Emerson - Assistant Manager / Manager - Customer Service

Job Description

Job Summary :

By joining us as Senior Engineer / Assistant Manager Service, you will be handling Supervise a team of Field Service Engineers that respond to customer requests by phone, e-mail, and other forums.

In This Role, Your Responsibilities Will Be :

• Supervise a team of Field Service Engineers that respond to customer requests by phone, e-mail, and other forums.
• Customer interactions include product selection, order entry, order management, expediting, tracking, issue resolution, and quoting product availability and lead times.
• Lead day-to-day operations and workloads to deliver target service levels, train and coach Customer Service Engineers and supervise and evaluate performance.
• Respond to customer increased issues and work cross-functionally to problem solve, see opportunities for improvement, and implement solutions.
• Responsible for completing all service jobs in time as advised by immediate supervisor with minimum cost impact to company and with good feedback from customer / end user.
• Be responsible for day-to-day operations of a multi-site staff, including remote direct reports, to deliver target service levels and excellent customer care with every interaction.
• Develop policies and standard work procedures to maintain efficient operations and implement continuous improvements.
• Apply company ORACLE system to process orders, to manage service call queues, manage customer cases and provide the resolutions with customer feedback.
• Assist team in problem-solving and lead customer critical issues.
• Use sound judgment in decision-making, including Service Engineer allocation decisions for Emergency calls.
• Assign and balance workload and organize work schedules, and evaluate and approve timecards and vacation requests.
• Supervise and report customer service performance, and prepare and analyze team and individual performance metrics and provide corrective action when needed.
• Supervise and audit Customer Service interactions to ensure quality and identify training opportunities, working with the LCS Head to create team training and development plans.
• Conduct regular training, coaching, and mentoring sessions and deliver performance reviews for all direct reports.
• Ensure all service jobs which was assigned to field service engineers are completed within customer requirement under minimum supervision ensuring safe and efficient operations in accordance with Emerson Procedures.

Who You Are :

You keep in touch with customers, build the customer relationships, understand the importance and interdependence of internal customer relationships, balance planning with actions, research initiatives and try new approaches, You stay aligned with your goals and stay productive, focus on priorities and set stretch goals, apply systems and technology to stay on track, convert ideas into actions and produce results with new initiatives.

For This Role, You Will Need :

Preferred Qualifications that Set You Apart :

Our Commitment to Diversity, Equity & Inclusion :

At Emerson, we are committed to fostering a culture where every employee is valued and respected for their unique experiences and perspectives.

We believe a diverse and inclusive work environment contributes to the rich exchange of ideas and diversity of thoughts, that inspires innovation and brings the best solutions to our customers.

This philosophy is fundamental to living our companys values and our responsibility to leave the world in a better place.

Learn more about our Culture & Values and about Diversity, Equity & Inclusion at Emerson.

About Us

WHY EMERSON

Our Commitment to Our People

At Emerson, we are motivated by a spirit of collaboration that helps our diverse, multicultural teams across the world drive innovation that makes the world healthier, safer, smarter, and more sustainable.

And we want you to join us in our bold aspiration.

We have built an engaged community of inquisitive, dedicated people who thrive knowing they are welcomed, trusted, celebrated, and empowered to solve the worlds most complex problems for our customers, our communities, and the planet.

Youll contribute to this vital work while further developing your skills through our award-winning employee development programs.

We are a proud corporate citizen in every city where we operate and are committed to our people, our communities, and the world at large.

We take this responsibility seriously and strive to make a positive impact through every endeavor.

At Emerson, youll see firsthand that our people are at the center of everything we do.

So, lets go.

Lets think differently.

Learn, collaborate, and grow.

Seek opportunity.

Push boundaries.

Be empowered to make things better.

Speed up to break through.

Lets go, Emerson

Emerson is a global leader in automation technology and software.

Through our deep domain expertise and legacy of flawless execution, Emerson helps customers in critical industries like life sciences, energy, power and renewables, chemical and advanced factory automation operate more sustainably while improving productivity, energy security and reliability.

With global operations and a comprehensive portfolio of software and technology, we are helping companies implement digital transformation to measurably improve their operations, conserve valuable resources and enhance their safety.

We offer equitable opportunities, celebrate diversity, and embrace challenges with confidence that, together, we can make an impact across a broad spectrum of countries and industries.

Whether youre an established professional looking for a career change, an undergraduate student exploring possibilities, or a recent graduate with an advanced degree, youll find your chance to make a difference with Emerson.

ref : iimjobs.com)