Senior Manager, Service
Location: USA
Responsibilities:
The person will direct and oversee MUSIC Group's AMER customer service policies, objectives and initiatives. In conjunction with management, the person will establish targets and measures for the achievement of service performance levels. The main responsibilities are:
- Develop and drive activities for improving staff performance as well as policies and procedures governing correspondence and the handling of customer complaints
- Manage the AMER service operations including Service Support, Service Depot and inventory management while increasing customer satisfaction and reducing cost
- Develop and maintain department procedures, policies and workflow to increase efficiency and customer satisfaction
- Develop, implement and manage regional KPIs
- Assist management with planning and implementing programs to meet service requirements to support short and long term business needs
- Implement and manage service inventory to ensure "just in time" inventory model, reduce excess inventory, and minimize overall Service spare requirements
- Ensure all internal and external customers receive effective and timely feedback
- Perform special projects and manage other tasks as assigned
Requirements:
- Bachelor's degree in Business Administration or related field
- Minimum 10 years management experience in a customer-facing service organization including providing leadership for repair depots, customer support, and inventory management, preferably in the Professional Audio industry
- Experienced in industry best practices
- Excellent interpersonal and communication skills
- Strong analytical skills with strategic planning abilities
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