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Director, North America Service Operations

With more than $1B in revenue, Tennant Company is a globally recognized leader in the cleaning equipment industry. For the past 150 years, we have been passionate about developing and manufacturing innovative and sustainable solutions for our customers. At Tennant Company, we are committed to stewardship and creating a cleaner, safer and healthier world. With manufacturing, operations and sales, service, and support functions across the globe, your journey at Tennant can take you places you never expected.

 

PURPOSE/SCOPE:

The Director, N.A. Service Operations will provide operational leadership to the Service organization, including teams that support the operational functions of service.

This position is focused on uncovering, developing, and implementing strategies and tactics for improving Service efficiency recognized through margin improvement or market capture. 

Interacts with all business unit core leaders and managers to ensure the department's overall operational effectiveness.  This position will coordinate with the Field Administration Team to bring efficiencies to our Service Technician productivity, effectiveness of technical support and will own the platform in support of the NA Service Business. 

 

GENERAL RESPONSIBILITIES:    

  • Provide leadership to NA Service Operations Organization; Dispatch Team, Technical Assistance Center (TAC) team, Field Service Management (FSM) Platform team and Service Coordinators.
  • Actively drive an Operational Excellence culture including service efficiency and customer-centric solutions.
  • Assist with North America growth initiatives through systems support. 
  • Be the subject-matter expert (SME) for Service field leadership and lead change management aspects in support of Service strategies. 
  • Foster strong relationships with each Area Service Director and create a network of Area Service Managers to implement and optimize the improvement initiatives.
  • Provide support and guidance to Tennant Area Service Managers where appropriate.
  • Owns Field Service Policies & Procedures (including special handling customers).
  • Leader of Field Inventory procedures.
  • Involved in the strategy and management of Service tools (Vehicles, GPS, Technology, Uniforms) and parts suppliers.
  • Partner to EHS teams.
  • Owns Service Coordinator processes/procedures and resources (large account escalations and support).
  • Involved in evaluating new & existing strategic service business & portfolio management.
  • Maintain a broad overview of the competitive landscape in service and assist in the development of strategies to differentiate Tennant Company from the competitors.
  • Organizational leader supporting NA Service indirect and direct spend reduction efforts.
  • Closely partner with Louisville Distribution Center to achieve core goals of Operational Excellence and enhanced Service efficiency related to parts distribution.   
  • Exhibit strong organization, prioritization, and time management skills.
  • High level of initiative and results-orientation.
  • Maintain awareness of all processes related to the assigned areas of responsibility and identify continuous improvement opportunities.
  • Displays a solid business acumen based on analytics and experience.

 

REQUIRED EXPERIENCE & EDUCATION:

  • Bachelor’s degree in business or related (or experience in lieu of a degree), and 8+ years of experience.
  • Strong experience with Field Service Operations.
  • Strong experience managing a Field Service Application.  (IFS experience preferred)
  • Ability to understand reporting data and clearly articulate to others the supported rationale for the changes.
  • Proven ability to interact and influence internal and external customers.
  • Ability to identify future trends within the service business.
  • Financial analysis and solid business skills to be able to recognize opportunities and recommend new programs.
  • Effective communication and interpersonal skills.
  • Actively drive Change leveraging Change Management norms.

REQUIRED INTERPERSONAL & BEHAVIORAL SKILLS:  In addition to the General Responsibilities, the following are requisite interpersonal and behavior skills of the position:

  • Ability to examine issues from multiple perspectives to develop a well-reasoned and sustainable solution to problems.  Data/fact-based troubleshooting skills a must.
  • Ability to concentrate on tasks, make decisions, and work calmly and effectively in a high-pressure, deadline oriented environment.
  • Willingness to be flexible with time and adjust to a changing work environment.
  • Ability to build and maintain positive relationships, both internally and externally, while maintaining a customer service orientation.
  • Reflects on and learns from own mistakes and helps others to do the same.
  • Consistent attendance either onsite or remotely as needed by the business.
  • Ability to take critical feedback for improvement.
  • Demonstrated ability to work independently, organize and accurately prioritize work, be detail-oriented, understand when urgency is required and use good judgment in varied situations.
  • Consistently behaves in a way that reflects positively on self, function, and Tennant Company.

 

Begin your journey with us. Let's reinvent how the world cleans. 

 

Equal Opportunity Employer

Tennant Company is an equal opportunity employer. Employment decisions are made on the basis of individual skill, ability, reliability, productivity, and other factors important to performance. We do not discriminate on the basis of race, color, religion, sex, national origin, physical or mental disability, age, military service, pregnancy, sexual orientation, genetic information (including family medical history), marital status, gender identity or expression, parental status, political or any other non-merit based factors protected by state or federal law or local ordinance.


Nearest Major Market: Minneapolis

Job Segment: Manager, Change Management, Technical Support, Management, Technology

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