Service Operations Lead - Customer Success & Onsite Support

Irongatetalent; Stow (OH); On-site; USD 60,000 - 90,000; Full time

Job summary

Irongatetalent in Ohio is seeking a service team lead to guide the North service team and coordinate on-site service with the sales team, ensuring timely completion of tasks and high customer satisfaction. The role involves maintaining service records, reviewing policies, and addressing customer complaints with urgency.

You will arrange regular meetings, prepare performance reports, study recurring issues, and train team members to enhance service quality and efficiency.

Responsibilities

• Guide and support the North service team.
• Arrange weekly and monthly meetings and prepare reports.
• Check KAC patrol work and make sure all issues are fully solved.
• Ensure customer satisfaction.
• Record details of new equipment and customers.
• Work with the sales team to arrange on-site service and complete tasks on time.
• Regularly review and improve service policies as per management needs.
• Receive customer complaints and find the best solutions quickly.
• Study repeated problems and find ways to fix them.
• Arrange regular training for team members.
• Keep track of machine maintenance and service records.
• Manage spare parts and stock as per guidelines.
• Support the team in completing tasks when needed.
• Report major production issues on time and work with QC and technical teams to improve quality.
• Perform any other tasks assigned by management.

Job description

Irongatetalent in Ohio is seeking a service team lead to guide the North service team and coordinate on-site service with the sales team, ensuring timely completion of tasks and high customer satisfaction. The role involves maintaining service records, reviewing policies, and addressing customer complaints with urgency.

You will arrange regular meetings, prepare performance reports, study recurring issues, and train team members to enhance service quality and efficiency.