Service Manager-Consumer Optics

Hebron, KY 41048

Posted: 05/24/2019 Employment Type: Permanent Job Category: Management - Non-Technical Job Number: 12840

Exciting opportunity to lead a team within  Sports Optics with an industry leader. Do you want in?

Blackstone Technology Group, an award winning technology consulting and talent agency is seeking a Service Manager to  join our team at our client’ s site in  Hebron, Kentucky

Job Duties:

• Establish and maintain a fully functioning repair service department which services our Consumer Products incl. binoculars, rifle-scopes  and camera lenses
• Lead and develop team of technicians and administrators
• Streamline administrative processes and establish checks and balances to ensure a maximum of process effectiveness/efficiency and visibility for all parties involved
• Manage and enhance the current KPI system via real time reporting tool (SalesForce) and measure the Customer Perfect Service (CPS), Average Repair Time, Number of repair cases created and number of current open repair cases
• Drive the CPS Meeting to work with the Feedback provided by the customer to identify patterns and drive process improvements and actively work with detractors
• Constantly improve communication towards the customer and make the repair process as transparent as possible
• Use the provided qualification matrix as a GAP analysis tool to keep track of the current status of what can be repaired locally and what is needed to enable to team to repair locally 80% of the service cases with 10 working days
• Manage and enhance the class B inventory and spare part process to enable maximum visibility for departments such as dealer & consumer service or supply chain specialist
• Interface directly with our customers and dealers on service issues
• Creating and/or supporting the creation of technical documentations for all relevant product groups
• Acquire the necessary knowledge to repair camera lenses and sports optics products by attending training courses
• Ensure and maintain a safe working environment, including proper use of tools and test equipment
• Liaison with other parts of the organization incl. but not limited to Sales and Administration teams in the US and the Global Service organization
• Travel of up 10% is required

Job Requirements:

• Bachelor’ s degree in a related technical discipline
• Minimum 5+ years of experience in a customer service/repair environment is mandatory
• Experience with optical and / or precision mechanical equipment is preferred
• Strong customer oriented mindset
• Management experience / leadership experience highly desired
• User experience of SAP and is recommended
• Self-motivated, highly organized with the ability to anticipate opportunities, as well as prioritize and multi-task
• Strong team player
• Basic knowledge of MS-Office (esp. Excel, Word, Power Point)

Blackstone Talent Group is a division of Blackstone Technology Group, a global IT services and solutions firm that implements technological solutions across commercial industry verticals and the US Federal Government. Blackstone’ s global talent practice was founded in 1998. Blackstone Talent Group has offices in San Francisco, Denver, Houston, Colorado Springs, and Washington, DC. We specialize in providing clients the best talent across a variety of industries and sectors.
EOE of Minorities/Females/Veterans/Disabilities

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