Global Customer Operations Manager

Position Title: Global Customer Operations Manager
Location: Sugar Land, Tx
Salary: $105k+ (based on experience)
Employment Type: Direct Placement
Industry: Oil & Gas

JOB OVERVIEW
Coordinate logistics of parts fulfillment for all products including establishing contractual relationships with parts fulfillment locations.

Responsibilities

• Ensure inventory planning to meet EOL requirements for legacy products.
• Ensure tracking systems are employed to ensure shipments are delivered to final destination in a timely manner.
• Develop and implement RMA system for streaming repairs to correct location.
• Implement and manage Vendor Managed Inventory (VMI) systems required to maintain inventory in country of use by client.
• Manage Syteline SROs to ensure service levels are met or exceeded for equipment repairs.
• Coordinate parts fulfillment for warranty parts orders.
• Manage inventory levels for repair parts.
• Manage third party repair depot facilities in strategic locations.
• Manage third party parts supply relationships ensuring contractual terms are maintained and service level agreements are met or exceeded.
• Ensure sufficient training for both the company and third-party repair facilities are maintained.
• Manage the repair bulletin information database & notification system.
• Manage the ongoing certification of third-party repair facilities to ensure consistency of service.
• Manage the 3rd Party Field Service Relationship for service on the Indian sub-continent.
• Work with accounting to ensure repair service invoices are recovered through warranty or time and materials billing methodology.
• Supervision of inventory record keeping and compliance to ensure accuracy with material issuance and movement procedures.
• Coordinate timely deliveries of stock transfers to the company's other departments.
• Work closely with all company internal departments to ensure timely seamless quality service to internal and external customers.
• Report on and tracking operation reports (Key Performance Indicators).
• Coordinate requirements for repair and maintenance of machines and equipment to be in proper, safe working condition.
• Develop and implement new policies and procedures in relation to execution of work.
• Manage work activities and scheduling of team members.
• Set and maintain operating standards of equipment, machinery, and team members.
• Provide recommendations for improvements as part of a continuous improvement approach.
• Other duties as assigned.

Duties to Oversee

• Review and approve all Timesheets from the Dubai FZE employees.
• Review and approve all third-party invoices from the Dubai FZE Repair Facility.
• Manage the company Online Parts Catalog ensuring that updated with new vehicles and assemblies, along with current pricing and inventory/lead times.

• Ensure the quality management system procedures and processes are implemented and maintained.
• Oversee productivity and safety standards in accordance with company needs and customer requirements.
• Implement and maintain operational processes and procedures.
• Prepare reports on performance and potential improvements for operations.
• Hire, train, develop and appraise staff effectively; take corrective action as necessary in a timely manner and in accordance with company policies.
• Establish and meet objectives in the areas of quality and customer service while maintaining compliance with all applicable internal and external policies.
• Provide accurate and timely submission of key reports.
• Plan and coordinate site activities with departmental managers and supervisors to ensure objectives are met in a timely and cost-effective manner.

Minimum Qualifications

• Bachelor's Degree or relevant experience in the industry
• Excellent oral, written and interpersonal skills
• Must be proficient in Microsoft Office (Excel, Word, PowerPoint)
• Ability to prioritize work to meet multiple deadlines
• Must be self-motivated, a self-starter, and oriented towards task completion
• Must be available to travel approximately 25% of the time
• Must possess a valid passport with no travel restrictions

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