Principal Duty
TGW Systems, Inc. (the North American arm of TGW Logistics Group) is a leading systems integrator of automated warehouse solutions. TGW designs, manufactures, implements, and maintains trusted end-to-end solutions that enable our customers to run their distribution networks at the highest levels of productivity. TGW provides tailored solutions for the fashion, grocery, industrial, and consumer goods industries. TGW’s Lifetime Services (LTS) business provides an array of long-term support and service packages to its customers to ensure continuous high performance, availability, and low operating costs of its products.
The Operations Manager will report to the Director of Lifetime Services and will oversee the operational activities of TGW’s LTS Field Services team and onsite maintenance teams stationed at TGW’s U.S. customer facilities. This role will be responsible for ensuring that financial targets are met, and high-quality services are delivered, across all LTS customer sites within the U.S. The Operations Manager will supervise the escalation of onsite financial, operational, and personnel issues and partner with onsite management, internal departments, and the customer as needed to resolve such issues.
The ideal candidate for this role will possess a strong operations background with excellent customer service skills and demonstrated leadership experience supervising multiple reports in dynamic, fast-paced environments.
Tasks and Responsibilities
- Supervise a team of ~8-10 direct reports within the LTS operations organization (site managers, Field Services supervisor, and continuous improvement (CI) professionals).
- Oversee customer contracts and analyze performance towards contracted KPIs. Support Field Services and onsite teams in developing strategies to improve performance for respective contracts.
- Conduct monthly budget reviews, analyze deviations from plan, and prepare countermeasures as needed for internal and customer review.
- Participate in sales discussions and contract development for new and existing customers to ensure continued growth of LTS business.
- Develop and maintain relationships with third party service providers that may be enlisted to supplement onsite teams.
- Create and implement strategies to ensure contract compliance and continued operations at all customer sites despite absenteeism, labor shortages, and/or other staffing difficulties that may exist.
- Ensure compliance with health and safety regulations at all LTS customer facilities. Partner with TGW Safety Manager, onsite teams, and internal departments to review and improve safety procedures.
- Monitor and participate in escalation of operational issues as necessary, ensuring problems are communicated timely, necessary parties are involved, and situations are resolved promptly.
- Collaborate with the broader TGW Lifetime Services team and other TGW departments to track, document, and communicate issues and lessons learned.
Requirements Profile
- Associate degree or technical certificate required. Bachelor’s degree in Engineering, Business, Operations Management, or related field preferred.
- Minimum three (3) years’ experience supervising onsite maintenance teams within material-handling, automation, and/or manufacturing environments.
- Demonstrated leadership ability, people and performance management skills, and experience handling high-stress scenarios requiring advanced interpersonal skills and conflict resolution techniques.
- Excellent communication skills (verbal and written) and customer service skills.
- Strong proficiency in Microsoft Office Suite (Outlook, Teams, Excel, Word, PowerPoint, etc.).
- Ability to travel domestic & internationally approximately 50%.
