Operations Coordinator at ASSA ABLOY overseeing scheduling and communication for service and installations. Collaborating with various teams and maintaining operational efficiency across locations.
About the role
- Supervisor for Customer Support at S&C Electric ensuring customer satisfaction and team performance in hybrid operations. Overseeing ticket resolution and operational objectives for electric power systems support.
Responsibilities
- Set specific goals and objectives for the team based on customer support KPIs to achieve immediate and short-term results
- Organize scheduling to ensure adequate coverage for all three shifts and necessary operating hours
- Monitor real-time operations, assign tasks and responsibilities, and provide direction to the team
- Create and manage databases and systems for product information and common customer queries to ensure timely resolution
- Support the implementation of system improvements in Salesforce and other reporting, tracking and database tools and provide hands-on training for smooth rollout
- Collaborate with the Assistant Manager – Technical Support to ensure the smooth escalation and handover of customer support tickets
- Maintain relationships with leaders across the organization (including sales, engineering, product development, operations and safety) to ensure seamless coordination, planning and alignment of shared priorities and work
- Monitor and control expenses in line with the Global Customer Support departmental budget
- Implement and monitor adherence to procedures, systems and tools to ensure seamless coordination, on-time resolution of tickets and customer satisfaction
- Develop and implement incident response protocols to handle emergencies effectively
- Respond to escalated customer issues and provide solutions
- Track and analyze daily and weekly support trends and KPIs including response times, system uptime and ticket resolution times
- Identify support trends and offer suggestions for improvements to enhance service quality
- Ensure the strict observance of all relevant US and/or international safety and environmental laws, standards and requirements
- Direct and review the work of the team to accomplish operational results
- Support the growth and development of team members, recognize and reward their achievements and proactively train, mentor and coach team members.
Requirements
- Minimum of three (3) years of experience in the electric power systems industry and at least two (2) years of Utility transmission and distribution exposure
- Minimum of three (3) years experience in operations, customer service and/or engineering with success in customer-facing support services
- Prior experience in a supervisory or managerial role with a grasp of basic management approaches
- Hands-on experience with monitoring systems and technologies, as well as customer service ticketing frameworks
- Customer service orientation and skills with a demonstrated commitment to customer satisfaction in every interaction
- Aptitude for identifying issues and using analytical skills to examine data to identify effective solutions to general/routine problems
- Demonstrated experience in CRM systems (Salesforce desirable) maintaining and leveraging data for reporting purposes
- Efficient time management and organizational skills to prioritize tasks while handling a heavy volume of customer support tickets and ensuring smooth operations
- Decision-making capabilities for informed and timely decisions, especially in high-pressure situations
- Broad understanding of monitoring systems and other relevant technologies
- Flexibility and adaptability to fast-moving situations and requirements
- Previous experience in a 24/7 operational environment
- Detailed knowledge of electrical utility distribution systems, power systems and associated systems.
Benefits
- Health and Welfare Benefits: Medical & Prescription, Dental, Vision, Health Care and Dependent Care Flexible Spending Accounts, Health Savings Account (HSA), Group Life Insurance, optional Supplemental Life and AD&D Insurance, Wellbeing Resources including Employee Assistance Program and Family Forming Benefits (i.e., Adoption and Fertility support)
- Leave Benefits: Vacation Time, Sick Time, Paid Holidays and Company Shutdown days, Short-Term Disability, Long-Term Disability, Other Leaves, Paid Parental Time and Military Leave
- Retirement Benefits: 401(k) Retirement Savings and Employee Stock Ownership Plan (KSOP) offering traditional and Roth 401(k) options and an Employee Stock Ownership Plan (ESOP) component; KSOP participants can receive annual ESOP company contributions of over 11% of eligible earnings (3% Core, up to 3.5% Match, Variable Periodic).
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