Service Depot Operations Support Manager - Maryland

About the role

The Service Depot Operations Support Manager plays a crucial role in managing and leading a team of Support Specialists to ensure the efficient and effective service of Rohde & Schwarz products. This position is a hybrid role, requiring in-office presence 3 times a week.

Responsibilities

• Manage and lead a team of Support Specialists, providing guidance, coaching, and feedback to ensure team members are working effectively and efficiently
• Oversee the processing of service requests and orders, ensuring that all necessary information is collected, and orders are accurately entered into our service management system
• Develop the team to effectively coordinate with internal and external customers to clarify service requirements, provide regular updates on status, and resolve any issues or concerns in a timely and professional manner
• Organize recruitment and placement of required team members. Develop organizational structures needed to execute on team responsibilities
• Identify areas for process improvement and implement changes to increase efficiency, reduce errors, and enhance customer satisfaction
• Collaborate with other departments, such as Technical Operations, Sales, Marketing, and Product Management, to ensure alignment and effective communication, with a focus on customer needs and preferences
• Lead, promote, and facilitate continuous improvement activities while using problem solving and lean tools to drive change. Champion the use of best practices from LEAN principles into an administrative organization
• Participate in projects outside of your direct area of responsibility as needed to support the Service business as a whole

Requirements

• Bachelor's degree in a relevant field (e.g., Business Administration)
• Minimum 10 years of experience in a service management or customer service role, with a focus on customer experience
• Proven leadership and team management experience, with a track record of improving customer satisfaction and loyalty
• Results driven leadership, with the ability to work under pressure in a fast-paced, time-sensitive environment with shifting priorities & deadlines, with a focus on customer needs and preferences
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders
• Strong analytical and problem-solving skills, with the ability to identify and resolve complex customer issues
• Familiarity with service management systems (SAP preferred) and processes, with a focus on customer experience metrics
• Ability to travel (including internationally, mainly to Europe) up to 15% of the time

Qualifications

• Bachelor's degree in a relevant field (e.g., Business Administration)
• Minimum 10 years of experience in a service management or customer service role, with a focus on customer experience
• Proven leadership and team management experience, with a track record of improving customer satisfaction and loyalty
• Results driven leadership, with the ability to work under pressure in a fast-paced, time-sensitive environment with shifting priorities & deadlines, with a focus on customer needs and preferences
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders
• Strong analytical and problem-solving skills, with the ability to identify and resolve complex customer issues
• Familiarity with service management systems (SAP preferred) and processes, with a focus on customer experience metrics
• Ability to travel (including internationally, mainly to Europe) up to 15% of the time

Skills

• Leadership and team management
• Customer service and experience
• Process improvement and optimization
• Collaboration and communication
• Problem-solving and analytical skills
• Service management systems (SAP preferred)

Benefits

• Flexible working hour models
• Training & continuing education
• Privately owned company
• Promoting innovation
• Long-term & attractive work environment

Pay

$96K - $128K

Schedule

Hybrid role, requiring in-office presence 3 times a week