Service and Operation Manager
il y a 2 jours
Villejust
MVG is looking for a Service Operations Manager to lead and coordinate our global After-Sales & Services organization, serving as the central operational authority across our tiered service delivery structure. In this role, you will own the full service operations lifecycle in EMEA and APAC regions — from case intake and priority arbitration through team coordination, performance tracking, and continuous improvement — ensuring that every customer interaction reflects MVG's commitment to technical excellence and responsiveness. Reporting to senior management, you will act as the escalation hub, the people manager, and the strategic driver behind a high-performing, internationally distributed service team. 🏢 About MVG MVG – Microwave Vision Group – is the global leader in electromagnetic field measurement solutions. With 400+ employees, offices across 4 continents, and over 25 years of consecutive growth, we help the world's most innovative companies test, validate, and push the boundaries of wireless technology. Our mission: Testing Connectivity for a Wireless World. Join us to shape the future. 🚀Responsibilities • Serve as the operational hub for all service requests, inquiries, and complaints — overseeing case logging, status communication, and priority arbitration across the service team, ensuring that every request is handled with the right urgency, routed to the right resource, and tracked through to resolution with full customer transparency, • Act as the primary escalation authority within the service organization — providing structured decision-making support on high-severity or cross-functional cases, mediating between competing priorities, and ensuring that escalation pathways between L1, L2, L3, and internal engineering teams are clearly defined and consistently applied., • Lead, coordinate, and develop the service team — managing day-to-day team operations including workload distribution, travel planning and compliance with MVG's travel policy, onboarding of new team members, and fostering a culture of accountability, collaboration, and continuous learning across a geographically dispersed workforce, • Define and drive the service training framework — identifying individual and collective skill gaps, defining role-appropriate training programs and certification requirements, coordinating with internal and external training providers, and ensuring that all team members maintain the technical competency and safety qualifications required for their roles., • Own service performance through KPI definition, monitoring, and reporting — tracking and analyzing metrics across support ticket volumes, SLA adherence, resolution times, resource utilization, customer satisfaction scores, and team efficiency, and translating data insights into actionable improvement plans presented to senior stakeholders., • Champion quality and continuous improvement across service delivery — reviewing recurring failure patterns, service report quality, and intervention outcomes to identify systemic weaknesses, drive process improvements, and raise the overall standard of technical execution and customer experience across the organization, • Support MVG's service transformation and commercial growth — contributing to the evolution of service offerings, contract structures, and operational processes while ensuring the team actively captures and reports upsell, upgrade, and renewal opportunities identified during customer engagements. ✅ Requirements • Bachelor's degree (or equivalent) in Engineering, Operations Management, or a related technical or business discipline., • Demonstrated experience in a service operations, technical support management, or after-sales leadership role within a complex, technical environment — with a proven track record of managing multi-level teams and driving measurable service performance improvements., • Strong understanding of tiered support structures and escalation management, with the ability to arbitrate priorities, manage cross-functional dependencies, and make sound decisions under pressure., • Experience defining, monitoring, and reporting on service KPIs — including ticket management metrics, SLA compliance, customer satisfaction indicators, and resource workload analysis., • Proven ability to design and implement training programs and development frameworks for technical service teams, including identification of certification or compliance requirements., • Solid grasp of field service logistics — including travel coordination, work safety requirements, spare parts management, and resource planning across international geographies., • Excellent communication and stakeholder management skills — able to engage with authority and clarity across technical teams, senior management, and key customer accounts., • Proficiency with ticketing, CRM, and service management platforms (e.g., Salesforce, Zendesk, or equivalent) for case tracking, reporting, and operational oversight., • Professional proficiency in English (written and spoken), enabling effective collaboration across MVG's global organization 🌟 Nice to • Have Familiarity with the antenna measurement, EMC, or RF testing industry — enabling more informed prioritization of technical cases and more credible engagement with the engineering and field service teams., • Prior experience managing geographically distributed or international service teams, with demonstrated ability to coordinate across time zones, cultures, and organizational layers., • Experience working in an international matrix organization, balancing operational accountability with indirect influence across functions such as R&D, product management, and sales., • Additional language skills — French, Italian, Spanish, Arab, Chinese or Japanese are particularly valued given MVG's worldwide customer presence., • Familiarity with ERP or field service management tools (e.g., SAP, Salesforce Field Service) for integrated resource planning and logistics tracking., • Experience contributing to or leading service transformation initiatives — including process redesign, service portfolio development, or the rollout of new operational frame work. If you are interested in this opportunity, send a Word or PDF version of your resume to: joseph.moore@mvg-world.com
