Director – MRO Customer Care
emerson
San Jose de Costa Rica, San Jose, Costa Rica
hace 3 días

Description

This position will lead the ongoing organization optimization and evolution in Latin America of its Measurement Solutions and Systems & Solutions MRO Customer Care and relevant Quote-to-Cash processes.

The scope will be delivered through unwavering focus, strong team leadership, and a process-driven and customer-centered mindset.

Working closely with Latin American business and Operations leadership, as well as the Measurement Solutions Quality & Process Improvement team, the MRO Customer Care Director will be on point to help achieve regional and global customer care targets, while driving consistency and best practice recognition across the region.

This role will be critical in helping to create and empower a culture of continuous improvement and optimization in our work as our everyday norm.

Responsibilities

  • Prime responsibility is to ensure Measurement Solutions and Systems & Solutions provides superior support and communication to our customers in the areas of Commercial Service (quotes and orders)
  • Acts as a Change Agent and Leader for the Latin America Customer Care team and Business Leaders, as we develop our organization to one that leverages our people, technology, data analytics, and automation to be successful.
  • Support the worldwide vision to create a competitive advantage that delights the customer in the area of customer support
  • Provide a vision and develop and implement strategic and tactical plans to drive the Latin America Customer Service organization towards that vision
  • Translates business vision and strategy into operational tactics; builds the organizational support and infrastructure needed to achieve them, including development of service delivery offerings in collaboration with the leadership team for the assigned vertical.
  • Initiates and oversees business transformation and productivity initiatives in a manner that systematically improves operational execution and delivers an excellent customer experience.
  • Lead the effort to establish and maintain centralized functions in the region
  • Design, develops and implements plans that create a flexible and efficient global operational model that is able to scale with organizational growth.
  • Establishes plans, budgets, and necessary resource allocation; able to effectively implement mid-course corrections based on ever-changing business needs.
  • Establishes and maintains global productivity, and quality metrics / measurements (KPIs) to ensure optimum efficiency and quality and develop a reporting process to utilize the metrics to drive operational improvements.
  • Leads, inspires and develops a talented team that supports the strategic and future needs of the business and drives for efficiencies and improves effectiveness.
  • Leads the Business Innovation & Transformation team in the design, planning, optimization and implementation of new operational process workflows that support the Process Customer Value Chain initiatives.
  • Creates cohesive, cross functional teams that are willing and capable of taking the operational organizational excellence forward.
  • Fosters a culture of centeredness and continuous operational improvement.

  • Develops objectives, (short and long term), and manages the day-to-day efforts of the teams to ensure a high level of responsiveness, flexibility, and efficiency in achieving goals in a results-driven environment.
  • Builds strong, collaborative relationships throughout the assigned vertical / business unit; works in a cooperative and collaborative relationship with Latin America Business.
  • EDUCATION

    Position requires a Bachelor of Science in Engineering or Business Management with master’s degree a plus, minimum of 12 years of work experience that will allow successful performance of job expectations.

    Knowledge of process automation / digitization techniques and technologies.

    EXPERIENCE / SKILLS :

  • Strong leadership and management skills / experience
  • Outstanding communication skills; comfortable with interacting / presenting to all levels in the organization
  • Must be strong in customer focus , dealing with ambiguity and command skills
  • Demonstrated ability to lead and change organizational climate / culture towards customer focus and quality
  • 20% plus Travel is required
  • Demonstrated proficiency in Project Management Agile preferred
  • Fluent speaking, reading and writing in English and Spanish (Portuguese a plus)
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