After Sales Operations Manager - Americas

Americas After Sales Operations Manager

*To Apply for This Role you must have the right to live and work in the USA*


POSITION DESCRIPTION

Position: Americas After Sales Operations Manager
Reports to: General Manager Operations
Supervises: Americas Technical Support, Aftersales coordination, Parts/Inventory, Solution Fulfillment

Date 15 April 2019

JOB PURPOSE
Responsible for:

  • Work integrally with USA Sales Team by provide timely and accurate market intelligence and customer focused support.
  • Managing Americas Aftersales function.
  • Managing the Americas Aftersales support activities including Framecad Care responses, Warranty processing, Technical Support, Best Practice, Parts and Customer Training requirements, order Fulfillment, achieving customer service and financial objectives.
  • Managing Framecad Americas parts warehouse and parts stock sales and replenishment. 

DUTIES AND RESPONSIBILITIES

  1. Ensure Framecad Americas Aftersales support is provided in a professional and timely manner meeting required deadlines and agreed service standards.
  2. Ensure parts sufficiently in stock in America warehouse to meet market requirements, manage America’s parts warehouse operations, sales, parts distribution for America, and stock replenishment. Ensure stock compliance with Framecad Group warehouse and stock management systems.
  3. Working with Framecad NZ Manufacturing to ensure the fulfillment activities of all Solutions & Software delivery, billing, spare parts and FTP administration is completed as per contract requirements and that the customer experience is exceptional.
  4. Manage and monitor Framecad Care response process to meet FRAMECAD customer service expectations. Recommend improvements and implement proposed improvements as agreed by the SLT.
  5. Be the champion for warranty and goodwill processing for Americas ensuring the warranty process is followed correctly and in line with FRAMECAD’s policies.
  6. Americas Field Technician Management - ensure service support is managed, scheduled and technical performance is monitored with correct documents and procedures being followed. Ensure a global standard is documented for service support delivery and service support staff implement accordingly.
  7. Be the leader for:
    a. Generating service sales proactively in market
    b. Generating parts sales proactively in market
    c. Best Practice training services (Software, Manufacturing processes, and equipment operation) and Service Level Agreement (SLA) value propositions and implementation in market ensuring the customer service expectations and FRAMECAD performance objectives are met.
  8. Coordinate customer service training resources – factory, construction and software to meet FRAMECAD’s procedures and targets.
  9. Managing customer issues to predetermined standards. Ensure all client interaction is accurate, professional and in line with FRAMECAD policy, service delivery standards and culture.
  10. Collaborate with the rest of the business to ensure service timeframes, cost, delivery, policy and processes are coordinated in line with FRAMECAD policy and strategic plans and client feedback is communicated for continuous improvement.
  11. Establish, develop and maintain systems, processes and practice for service, spare parts and warranty delivery to exceed client expectations. Monitor, measure and continuously seek ways to improve on them.
  12. Provide vision, set direction, train and develop a highly motivated Americas parts and service team to meet company goals. Actively coach and give timely specific feedback. Achieve agreed objectives. Follow the FRAMECAD Performance Review Process. 
  13. Assume responsibility and accountability for the successful activities of your team. Provide the team with a clear sense of direction.
  14. Recruiting and training America’s service and parts staff.
  15. When the needs of FRAMECAD or our clients dictate, your job will entail whatever needs to be done that is assigned by a manager providing it is within your capacity to deliver. 

PERSON SPECIFICATIONS
Prior experience required

  • At least 7 - 10 years of experience in technical equipment Customer Service with at least two years supervisory at a national level with extensive technical training and product service experience.

Commercial knowledge or skills required

  • Demonstrated working knowledge of technical parts management and principles of parts warehouse management.
  • Previous supervisory and leadership experience.
  • Strong technical background and detailed product knowledge of CAD, Electrical controls and the building industry, are combined with organizational and control abilities.
  • Developed skills in customer liaison and handling of design and technical difficulties which adversely affect client’s operations.
  • Advanced verbal and written communication skills to explain complex information to all levels of staff and clients. 

Qualifications

  • Relevant qualifications

Behavioral competencies 

Interpersonal Skills Able to build constructive working relationships with staff and clients at all levels Maintains a professional and positive approach Culturally sensitive and able to communicate with varying cultures and nationalities Communication Skills Effective verbal and written communication skills

DELEGATED AUTHORITIES

Financial (limits/mandates etc) Level 4

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