Field Service Operations Manager

Job DescriptionJob DescriptionDescription:

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 policiesProactive 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 requiredRequirements: