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Sharp Electronics Corporation Customer Experience Manager - Operations, Logistics, Service Support in Alpharetta, Georgia


The Customer Experience Manager is responsible for the overall management of an SBS Branch service organization, as well as all the logistical support for the branch he or she supports. With the main objective of creating an exceptional customer experience through onsite visits, customer engagement and staff customer service development.


Service Responsibilities:

  • Directs the coordination of technical and administrative field service work that may include some or all of a variety of service-related activity, i.e., service agreement renewals with retained accounts;; product installation and repair; and equipment parts and tool inventory maintenance.

  • Provides technical (functional) and other training opportunities to ensure staff development and effective contribution to the overall operation.

  • Develops and reviews service profit/loss objectives against plan, analyzes the costs/revenues and establishes a proactive cost control containment program to meet profit/loss objectives.

  • Reports on all aspects of service operation, i.e., operating costs, average response time, resolution rates, customer satisfaction data, etc., to corporate organizations as necessary.

  • Develops specific objectives and performance measurements and standards based on benchmarked service studies and recommends staffing requirements in accordance with established guidelines.

  • Integrates the service function with all other local SBS branch departments

  • Plans for new product launches, ensuring appropriate staff is trained, that any special tools and unique parts are readily available prior to installation and that necessary documentation and/or reporting requirements are followed.

  • Maintains close liaison with other service organizations throughout SBS to ensure product service is in tune with all matters that may impact the organization and customer satisfaction.

  • Provides coaching and mentoring of subordinate employees (especially Field Service Managers and Supervisors); providing advice and counsel on employee development and performance related issues.

  • May have organizational budget accountability ensuring expenditures meet corporate requirements.

  • Selects, develops and evaluates personnel to ensure the efficient operation of the function.

Logistics Responsibilities:

  • Establishes branch-level logistical procedures for organization activities.

  • Responsible for managing, motivating, and mentoring a staff of branch operations employees involved with all logistics functions.

  • Monitor and direct the day-to-day activities of all warehouse and logistical department personnel to ensure all branch operations are running smoothly and efficiently

  • Ensure branch logistics staff are aware of branch goals and ensure all KPI targets are met or exceeded

  • Frequent review and evaluation of branch procedures in order to locate inefficiencies and apply improvements when needed.

  • Develop and coordinate activities related to continuous improvement of branch logistics throughout business

  • Manage branch inventory in accordance with corporate objectives.

  • Ensure warehousing and shipping functions are performed in a safe, orderly, and clean environment that facilitates the conscientious handling of product.

  • Manage relationships with external partners/vendors.

Supervisory Responsibilities:

  • Responsible for the overall direction, coordination, and evaluation of Branch Service Department and Operations department personnel

  • Interviewing, hiring, and training new Service and Operations Department employees

  • Planning, assigning, and directing work of service and operations team members

  • Appraising performance of team members, rewarding and disciplining employees as needed

  • Addressing team member complaints and resolving problems

  • Carrying out all other supervisory responsibilities in accordance with the organization's policies and applicable laws.


  • 7-10 years’ field service industry experience with a strong understanding of operational, financial and sales elements of the business model

  • 3 years of operational / office management experience in the office equipment industry

  • 3-5 years’ experience in supply chain management

  • 3-5 years’ experience in warehousing, delivery services, inventory coordination or related fields

  • 5+ years previous management or supervisory experience

  • Associate degree (A. A.) or equivalent from two-year College or technical school, or equivalent combination of formal education or technical instruction.

  • Net+ certification strongly desired

  • Prior SAP experience a plus

  • Must possess strong communication skills, mechanical aptitudes would be a plus

  • Proven ability to manage budgets, control costs and analyze cost to revenue ratio for new initiatives

  • Knowledge of Windows and Microsoft Office software products.

  • Valid driver’s license and Automobile liability insurance with limits of at least $100,000 bodily injury, per person / $300,000 bodily injury, per accident / $50,000 property damage or $300,000 combined single limit.

Sharp Electronics Corporation is an equal opportunity employer – minority – female – disability - veteran.

No agency resumes will be accepted or fees paid in the absence of an official written engagement agreement executed in advance by Human Resources for this particular position.

All applicants must be authorized to work in the US without sponsorship. All applications must include compensation expectations in order to be considered. Local candidates only, please.

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Job Location US-GA-Alpharetta

Posted Date 1 month ago (5/11/2021 12:38 PM)

Job ID 2021-6302

Category Service