Field Service Operations Manager

Description

Jorgensen is expanding its customer service team and is seeking an experienced and highly skilled hands-on Field Service Operations Manager to join our senior leadership team. This pivotal role is essential to ensuring that our customers receive exceptional service, fostering long-term relationships, and driving customer relationships and satisfaction across all touchpoints.

As the Field Service Operations Manager, you will have the responsibility to build, launch, and scale Jorgensen’s Lifecycle Support & Customer Success organization from the ground up. You will be instrumental in shaping the future of field and customer success at Jorgensen, from designing the team structure and processes to optimizing performance metrics and ensuring an extraordinary customer journey. This role requires a hands-on leader who will establish the foundation for a high-performing, customer-centric department that aligns with our business goals. Additionally, you will work to implement proactive customer support and services that not only resolve issues but put our customers first by advancing customer performance, increasing efficiency, and delivering long-term value.

Key Responsibilities:

• Build and Lead the Customer  Success Organization: Establish and grow the customer success team, defining roles,      responsibilities, and workflows. Build a scalable, customer-first      department with the right people, processes, and strategies in place to      support Jorgensen’s long-term growth.
• Service and Support Portfolio: Define the service and support      offerings to include break-fix, parts, rebuilds, installations, contract      services, etc.
• Organizational Economics: Set pricing, margin targets, and      service policies
• Proactive Customer Support and      Service: Develop and implement proactive customer success strategies      designed to anticipate customer needs, address potential challenges before      they arise, and help customers enhance their overall performance and      operational efficiency.
• Customer Relationship Management: Actively drive customer success      outcomes by engaging in high-level customer discussions and providing      guidance for best practices. Ensure the team is aligned with key customer      goals and expectations to deliver value consistently.
• Customer Journey Optimization: Develop and implement a      data-driven, optimized model of the customer journey. Align internal      stakeholders to ensure cross-functional coordination and ensure data      accuracy (data hygiene) in collaboration with the CS Ops specialists.
• Performance Metrics and KPIs: Define key performance      indicators (KPIs) and health scores for customer accounts, the team, and      overall business success. Establish and track metrics to ensure continuous      improvement and alignment with business objectives.
• Customer Retention and Growth: Lead efforts to increase      product adoption, improve customer retention, and enhance customer      satisfaction. Work proactively to reduce churn while driving actionable      strategies for customer success.
• Cross-functional Collaboration: Collaborate closely with the      sales and marketing teams to develop and optimize upsell and cross-sell      strategies that enhance return on investment (ROI) and support customer      success.
• Compensation and Performance      Management: Develop and implement performance-based compensation plans to      drive productivity and align team goals with business objectives.      Recognize and reward team achievements related to customer success and      business growth.
• Internal Relationship Management: Foster strong relationships      across the Jorgensen team, promoting collaboration and support for      customer success initiatives, ensuring that all internal teams are aligned      on customer goals and outcomes.

Skills and Competencies:

• Proven Leadership Experience: Minimum 5 years of experience      leading customer success teams, with a track record of building and      scaling organizations to achieve performance goals and drive revenue      growth.
• Educational Background: A bachelor’s degree is      preferred, with a technical degree or customer success-related      certifications being a plus. However, hands-on experience in the field      will be considered a stronger asset than formal education.
• Exceptional Communication Skills: Strong verbal and written      communication skills with the ability to engage with C-level executives      and stakeholders. Skilled in negotiating, influencing, and moving customer      relationships forward.
• Business Acumen: Solid understanding of business      development, growth strategies, and how to scale customer success to drive      business results.
• Analytical Mindset: Expertise in data analysis,      setting actionable KPIs, and tracking performance. Strong problem-solving      skills and the ability to make data-driven decisions.
• Strategic and Operational      Excellence: Demonstrated ability to create and implement strategic plans,      operational guidelines, and measurable objectives that drive business      growth and customer satisfaction.

Additional Desired Qualities:

• Passion for customer success and      continuous improvement.
• Ability to thrive in a      fast-paced, evolving environment.
• Hands-on and detail-oriented with      the ability to see the big picture.
• Experience in the machine tool      industry is preferred but not required