Senior Manager, Global Service Center, Americas

Purpose of the position

The purpose of the role is to lead, direct, coach, and support the customer experience operations and personnel of the Cargotec Corporation’s MacGregor Global Service Center for the Americas region.

The role is US based and permits telecommuting from home in Houston, Texas MSA. This role requires 5% domestic and int’l travel. 

Main tasks and responsibilities

• Lead, direct, coach, and support the customer experience operations and personnel of the Cargotec Corporation’s MacGregor Global Service Center for the Americas region.
• Oversee the Global Service Center’s Americas region operations as they relate to the flow and distribution of spare parts for products sold by the MacGregor business area of the Cargotec Corporation. 
• Oversee the development of the Global Service Center’s operations globally, including the development of the Global Service Center’s cross-functional teams, the integration of various business areas, and expansion of stakeholder management.
• Oversee and drive change management throughout the Global Service Center’s operations. 
• Oversee, direct and expand localized spare parts supply chain, including warehousing, logistics and purchasing, operations for the Americas service area.
• Oversee and direct the close cooperation of the Global Service Center’s operations and activities with the MacGregor business area’s two other Global Service Centers in Europe and Asia. 
• Oversee the planning, development and implementation of continuous efficiency, error reduction, customer complaint resolution and prevention, and root cause analysis improvements throughout the Global Service Center’s operations, processes, methods, systems, policies, and personnel. 
• Contribute to the development and execution of strategic planning of business strategies for the Global Service Center in order to help drive the Global Service Center towards achievement of its short and long-term strategic financial, operating, and customer centric objectives. 
• Oversee the monitoring, identification, development and work towards achievement of KPIs, standards and targets in all functional areas of the Global Service Center, including spare parts process, cost control, sales revenue, legal compliance, and human resources management. 
• Oversee and manage the development of Company knowledge regarding the vessel cargo handling, mooring, docking, drilling, or navigational machinery spare parts market and competitors throughout the Americas and North Sea markets. 
• Oversee and direct methods, policies, procedures and strategies for developing and maintaining industry leading customer experience and relations operations.
• Oversee the development and oversee the expenditure of the annual budget for the Global Service Center. Recruiting, coaching, developing and managing a Global Service Center team and Customer Care Handlers located in the United States, Poland, Norway and the United Kingdom.

What you’ll need to succeed

• Bachelor’s degree in Mechanical or Marine Engineering
• 2 years of experience as Service and Support Engr., Service Engr., Mech. Engr. or related
• The 2 years of experience must have included providing engineering, operational, or logistical support with regard to the provision of vessel or rig cargo handling, mooring, docking, drilling, or navigational machinery; and must also have included commissioning, installation, inspection, troubleshooting, repair, or maintenance services in an on-board vessel or rig setting during normal operations or docking.  May telecommute from home in Houston, Texas MSA. 5% domestic and int’l travel required.

You will be part of

By joining MacGregor USA Inc. you will be able to work closely with leading industry professionals, developing and implementing new concepts that set the standards in the maritime transportation and offshore industries. We offer our employees the opportunity to be part of a truly global organization leveraged upon our shared values of Integrity, Quality, and Safety. With us, you will be part of a collaborative working culture with challenges and opportunities to further develop yourself professionally. 
 
More benefits:

• We offer a competitive salary and comprehensive benefits package geared to boost health and wellbeing.
• All our employees are offered comprehensive Learning & Development opportunities, annual development plan and career progression opportunities
• In most of our positions, you have flexible working hours and hybrid work (combination of remote work and on-site work)
• At MacGregor, you will join a truly international working environment and support making global trade faster, smarter and more sustainable - smarter cargo flow for a better every day.

Interested to join?

If you are excited about this opportunity, please submit your Resume/CV today for consideration!