Collaborate with the Service Sales Manager to achieve departmental targets and work with the business unit Channel team to enhance service competence with channel partners.
Support organizational digital initiatives and connectivity offerings.
Create innovative training content for internal and external audiences, leveraging digital and face-to-face platforms.
Provide strategic direction and oversight of service technicians and assist relevant business stakeholders with service operations tasks.
Allocate service resources as needed and monitor budget adherence for Service expenses.
"We care about diversity, inclusion and equity in our recruitment processes. We also believe behavioral traits can provide important insights into a candidate's fit to a role. To help us achieve this we apply Pymetrics assessments, and upon application you will be invited to play the assessment games."
What you know:
Bachelor's degree in Mechanical Engineering, Mechanical Engineering Technology, Manufacturing Technology, Chemical Engineering, or equivalent industry experience.
3 years of experience as a manager in field service positions.
Familiarity with utilities such as steam/boiler applications, liquid cooling systems, or expansion refrigerants.
Proficient in Microsoft Office and CRM systems.
Strong ability to work independently.
Skilled in communicating technical information to customers and sales channels, both in group presentations and one-on-one settings.
Strong presentation and communication skills.
What's in it for you?
At Alfa Laval, we carefully consider a wide range of factors to determine your total compensation package. We rely on market indicators and consider your specific job, background, skills, and experience to get it right. The base salary for this role is typically $80,000 to $100,000.
Alfa Laval is an equal opportunity employer. We are committed to building an inclusive and diverse workforce. All employment is decided on the basis of qualifications, merit, or business need, without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
