Generac Power Systems, Inc.
Manager Service Operations Program
Generac Power Systems, Inc., Waukesha, WI
We are Generac, a leading energy technology company committed to powering a smarter world.
Over the 60 plus years of Generac's history, we've been dedicated to energy innovation. From creating the home standby generator market category, to our current evolution into an energy technology solutions company, we continue to push new boundaries.
The Manager Service Operations Program is responsible for service operations involvement in the Generac Development Process (GDP) projects. The Service operation program manager is responsible for managing the Global Service Operations Program Management team. This role provides sustained improvement to critical Service Operations processes to help management achieve strategic goals, support release of new product and impact financial results.
The Manager Service Operations Program is also responsible for involvement in the Problem Reporting and Resolution (PR&R) process which includes: Identification of product quality issues in the field and qualifying the scope of the issue and reporting pertinent data to the PR&R team for root cause analysis and final resolution in a timely and cost effective manner. This position would represent the entire Service Operations Department in all GDP and PR&R functions as needed and is responsible to report back to individual teams with status updates as well as ensure the timing and tracking of projects are on track. Teams include: Technical Training, Technical Publications, Warranty Administration, Technical and Customer Contact Centers and Management Team.
Minimum Qualifications:
Preferred Qualifications:
Essential Duties:
Management:
Knowledge, Skills and Abilities:
Physical Demands: While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion the incumbent may be required to stoop, bend or reach above the shoulders. The employee must occasionally lift up to 25 - 50 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision and ability to adjust focus. Occasional travel.
"We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law."
Over the 60 plus years of Generac's history, we've been dedicated to energy innovation. From creating the home standby generator market category, to our current evolution into an energy technology solutions company, we continue to push new boundaries.
The Manager Service Operations Program is responsible for service operations involvement in the Generac Development Process (GDP) projects. The Service operation program manager is responsible for managing the Global Service Operations Program Management team. This role provides sustained improvement to critical Service Operations processes to help management achieve strategic goals, support release of new product and impact financial results.
The Manager Service Operations Program is also responsible for involvement in the Problem Reporting and Resolution (PR&R) process which includes: Identification of product quality issues in the field and qualifying the scope of the issue and reporting pertinent data to the PR&R team for root cause analysis and final resolution in a timely and cost effective manner. This position would represent the entire Service Operations Department in all GDP and PR&R functions as needed and is responsible to report back to individual teams with status updates as well as ensure the timing and tracking of projects are on track. Teams include: Technical Training, Technical Publications, Warranty Administration, Technical and Customer Contact Centers and Management Team.
Minimum Qualifications:
- Bachelor's Degree or equivalent experience
- 5 years' related experience
- 3 years' experience leading/mentoring direct reports or leading diverse medium to large-scale projects within a similar working environment
Preferred Qualifications:
- Experience leading a technical cross-functional project team that included resource management, project tracking, risks reporting, and mitigation and timeliness
- PMP Preferred
- Experience in delivering quality improvements/problem solving using the 8D/DMAIC/PDCA phase methodologies and supporting tools
- Previous experience using SAP or equivalent ERP
Essential Duties:
- Actively lead or participate in Failure Mode Effect Analysis teams.
- Serve as a conduit for the flow of information, the sharing of best practices and external benchmarks.
- Coordinate communication activities that highlight and publicize plans, timelines, goals and results.
- Oversees and manages Service Part Phase In/Out action plan.
- Coordinate, track and communicate actions within the PR&R Quality process through resolution and notification.
- Clearly understand and document customers' definition and expectation of quality issues and cascade to PR&R team members.
- Oversee Sustaining activities as it relates to current product releases and updates.
- Ensure project elements are tracked and fulfilled by the various stakeholders
Management:
- Mentor and guide project team members to deliver on the project/program requirements.
- Designs and directs the work of the team.
- Selects, coaches and develops staff. Sets clear expectations to inspire and motivate the team.
- Manages performance-- recognizing achievement, providing feedback and administering progressive discipline when necessary
- Within the different phases (0,1,2...) Generac Development Processes, drive Service Operations deliverables by demonstrating leadership in the Technical Publications, Technical Training, Technical Contact Center and Warranty Administration departments. See vision and ability to adjust focus.
- Work with GDP Project Lead to implement activities on planning processes to assist program Key Stakeholders with delivering key milestones in the program and assigning resources for given projects.
- Ensure understanding, commitment and application among all strategic decision makers for the successful application of best practice project management, problem solving, and Lean implementation tools and methodologies. Ensure consistency with corporate vision, direction, policies and guidelines.
- Other Duties as assigned
Knowledge, Skills and Abilities:
- Demonstrated ability to lead and influence teams and individuals cross-functionally
- Proven customer service orientation
- Intermediate knowledge of Microsoft Office Suite, and data analysis skills
- Ability to work with diverse personalities while remaining tactful, professional and flexible
- Ability to work with large volumes of process data and statistical methods
- Effective verbal and written communication skills
- Proven track record of successfully managing shifting deadlines and priorities in a fast paced environment
- Demonstrated coaching and mentoring ability
Physical Demands: While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion the incumbent may be required to stoop, bend or reach above the shoulders. The employee must occasionally lift up to 25 - 50 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision and ability to adjust focus. Occasional travel.
"We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law."