E80 Group · 16 hours ago
Regional CS Operation Manager - Middle East
Chicago, IL
Full-time
Onsite
Mid, Senior Level
$120K/yr - $140K/yr
7+ years expE80 Group is a company focused on enhancing customer satisfaction through effective management and coordination of customer service operations. The Regional Customer Service Operation Manager will oversee technical resources and service teams, ensuring maximum customer satisfaction and collaboration across departments to resolve issues efficiently.
Industrial AutomationLogisticsManufacturingWarehousing
Responsibilities
Be the first point of contact to coordinate between customer service account manager and service operation team to deliver maximum customer satisfaction for any customer service-related aspects such as asset and system performances, tickets resolutions and service delivery in general
Functional responsibilities over spare part admin, remote support resources, engineers and back-office service and embedded coordinators in a matrixial organization to resolve all clients’ needs in shortest time possible
Establish an operational customer care vision aligned with business objectives with upper management
Motivate and contribute to develop high-performance teams capable of providing excellent service to both internal and external customers
Contribute for estimation, feasibilities studies and implementation of service improvement initiatives such as retrofit and asset and system performance enhancement to be sold
Lead a team of resident engineers across specific regions or plants for active ITS contracts
Identify client’s needs based on reported tickets, develop and implement actions plan, align priorities between clients corporate teams, client plants and other E80 departments to deliver maximum customer satisfactions
Ensure consistent and efficient coordination across departments to ensure efficiency in customer service issue resolutions
Take ownership of customer issues and follow problems (technical, system management, client behavior, safety, communications but not limited to) through to resolution working with Customer Service Account Manager
Be the contract manager for the agreement in place with key accounts
Act as an internal consultant to recommend improvement initiatives to increase customer satisfactions and operation of our clients using E80 technologies
Analyze weekly system performances and proactively put in place corrective actions if needed working with customer service account manager
Collaborate with other departments, such as Sales and Operations, to align customer service practices with overall company goals
Execute the customer service strategy, short- and long-term resource planning aligned with the company for specific account or region
Management of all customer service tickets (including creation of tickets if necessary) in company CRM
Organize meetings with management and other departments to create action plans for resolving issues and implementing strategies for regions or key accounts
Prepare and analyze customer service KPI’s for client and region managed supporting Customer Service Account Manager when necessary
Strategic analysis of equipment and system performances to understand how to support and help E80 client in maintaining and / or improving asset and system performances
Management of contract governance for specific account, including reporting of KPI’s, discussions with client and implementation of corrective actions in order to achieve the KPI agreed
Qualification
Required
Bachelor's degree in engineering, operations management, or related field (preferred)
7+ years of experience in the material handling, packaging equipment, robotics, and palletizing industry is essential in customer service, project management, asset management
Familiarity with industrial equipment design, manufacturing, and maintenance processes is highly preferred
Technical proficiency in automation and control systems, including PLC programming and troubleshooting, is highly preferred
Experience in leading cross-functional teams to drive improvement initiatives and enhance customer satisfaction is a must
Extensive hands-on experience with LGV, ASRS, and robotic systems, including a strong emphasis on problem-solving skills to effectively troubleshoot, optimize, and enhance system performance
Knowledge of SAP ERP, CRM (Salesforce)
Good knowledge of Microsoft Office 365 and Microsoft power platform tools for collaborative and agile approach
Strong analytical skills and attention to detail
Excellent communication and collaboration abilities
Passion for customer service and a customer-centric mindset
Preferred
CPE, CPS, CMRP Certifications highly preferred
Benefits
Health, Dental, Vision Insurance
Life
STD
LTD
PTO
401K match
Company
E80 Group
Our Group was created with the aim of strengthening its presence on the international market and promoting innovation for an increasingly sustainable growth.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Andrea DelGrosso
Managing Director E80 Group S.p.A - Market Operations
Vittorio Cavirani
Direttore Generale e Vice Presidente di E80 Group
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