Director of Operations and Customer Service

Director of Operations and Customer Service.

POSITION REPORTS: GM Mexico

PURPOSE OF POSITION
This position is responsible for coordinating, monitoring, control and direct all functions of the area of Engineering and Customer Service division. Maintaining a high level of quality service to customers with added value, generate revenue and profit growth for services rendered.
Ensure that objectives are met profitability.

MAJOR JOB RESPONSIBILITIES
• Preparation of the annual budget revenue service solutions, maintenance services, customer service and parts sales.
• Preparation of the annual sale of services budgets, general plans for maintenance and customer service.
• Intimate client relationship including regular visits to customers, looking for growth opportunities and revenue contracts.
• Developing and updating the monthly forecast of revenue and expenses.
• Implementation and monitoring of service metrics, etc.
• Develop the plan of satisfaction with services rendered.
• Review, approval and if so, sign maintenance contracts, providing support to the managements that report.
• Regular evaluation of staff performance and area meeting budgets and targets of revenue and new contracts.
• Setting, review and approval, in coordination with the Directorate General of remuneration policies and incentives to staff the area.
• Evaluating within the policies and parameters of the organization, salary increases to staff in the area of Engineering and Customer Service.
• Implement actions in case of deviation to the budget.
• Monitor compliance with policies and procedures applicable to the area and in general of the company.
• Control of imports and storage.
• Monitor to maintain satisfactory inventory levels and within the established maximum and minimum.
• Seeing that imported parts and equipment is maintained in the optimal time of delivery.
• Implementation of growth strategies and new service such as those made by PBMS in San Luis Potosi, and Chihuahua (Visteon and GM).

REGIONAL COVERAGE
1. Customer Service National level (80% Mexico City).

AREAS OF INTERACTION
General Manager
Administration and Finance
Sales Management or Sales Managers

JOB PROFILE
1. EDUCATION
- Degree in Engineering.
- MBA (desirable)

2.EXPERIENCE – Operations management
-Service / maintenance of printing equipment, copied, or similar
-Customer Support 5 years min., Complaint Handling
- Coordinating Task Forces.

3. LANGUAGE (%)
•English 90%

4. SPECIFIC KNOWLEDGE – Knowledge of printing equipment: Software and Hardware.
- Basic knowledge platforms connectivity, networking and communication protocols.
- Controls on Productivity, Management and performance of processors, graphics Effectiveness
- MS Office medium-advanced level.

5. SKILLS REQUIRED – Leadership, Teamwork and Negotiation
- Total Customer Focus / Management Metrics
-Productivity, conflict management and decisions

- Organization and Discipline.
- High sense of urgency
- Honesty and Honesty
- Focus on results, initiative
- Attitude of Service, good interpersonal communication