Your Rohde & Schwarz recruiting team is looking forward to receiving your application.
The Service Order Management Manager provides leadership and strategic oversight to the service order management team, ensuring operational excellence, process efficiency, and superior customer service. This role is responsible for managing team performance, driving continuous improvement initiatives, and fostering collaboration across departments to optimize service workflows.
As a key liaison between service order management and leadership, the manager plays a critical role in decision-making, resource allocation, and policy implementation, all while keeping the customer’s needs at the forefront. They are accountable for resolving escalations, identifying process gaps, analyzing performance data, and implementing best practices that align with organizational objectives and elevate the customer experience. Success in this role requires strong leadership, problem-solving, and communication skills, along with a deep understanding of service order management operations and a passion for delivering outstanding customer service. This position is based out of our North American headquarters in Columbia, MD.
Your tasks
- Oversee and manage the service order management team, ensuring efficient and accurate processing of calibration, repair, and maintenance requests.
- Develop and implement policies and procedures, ensuring consistency and adherence to best practices.
- Guide the team through daily work activities, providing support, coaching, and identifying development needs.
- Lead customer service initiatives, ensuring high-quality customer support and complaint resolution.
- Serve as the primary escalation manager, swiftly resolving critical service issues and coordinating with cross-functional teams.
- Drive collaboration with technical teams, sales, logistics, and leadership to enhance service order execution.
- Champion interdepartmental process improvements, streamlining workflows and reducing service bottlenecks.
- Conduct data analysis to track key performance indicators, identify inefficiencies, and implement improvements.
- Lead initiatives to optimize service order management processes, enhancing accuracy, speed, and customer satisfaction.
- Foster a culture of continuous improvement, encouraging the team to share insights that enhance service delivery and customer experience.
- Act as a change agent, coaching and mentoring team members on best practices for managing operational shifts effectively.
- Partner with leadership to develop scalable and adaptable processes that support long-term business objectives.
- Foster a positive workplace culture, promoting collaboration, accountability, and a strong customer service mindset.
