Job Description & Requirements
The Operations Director will oversee and manage all aspects of the service and repair operations, ensuring optimal efficiency, cost-effectiveness, and quality of work. The role involves coordinating service and repair activities for heat transfer products and industrial radiators, managing a team of technicians, and working closely with the production, procurement, and sales teams to meet customer requirements. The role will also be responsible for continuous improvement of processes, ensuring compliance with safety standards, and meeting customer satisfaction targets.
Responsibilities:
- Oversee day-to-day operations for service and repair, ensuring the timely and effective completion of jobs.
- Manage and coordinate a team of service technicians and repair specialists, ensuring high-quality service delivery and adherence to safety standards.
- Plan, schedule, and monitor repair work to optimize resource utilization and meet customer deadlines.
- Collaborate with procurement to ensure availability of parts and materials required for repairs and maintenance.
- Maintain strong relationships with clients, addressing service inquiries, resolving issues, and ensuring customer satisfaction.
- Implement and monitor KPIs related to service quality, turnaround time, cost management, and safety compliance.
- Drive continuous improvement initiatives to enhance service quality, reduce repair lead times, and improve operational efficiency.
- Develop and implement service policies, procedures, and guidelines to ensure consistency and compliance with company standards.
- Ensure all repairs and servicing comply with regulatory requirements and internal standards.
- Report on operational performance, resource utilization, and customer satisfaction to senior management.
- Oversee the maintenance of service equipment and ensure its operational readiness at all times.
- Manage budget and financial aspects of the service and repair department, including cost control and revenue forecasting.
Requirements:
- Bachelor’s degree in Mechanical Engineering, Operations Management, or a related field.
- Minimum of 10 years of experience in operations management, with a focus on service and repair, preferably in the industrial or manufacturing sector.
- Proven experience in leading teams and managing repair and service operations.
- Solid knowledge of health, safety, and environmental regulations.
- Excellent communication, organizational, and leadership skills.
- Ability to manage multiple tasks in a fast-paced, dynamic environment.
- Strong problem-solving skills and the ability to implement process improvements.
- Proficiency in using ERP systems for planning and scheduling.
- Experience in the manufacturing or industrial service industry.
- Certification in operations management or lean manufacturing is a plus.
