Exide Technologies Service Programs Leader in Milton, Georgia
Individual will implement and lead the Customer Services Programs for the America’s Service Organization. This individual will be responsible for developing and leading process improvement projects and strategies to align service operations across all US and the Canadian internal GNB branches, as well as work with external service partners. Initial focus will be to work with the Industrial Services Director to assess programs that can be implemented across the Americas to optimize operational performance, as well have a positive impact on customer and employee satisfaction. The position will report metrics and financial results to Service and Sales Directors and Senior Management. Individual must have a thorough working knowledge of process improvement systems, experience managing financial results, experience interpreting operational results, and the ability to collaborate across internal organizations such as quality, finance, sale teams. This position will have high corporate visibility and be located in our North America Headquarters in Milton, GA.
Develop and implement a standardization platform for services… sharepoint or other platform.
Document service standard operating procedures for various roles.
Document standard process training material for service technicians as it relates to servicemax and other internal systems.
Work closely with branch and call center agents to optimize and document customer service request process from the customer’s perspective.
Conduct financial analysis on a monthly basis in conjunction with the finance teams, regions service managers and branch supervisors.
Assess and make recommendations as it relates to improving service logistic systems internal to GNB.
Conduct conference calls to train coordinators, service technicians, and other positions on go forward standardization of service processes.
Develop, maintain, and review scorecards with internal KPIs.
Develop, maintain, and produce customer scorecards on a monthly basis.
Work with new product and process teams to ensure quality of launches and to ensure service documentation is documented and distributed throughout the services team on new product releases.
Work closely with the Director of Services on the implementation, reporting and execution of services programs across the Americas.
Minimum of 4 year technical degree in engineering, quality, or science
7 - 10 years related experience in customer services, quality, process engineering and financial management.
Experience in Project Management
Competencies, Skills, Knowledge:
Proficient in spreadsheets, statistical software/data analysis
Proficient in structured problem solving techniques (8D, 5 Why, DMAIC, etc.)
Impeccable communication, presentation, and organizational skills
Six Sigma Green Belt or Black Belt preferred
High energy level and ability to interface at all levels across the business
Ability to work independently as well as in a team-oriented environment on multiple projects
Strong team dynamics and group motivation skills
Highest ethical standards and practices
Experience in customer services operations and customer services account management experience a plus
Experience with current financial systems within Exide, JDE and also salesforce and servicemax experience a plus.
Exide Technologies is an equal opportunity employer where an applicant's qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis prohibited by law.
Exide Technologies (www.exide.com) is a global provider of stored electrical-energy solutions for the transportation and industrial markets. Exide’s 130 years of technology innovation combined with operations in more than 80 countries enables the company to deliver compelling solutions for the world’s current and future power needs. Exide produces and recycles a broad range of products, serving the Transportation, Industrial Network Power and Motive Power market segments with battery and energy storage systems and specialty applications for a broad range of industries including: agricultural, automotive, electric, light and heavy-duty truck, marine, materials handling, military, mining, powersport, railroad, security, telecommunications, utility and uninterruptible power supply (UPS), among others. Exide is Powering the World Forward - history and scale combined with a start-up mentality make Exide the right choice for customers who want more than simply a battery supplier.
Requisition ID 2019-2328
Category Project Management
Position Type Regular Full-Time