IDEX National Service Operations Manager in Wheeling, Illinois

Title: National Service Operations Manager

Business Unit: Fluid Management

Location:

1023 Wheeling Road

Wheeling, Illinois, 60090-5776

United States

Function: Sales

Description:

THE COMPANY

Fluid Management, Inc ., a Unit of IDEX Corporation, is the leading global manufacturer of

precision dispensing and mixing equipment for the architectural paint,

coatings, personal care, cosmetics, and food and beverage industries. Fluid

Management has created a global product development environment through

strategic growth initiatives. By leveraging our 80+ years of expertise and

passion, Fluid Management delivers unequaled product innovation.

From initial design to equipment selection, delivery and after-sales

service, Fluid Management strives for close teamwork with its customers,

delivering high-quality, easy-to-operate products for every size and type

of operation.

SUMMARY OF PRIMARY FUNCTION

The purpose of the National Service Operations Manager is to lead and

provide great phone and field customer experiences while driving

operational excellence including Safety, Quality, Delivery and Cost with

the deployment of Fluid Management Services and Aftermarket products. The

National Service Operations Manager must be a customer focused people

leader who fosters a positive “team before self” work environment which is

highly productive and efficiency focused. This position will be responsible

for managing the strategic relationships with Fluid Management service

partners in addition to developing and fostering a strong service

fulfillment system.

SPECIFIC RESPONSIBILITIES

  • Responsible for the leadership of Technical Support Representatives(TSR), Regional Service Leads (RSL), and Fluid Management Directtechnicians (FMD) to deliver operational excellence, customersatisfaction, and aftermarket growth

  • Champion strategic continuous improvement initiatives that drivethe service team’s efficiency and effectiveness while creating asolid support foundation

  • Create and implement action plans that drive desired profit marginsby call categories including installations, preventativemaintenance, break/fix (warranty and billable) and special projects

  • Partner with Engineering, Product Management, and Sales tounderstand customer needs both internally and externally anddevelop/execute service initiatives to support these needs

  • Champion collection of enhanced quality data related to issues andwork with various disciplines to determine root cause beforeensuring 100% deployment of the resolution

  • Develop and grow partnerships with FM Direct Authorized ServiceCenters that result in healthy, long-term strategic partnerships

  • Work with Product Management and Sales to define and executestrategies around aftermarket growth

  • Drive successful service execution with scalable teams for variableservice demand activities and large project rollouts

  • Deliver superior service quality that results in superior customersatisfaction

  • Forecast and monitor annual technical support and field servicebudgets

  • Create and execute effective training plans for all serviceassociates (internal and external partners) for new products orproduct updates

  • Own the impact of the service organization as it relates to DailyManagement, KPI’s, Goal Deployment, and Strategic Planning

Qualifications:

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform

each essential duty satisfactorily. The requirements listed below are

representative of the knowledge, skill, and/or ability required. Reasonable

accommodations may be made to enable individuals with disabilities to

perform the essential functions.

EDUCATION/EXPERIENCE/KNOWLEDGE

  • Bachelor degree in business or related field

  • MBA preferred

  • 5+ years of progressive experience in field service or operations -managing a field operations and/or technical team

  • Continuous improvement and process driven mindset

  • Customer service and quality assurance experience

  • Proven track record of driving operational excellence in a serviceenvironment Safety, Quality, Delivery, Cost

  • Highly adaptable and forward-thinking

  • Must possess excellent communication, planning, negotiating,troubleshooting, organizational, and interpersonal skills

  • Based out of Wheeling, IL FM Corporate Office

  • Travel up to 20% of the time

MAJOR RESPONSIBILITIES INCLUDE THE PRINCIPAL FUNCTIONS OF THE JOB. THE JOB

DESCRIPTION SHALL NOT BE CONSTRUED AS A COMPLETE LISTING OF ALL

MISCELLANEOUS, INCIDENTAL OR OTHER DUTIES THAT MAY BE ASSIGNED DURING

NORMAL OPERATIONS.


Fluid Management offers a dynamic and challenging work environment and a

competitive compensations/benefits package. If you have the skills and

background we are seeking, we welcome your application.

_Affirmative Action: _

This statement affirms the continuing IDEX Corporation Policy on

non-discrimination in employment and treatment during employment with

regard to race, color, religion, sex, age, disability, national origin,

ancestry, marital status, parental status, veteran’s status, or any other

non-job related characteristic or criteria protected by law.

FLUID MANAGEMENT IS AN EQUAL OPPORTUNITY EMPLOYER COMMITTED TO WORKFORCE DIVERSITY .

IDEX is an equal opportunity employer Minorities/Females/Protected Veterans/Disabled

REQ ID: 1677