Lead Services Specialist - Customer Operations

Job Description Summary

Responsible for facilitating transactions, producing, assembling and delivering replacement/ repair parts and equipment as part of a Services agreement or order.
Includes activities such as processing transactions, managing processes, material management, or warehouse logistics & shipping, in a shop structure. Includes craft & non-craft labor as well as manager roles responsible solely for these activities. Responsible for departmental operations planning/execution or is focused on execution of professional activities within a technical discipline. Functions with some autonomy but guided by established policies or review of end results.
The job allows modification of procedures and practices covering work as long as the end results meet standards of acceptability (quality, volume, timeliness etc.).

Job Description

Roles and Responsibilities

• Responsible for the daily coordination of fulfillment issues related to Customer Service Agreements, Time and Material, Component Repair and Accessory shops. Work in the shop to resolve issues, liaison between repairs and customers in production meetings, and communicate status to the customer.
• Review business options for impacts on profit, for compliance with contracts, policies, and procedures, and for innovative ways to achieve customer satisfaction. Complete customer and internal paperwork. Coordinate shop and/or program reviews and customer visits at the site as necessary.
• Includes direct people management responsibility including staffing and performance development. Utilizes in-depth knowledge of a technical discipline and analytical thinking and technical experience to execute policy/strategy.
• Has knowledge of best practices and how own area integrated with others; is aware of the competition and the factors that differentiate them in the market
• Uses some judgment and has some ability to propose different solutions outside of set parameters to address more complicated manufacturing processes with technical variety and/or interdependent production cycles. Uses technical experience and analytical thinking. Uses multiple internal and limited external sources outside of own teams to arrive at decisions.
• Acts as a resource for colleagues with less experience. May lead small projects with low risks and resource requirements. Explains information, developing skills to bring team members to consensus around topics within field. Conveys performance expectations and may handle sensitive issues.
• Manages shop relationships with the Sales and Commercial teams (ITR/OTR).
• Monitors shop order progress as well as productivity KPIs.
• Serves as focal point for inventory control, as well as for the Global Master Scheduler,

• Bachelor's degree in an Engineering field.
• Solid experience related to Services & Customer Operations.
• Advanced English language skills.
• This position works physically at the Morelia Repair Center, no hybrid or remote work arrangements are possible.

• Strong oral and written communication skills.
• Demonstrated ability to analyze and resolve problems.
• Ability to document, plan, market, and execute programs.
• Established project management skills.