Assistant Service Manager

About Veralto:

Veralto launched in October 2023, is a $5 billion global leader in essential technologies with a bold vision for creating enduring positive impact for the world. Our operating companies are building on a long-standing legacy of success, innovation, and deep customer trust as they work to create a safer, cleaner, more vibrant future. Veralto is headquartered in Waltham, Massachusetts with 13 operating companies and 300+locations worldwide. Our global team of 16,000 associates is committed to making an enduring positive impact on the world united by powerful purpose - Safeguarding the World's Most Vital Resources.

Veralto's Water Quality Companies – Hach, Chemtreat, Trojan Technologies, OTT Hydromet, Sea-Bird Scientific, McCrometer, XOS & Acquatic Informatics- help to manage, treat, purity & protect the global water supply from municipal & wastewater treatment facilities to lakes, rivers, watersheds, and oceans. 

Our Product Identification companies – Videojet, Esko, X-rite, Linx and Pantone helps package and protect the world's food, medicine and essentials tracing and authenticating billions of goods that travels the global supply chain every day. 

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ROLE DESCRIPTION

• Planning/Executing daily activities to ensure internal/external customer demands are met
• Assuring smooth operation of service support and customer satisfaction
• Maintaining a high level of proficiency of service support associates
• Driving continuous improvement using VES Tools
• Providing leadership in developing associates, and develop a VES culture and team

What You'll Be Doing (Job Responsibilities)

• Plan, coordinate, and direct the overall operation of the Service Operations team
• Oversee Service Operations activities, including:
• Daily scheduling activities of service work orders to service engineer teams
• Service-specific order management support and customer service
• Tracking of service contracts and installed based
• Resolving associate and customer complaints/problems and provide follow up
• Work with service team to actively drive stock optimization, management, and analysis
• Responsible for creating and executing data-driven action plans to improve standard work
• Lead and participate in planning and implementing support strategies and goals
• Prepare special and recurring reports and analyses reflecting daily operations and project status
• Responsible for staffing, performance management, training, and development of team members

What We Are Looking For (Skills & Qualifications)

• Degree in business, engineering, or related field required, preferably with MBA
• Minimum five years' work experience in phone sales, technical support, training, or related field
• Strong track record of managing a service scheduling team or telephone support team
• Technical background and experience in the Water Industry preferred
• Fast learner of new tools; CRM (Salesforce and Servicemax), and ERP (Oracle or SAP) experience preferred
• Comprehensive skills in Microsoft Office, including Excel, Word, and PowerPoint
• Strong focus on the customer and meeting customer needs
• Demonstrated vision for change and continuous improvement
• Strong interpersonal skills, and great communication, problem solving, and analytical skills
• Self-starter with demonstrated proficiency in time and project management skills; ability to manage multiple projects across critical yet often fluctuating deadlines – and with sometimes minimal and/or ambiguous input from stakeholders
• Strong organizational and prioritization skills with attention to detail

What's In It for You

· You will play an integral part in shaping the OpCo and the whole platform's business in Asia, one of strongest and highly visible region with many untapped opportunities

· You will work with a team where the goal is to create an environment of continuous-improvement, wellness, and open, honest, two-way communication

At Veralto, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve.  Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.
 

Unsolicited Assistance

We do not accept unsolicited assistance from any headhunters or recruitment firms for any of our job openings. All resumes or profiles submitted by search firms to any employee at any of the Veralto companies, in any form without a valid, signed search agreement in place for the specific position, approved by Talent Acquisition, will be deemed the sole property of Veralto and its companies. No fee will be paid in the event the candidate is hired by Veralto and its companies because of the unsolicited referral.