AVL North America

Global Service Manager

US-MI-Bloomfield Hills
1 month ago(12/14/2017 2:37 PM)
ID
2017-2047

Overview

Responsible for the global management, oversight, and business development of all customer service / customer support related activities.  This includes developing, growing, and maintaining key customer relationships at the senior management level, global resource management/allocation, and global service contract management for General Motors.

Responsibilities

  • Provide leadership for the day to day global support and customer service operations.
  • Direct and oversee all aspects of customer service engagement, objectives, and initiatives.
  • Maintain high level of customer satisfaction by determining customer’s needs and delivering services that consistently meet those needs.
  • Create & execute a customer engagement strategy.
  • Plan and control the operational effectiveness and financial performance of the customer service engagement.  Define continuous improvement initiatives to continue delivering on-going value to the customer.
  • Develop and support the launch and execution of new applications and methods that create customer benefit.  Support the execution of specific AVL strategies with applications and methods at the customer, ensuring AVL resources are prepared appropriately.
  • Provide support to Global Business team’s commercial, project execution, and engineering teams when necessary.
  • Serve as the conduit and customer interface for AVL Global Customer Service.
  • Coordinate, communicate with, and support AVL’s global and local customer service teams, including frequent interaction with AVL’s headquarter organization.
  • Application of the Global Service Strategy across AVL affiliates globally.
  • Coordinate with Global Customer Services the Development and implementation of consistent processes and maintain it by using AVL systems to ensure business objectives are met.
  • Plan and lead the personnel aspect of the service with emphasis on maintaining proper staffing levels, meeting training requirements (QI) and establishing desired levels of performance by the use of performance standards.
  • Effectively ensure that all resources have the proper tools and information to perform their jobs to AVL high standards and customer satisfaction.  Ensure AVL employees supporting customer conform to all quality standards that impact customer satisfaction.
  • Coordination of billing and time tracking.
  • Work cross functionally with other business units and other affiliates.

Qualifications

  • Bachelor or Master’s degree in business, operations management, software, engineering or equivalent.
  • Approximately 5-7 years previous operations management experience including customer service, forecasting, scheduling and real-time operations management.
  • Familiar with a variety of the field's concepts, practices, and procedures.
  • Relies on extensive experience and judgment to plan and accomplish goals.
  • Performs a variety of tasks, leads and directs the work of others.
  • Excellent people, verbal and written communication skills.
  • Detail oriented with ability to work effectively in a team environment.
  • Must be able to maintain confidentiality at all times.
  • Ability to travel both locally and internationally as needed.

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