Manager, Support Services Operations - Maryland

Your tasks

• Manage and lead a team of Support Specialists, providing guidance, coaching, and feedback to ensure team members are working effectively and efficiently
• Oversee the processing of service requests and orders, ensuring that all necessary information is collected, and orders are accurately entered into our service management system.
• Develop the team to effectively coordinate with internal and external customers to clarify service requirements, provide regular updates on status, and resolve any issues or concerns in a timely and professional manner.
• Organize recruitment and placement of required team members. Develop organizational structures needed to execute on team responsibilities
• Identify areas for process improvement and implement changes to increase efficiency, reduce errors, and enhance customer satisfaction.
• Collaborate with other departments, such as Technical Operations, Sales, Marketing, and Product Management, to ensure alignment and effective communication, with a focus on customer needs and preferences.
• Lead, promote, and facilitate continuous improvement activities while using problem solving and lean tools to drive change. Champion the use of best practices from LEAN principles into an administrative organization.
• Participate in projects outside of your direct area of responsibility as needed to support the Service business as a whole.

Your qualifications

• Bachelor's degree in a relevant field (e.g., Business Administration)
• Minimum 10 years of experience in a service management or customer service role, with a focus on customer experience
• Proven leadership and team management experience, with a track record of improving customer satisfaction and loyalty
• Results driven leadership, with the ability to work under pressure in a fast-paced, time-sensitive environment with shifting priorities & deadlines, with a focus on customer needs and preferences
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders
• Strong analytical and problem-solving skills, with the ability to identify and resolve complex customer issues
• Familiarity with service management systems (SAP preferred) and processes, with a focus on customer experience metrics
• Ability to travel (including internationally, mainly to Europe) up to 15% of the time

Interested?

We are looking forward to receiving your application!

The total compensation for this position is $96K-$128K. Total compensation includes base salary, variable pay (when applicable) plus benefits. The range is determined by the position, geographic location and level. Individual pay within the range is determined by several factors including location, education or training, relevant work history, sales incentive structure and job-related skills.

Rohde & Schwarz is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, disability, protected Veteran status, age or any other characteristic protected by law.