Nestle Service Operations Manager in Thonotosassa, Florida
The Service Operations Manager, Deployed Trade Asset is responsible for all aspects of NAM Deployed Trade Assets including location and customer data accuracy; optimizing end to end processes; analysis and strategy around deployments; key liaison with Sales and Sales Operations; management of Call Center activities including customer interaction, phone fixes, call campaigns, dispatching of installation, removal and repair calls; management of back office group; and, ticket receipt and closure, purchase order and sales order processes.
Manages the location accuracy of approx. 54,000 Deployed Trade Assets and appropriate tracking & accounting for Lost/Missing assets.
Continuously improve operational efficiency in support of that accuracy as well as compliance with Best Practices and localized procedures.
Ensure regular reviews of Equipment Lost, Damaged or Destroyed by customers are completed and take action as required (customer billing, write-offs, etc.); work with Sales Operations to facilitate actions with Sales and Finance for accounting.
Provide oversight for the Call Center Operations team and act as liaison between the Call Center and others in Trade Assets & Service and Commercial Teams, especially Sales.
Improve customer satisfaction and retention through call center continuous improvement and excellence, participation on the Retention team, spearheading action on customers with high # of service calls, and continuous improvement in phone fix %.
Ensure timely paperwork and invoice processing; find ways to expedite third party reporting of completed tickets to increase equipment location accuracy; oversee audits of invoices for labor and parts.
Working with Sales and Sales Operations, ensure timely processing of Salesforce (Installs, Removals, and Replacements), including processes around new Customer Master Data setups for new installs, reporting and analysis on Install Lead Times, Delays and Failed Installs.
Facilitate regular interaction with Service and Sales Leadership to improve cross-functional operational efficiency and enable cross-functional problem solving.
Primary contact with Sales Operations to coordinate execution of Best Practices such as zero Velocity throughputs, LPA Alarms, sales feedback on verifications, customer billings and other special projects.
Coordinate with Finance and possibly NUSA for various customer billings including lost or damaged equipment, ProCare and other potential cost recoveries.
Responsible for analysis, interpretation, and direction of various trade asset operational metrics and KPI s. Communicate findings and recommendations to key senior leaders.
REQUIREMENTS, MINIMUM EDUCATION LEVEL, AND EXPERIENCE:
5 years of sales or service operation required
Bachelors Degree required
Experience of identifying and executing efficiencies, improvements and cost savings is preferred.
ERP System experience, In-depth Excel knowledge.
Masters Degree is preferred
Proven capability to influence cross functionally through strong communication skills and collaboration
Strong analytical skills including data mining and management and ability to read and interpret data and develop recommendations based on business initiatives and strategy
Manager experience and team leader experience required
Good organizational skills, time management, ability to manage multiple priorities
Significant Experience with Project management, organizational skills and attention to detail
Experience communicating at all levels within an organization and maintain solid relationships with internal and external partners
Experience working in a system and proficient in Microsoft Office
The Nestl Companies are equal employment and affirmative action employers and looking for diversity in qualified candidates for employment.
Category: Management, Customer Service/Order Management