Area Operations Leader

About the role

This position is responsible for providing the leadership for all activities in the value stream process from the time the customer center receives the purchase order (PO) for an equipment or services sale through PO closure. This position has responsibilities to all processes within that oversight, including service coordination, daily process management, order management, parts inventory and shipment, inside sales, invoicing and collections, and customer satisfaction for 4 customer center locations across Texas & Oklahoma.

Responsibilities

• Monitor the order management process and identify process improvement opportunities to drive accuracy, efficiency, timeliness, and customer satisfaction.
• Collaborate with sales on contract terms and order processing to minimize errors and maximize accuracy and on time delivery.
• Collaborate with service to ensure optimal customer experience, parts and resource availability and technician productivity.
• Visit customers on a regular basis to understand process challenges and customer requirements.
• Effectively attract, coach, counsel, train and develop all inside sales employees.
• Drive continuous improvement through company performance management process and technical product training programs available.
• Develop employee skill levels, including customer service, process and technical skills, to the highest degree possible.
• Proactively manage the workforce with cross-training and support to manage employee gaps, leveraging strengths and employee skill sets.
• Maximize cash flow by ensuring invoices are generated immediately upon completion of work, resolving disputes in a timely manner, managing budgets, and increasing utilization of sales support operations team.
• Create standard work processes where needed and ensure they are followed.
• Improve transactional processes impacting the customer experience and increase overall customer satisfaction.
• Ensure environmental, health and safety compliance within service team.
• Provide training to all employees to ensure a safe and productive work environment.

Requirements

• Bachelor’s Degree required in a related discipline; Engineering, Technical, Marketing or Business preferred.
• Individual must have a minimum of 7–10 years of experience in industrial product space, preferably with a diverse product portfolio including service offerings.
• Leadership skills are essential.
• Individual must have a minimum of 3–5 years management experience; preferably in a customer-facing environment.
• Work is completed through other employees, so this person must excel at hiring, developing, training, coaching, leading and motivating a diverse workforce for optimal results.
• Profit & Loss experience is critical.
• Individual must have experience in forecasting needs, obtaining resources, and managing budgets.
• A strategic business mindset is important.

Travel & Work Arrangements

This position will be based out of one of the regional customer centers in Texas or Oklahoma with regional and overnight, out of town travel required (45–70%).

Benefits

• Health care options including medical and prescription plans, dental and vision coverage, and wellness programs.
• Life insurance and a robust 401(k) plan.
• Paid time off and an employee stock grant.