The Role
Manage day-to-day Repair Centre and field service operations in Istanbul. Lead, mentor and develop repair and field teams; oversee scheduling, quality, inventory, spare parts ordering/importation, logistics, facilities, reporting, invoicing and customer/distributor communication to meet SLAs and improve operational efficiency.
Summary Generated by Built In
Based in Istanbul Turkey, the Operations Manager is responsible for managing the daily operations of the Repair Centre (RC) , Field Operations activities as well as, including administration and facilities in addition to leading the team of repair specialists. They will have a strong analytical approach to problem solving and an understanding of electronic and mechanical repairs.
Using excellent communication skills, the manager should be able to effectively interact with GLORY’s customers, technical and spare parts logistics staff, GGS order administration staff, and main repair hubs’ staff. Leading, mentoring and continually developing the RC and field service teams is a key part of this position. Reporting to the EMEA Service Director, this role is also responsible to ensure efficient and economic utilization of materials and labour. This role is based in the office most of the time.
Key Responsibilities
Line management responsibility of the repair specialists, field service technicians, and other administrative and logistics personnel attached to the RC, including performance management, compensation and benefits, learning and development, recruitment, and managing absences, for example:
- Monitor daily performance and productivity of repair specialists, implement best practices while developing the team.
- Monitor daily performance and productivity of field service technicians, to make sure the team activities meet the service requirements towards customers.
- Manage the repair centre.
- Review scheduling requirements daily and adjust as required.
- Work closely with the team to identify and implement efficient, quality, and economical repairs.
- Work on repair centre resource balancing and purchasing requirements. Proactively plan for required purchases and prepare forecasts.
Manage all phases of process improvement and operational efficiency.
Complete and communicate daily, weekly, and monthly performance reporting. Propose and structure measurements. Propose goals for performance improvement.
Proactively track and improve overall quality performance of repairs. Escalate increased failure rates to management.
Approve repair specialists’ expenses.
Plan and execute physical stock counting. Review and validate stock reports. Ensure error free spares parts stock keeping.
Assist with / oversee the preparation of delivery notes, scrap documents and ensure the correctness of documents, currently supported by the external solutions partner.
Monitor spare parts ordering and importation process. Collaborate with relevant team members to create replenishment purchase back orders for warehouse for the repair needs, track the order processing and importation process working with the external solutions partner, and interact with order administration team to resolve any issues related to orders.
Prepare and post monthly reports on the Repair Centre, internal and towards customers.
Prepare “Out of warranty exclusion repairs report.”
Support Central RC team providing monthly reports and constantly looking for improvements.
Monitor the team while receiving parts to be repaired from the customers/distributors and checking the necessary paperwork. Oversee inclusion of the related records in the database. Monitor delivery of the repaired parts with proper documentation.
Prepare all invoice processes related with Customer's repair and service fees.
Communicate with distributors, repair customers and service customers about payments if there are any overdue payments.
Manage F2F recruitment processes for new employees, including preparation and placement of ads in local recruitment channels.
Communicate with payroll providers and other service providers about employee benefits like renewal of health insurances etc.
Manage field service operations.
Communicate with the service team and the service customers to run a smooth service operation meeting customer SLAs, for periodical and corrective maintenance activities, as well as new hardware installation.
Design and implement workflow for completing and communicating periodical activity and performance reporting.
Implement workflow for invoicing out of scope service activities.
Manage the logistics team and support partners for collection from Glory distribution hubs, transportation, importation and customs-clearing of Glory hardware sold to local customers.
Facilities management.
Contact service providers and resolve problems working with the relevant service providers.
Contact service providers and resolve problems working with the relevant service providers.
Be responsible for and the main point of contact for the smooth running of the facility including compliance with workplace safety regulations.
Communicate, when necessary, with the HSE service provider
Communicate, when necessary, with the HSE service provider
Collaboration with IT team for all IT needs of Turkey employees and solving issues by support of remote IT Team.
Other Tasks and Assignments as required.
Skills, Knowledge & Expertise
- Repair Centre experience
- Advanced English speaking
- People management experience
Job Benefits
- Bonus scheme
- Car allowance
- Single private healthcare
- Lunch allowance
About
Global Leaders in Customer Experience Automation With a culture rooted in innovation, each day Glory’s people are transforming our customer’s businesses. Our automation solutions empower retailers, restaurants and financial institutions to save time, money, and deliver unrivalled customer experiences. Publicly listed and proudly international, Glory has been a trusted name for over 100 years, and a global leader for more than a decade. That’s a reputation we’ve earned by combining our pioneering software and hardware with our dynamic people. Because alongside our technology, it’s our people who are driving our successes. Why Join Us Here at Glory, our ambitions are as big as yours. And that’s why we are actively looking to recruit the best of the best. Join Glory and you will be part of the force driving our transformative technology and leading-edge innovations. That’s because every Glory solution is powered by exceptional people like you. People with experience, skills and dedication. Here, we prioritise the development and well-being of our people. Across vibrant and collaborative workplaces, you’ll team up with colleagues across the world to deliver remarkable solutions in more than one-hundred countries. Looking to make a global impact? Join Glory in innovating the future of business transformation. Glory ValuesThe Glory Values are our ethos of working together, diversity and innovation: a practical blueprint of how we work together. We live our values wherever we are – with both colleagues and customers. Glory Values help us meet new challenges and exceed expectations. And they help us further our skills and work with trust and respect. Customer Delight. We put our customers first.Integrity. We do the right thing, always. Innovation. We embrace new challenges and share the future. Speed. We move fast, that’s how we stay ahead. Diversity & Respect. We value the strength in our differences. Teamwork. We succeed together.
Skills Required
- Repair Centre experience
- Advanced English speaking
- People management experience
- Understanding of electronic and mechanical repairs
- Excellent communication skills
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The Company
What We Do
Glory Global Solutions is a pioneer in developing and manufacturing cash handling machines and systems, providing integrated cash-transaction solutions that automate cash processes for retailers, financial institutions, and gaming operations.
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