Jobs for People with MS: National MS Society

Customer Fulfillment and Operations Manager, Houston, TX

OBJECTIVES:

The Customer Fulfillment and Operations Manager will lead, direct and coordinate all daily operations for an Industrial Scientific service center. They are responsible for delighting our customers by achieving on-time delivery of high-quality instruments every transaction, every time. They are also responsible for collaborating with the Sales team and our channel partners to drive business growth and maintain strong relationships with Industrial Scientific customers in region. This is accomplished through building an extraordinary team across the operation, driving continuous improvement throughout the site, and providing guidance and direction to support consistent delivery of excellent customer service.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Perform all site leadership responsibilities, continuously improve the operational systems, processes and policies in support of our mission and corporate objectives.

• Collaborate with the outside Sales team and local channel partners to develop and support business growth plans and maintaining excellent working relationships with Industrial Scientific customers

• Promote and conduct customer focused events at the Houston service center that focus on customer relationship building, customer training, and regional business growth.

• Staff service center with team members that connect with our culture and values. Provide all fulfillment team members with a positive work environment and the opportunity to develop new skills in alignment with business needs and individual career interests.

• Generate service resource requirement plan to include labor, equipment, fixtures, tools and sub-materials, etc. to support customer demand and on time delivery.

• Lead development and enhancement of service processes to improve quality, reduce cycle times and improve responsiveness to customer demand.

• Lead and drive the service center teams through daily management to continuously meet the performance standard of operational key performance indicators aligned with company core value drives.

• Develop and execute cellular operating principles utilizing standard work and single piece flow through the use of FBS (Fortive Business System) lean manufacturing tools.

• Ensure product quality through use of FBS, Demand Flow Technology practices, Operational Methods Sheets (OMS), standardized processes, 5S, and total productive maintenance. Track product quality through metrics such as First Pass Yield and line discrepancy data and prioritize improvement initiatives.

• Actively support EH&S programs and ensure full compliance with OSHA OHSAS requirements. Ensure processes exceed ISO quality system requirements as well as all domestic and international regulatory requirements for product assembly and handling of materials and equipment.

• Develop and empower the leadership team to manage the daily operations; cultivate and expand a highly skilled staff and improve our core competencies.

• Administer performance management processes across area of responsibility for effectiveness, timeliness, and expected outcomes in focusing, aligning and engaging employees in the pursuit of the overall business strategies and goals. Reconcile time and attendance program daily. Approve time off.

• Collaborate and partner with other teams and executive management to align global customer operations policies, systems, and processes with the company's vision.

QUALIFICATIONS REQUIRED (Non-Negotiable):

• Individual must be located in the area of the service center

• Bachelor’s degree in engineering, operations management, business, logistics or equivalent experience required

• Demonstrated success collaborating with internal and external customer facing teams to deliver world-class customer outcomes.

• 4+ years of previous supervisory experience in manufacturing operations or 4+ years in a technical capacity with demonstrated positive results in operational change management required

• Capable of quickly identifying and resolving issues with a team-based approach

• Ability to prioritize, multitask and problem solve, lead and adapt in an environment of constant change

• Strong organizational skills, interpersonal skills, and communication skills, exhibit a commitment to quality in decision making

• Demonstrated experience in developing and empowering others to achieve personal and team goals

• Demonstrated leadership and vision in managing groups, major projects or initiatives

• Detail-oriented with strong decision-making ability

• Thorough understanding of business financials, forecasting and an ability to implement cost containment

• Excellent listening as well as oral and written communication skills.

• Ability to work independently and be self-motivated to independently arrange and organize work efforts on a daily, weekly and monthly basis to meet or exceed deadlines

• High proficiency with MS Office, especially Excel and PowerPoint

QUALIFICATIONS PREFERRED (Negotiable):

• Advanced knowledge of warehouse operations and Kanban systems supporting assembly

• Experience with developing and managing a sales territory to drive business growth.

PHYSICAL DEMANDS:

Note: The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is required to sit and talk and hear. The employee is required frequently to use hands and digits to handle or feel work material. The employee is regularly required to stand, walk, and reach with hands and arms. Lifting/carry up to 50 lbs occasionally, 20 lbs frequently, and 5 to 10 lbs daily. Must be able to use/wear applicable personal protective equipment which may include but is not limited to safety-toed footwear (with ankle height support), back support belt, hearing protection, and safety eye-wear with side shields. Frequent assent/decent of stairs/steps, especially at field locations.

Equal Opportunity Employer - Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time, with or without notice.

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Fortive Corporation Overview

Fortive’s essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions.

We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. We’re a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to groundbreaking sustainability solutions.

We are a diverse team 17,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.

At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference.

At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.

At Fortive, we believe in growth. We’re honest about what’s working and what isn’t, and we never stop improving and innovating.

Fortive: For you, for us, for growth.

About Industrial Scientific

Industrial Scientific designs and manufactures gas detection products and solutions that protect workers from hazardous conditions around the world. Since our beginnings in 1985, we have pioneered numerous technologies, including the first 3-gas detector, 6-gas detector, wireless gas detector, and even the first gas detector to be included on a NASA space shuttle.Today, we continue to innovate and expand our hardware and software offerings to equip the connected workers of the future. Our latest solutions make it possible to see and respond to hazards in real time, bringing us one step closer to our vision of ending death on the job by 2050.

We Are an Equal Opportunity Employer. Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at applyassistance@fortive.com.

Bonus or Equity

This position is also eligible for bonus as part of the total compensation package.

Pay Range

The salary range for this position (in local currency) is 71,100.00 - 132,100.00

This position is also eligible for bonus as part of the total compensation package.

The salary range for this position (in local currency) is 71,100.00 - 132,100.00

We are an Equal Opportunity Employer

Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at applyassistance@fortive.com.