Manager, CES Central Support
Posted on :
16-10-2022
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Posted on :
16-10-2022
Job Description
Our client, a nationwide manufacturer of chemicals for use in the Food & Beverage, Refinery, Power, Semiconductor, Metals, and Chemical industries, is seeking a Field Service Manager for their Eastern Region.
Purpose of position:
This position oversees all CES Customer relationships including; 1-800 Call Center, conduit for technician scheduling, trouble shooting, safety, installations, removals, billing and CVIP processes in all Geographic Regions of Domestic U.S. Providing a team leadership role, the Manager serves as a role model for all customer dealings, monitors all team scheduling, and crisis management communications via systems used at the National Operations Center.
- Provides central coordination point for all CES field activities, ensuring consistent execution and application of CES best operating practices across all five regional teams. Ensures continuous improvement in the execution of the regional supply chain to drive cost and efficiency improvements while maintaining a minimum service level.
- Participates in the CES NA Leadership Team and has responsibility to help coordinate efforts across the various functional stakeholders (Markets, Supply Regional Management, CES Scheduling team, Embrace Productivity, and SHEQ) in servicing customers.
Principal Responsibilities:
- Planning and Organizing
- Identifies, develops and drives best practice initiatives inside the Center and with Sales, Supply, and Distribution. Ensures compliance with CES standard procedures.
- Sets and monitors long range plans for productivity goals and KPIs. Ensures all goals are in line with business needs.
- Works with KPIs and metrics to maximize continuous improvement efforts and reducing cost to serve at an agreed minimum service level
- Plans resources and sets expectations of team members to meet or exceed KPIs and targets.
Day to Day Operations
- Serves as line management escalation point to resolve customers issues
- Works with regional Supply management using the systems provided at the Center, monitors all internal and external levels of service and key performance indicators (KPIs) used in the measurement of cost to serve.
- Work closely with the Market managers and Product Management organization within a region to collaborate on a range of customer priorities, implications and initiatives.
- Provides national support for Contractor Licensing program, as it applies to CES, including managing Contractor Licenses at State level and advising on secondary licenses required in individual states or localities.
- People Management
- Responsible for overseeing supervisory aspects and provide guidance for the Coordinators
- Involved in recruiting and orientation for vacant positions
- Develops, motivates and guides all Team Members at the Center in the use of all systems and tools
- Works to map and implement training requirements for individuals
- Cascades own goals and works with Team in creating their development plans via the PMP process.
- Drives performance via various performance management tools, PMP, coaching/counselling, PIP, KPIs, etc
Additional Accountabilities
- Assist Supply regions in the delivery of safety goals
- Fosters a positive team environment
- Assist in meeting Regional sales and profit goals through delivery of cost to serve and customer service
- Responsible for the Technical performance and up-time of the Telemetry Program
Required education & skills:
- Bachelors degree in engineering, computer science, or other technical degree required. 10 plus years of relevant experience will be considered in lieu of degree.
- Preferably with minimum 5 years of industrial gases or other manufacturing experience
#PFPC
Employment Type
Full Time
Key Skills
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