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Operations Rotation Development Program

The Operations Rotational Development Program is a fully immersive 18 to 24-month long rotational program that will expose future business leaders to various aspects of our Aftermarket Operations Division. The rotation program will provide the necessary experiences to build key skills enabling program participants to become successful.

The program will include the following experiences:

  • Build technical service skills, aptitude and application
  • Build acumen around the business, divisions, customers, and go-to-market strategy
  • Gain a thorough understanding of Nixon Power Services Aftermarket service and sales processes
  • Develop plans and diagnostic methods to effectively understand and address customer needs
  • Support the sales organization achieving financial goals and gain an understanding of P&L management
  • Build cross-functional partnerships with and understand the interaction of Sales, Operations, & Corporate
  • Gain a basic understanding of the assigned division’s product offerings and technical applications

The Junior Operations Specialist has the opportunity to experience our Service Coordinator, Service Sales, Operational Excellence and Corporate Support teams. You will work within an assigned service center to drive efficiencies, grow the business, and act as a vital member of the Aftermarket team.  Upon completion of the rotational program, graduates will move into a role that utilizes knowledge gained throughout the program, best suits your skillset and meets Nixon business needs.

 

Responsibility and Development Areas:

Customer Service and Support

  • Handle incoming calls and emails from customers, sales channels, and technicians
  • First point of contact for customers, distributors and sales team for scheduling service
  • Maintain customer relationships and communication throughout the repair or sales process
  • Update and track communication records in CRM, e-mail chains, and other formats
  • Respond promptly and courteously to all customer inquiries regarding requests for service

Technician Service Logistics

  • Coordinates labor scheduling to align to the appropriate customer, service and geographic need
  • Directs logistical support for Technicians (parts, equipment, etc.)
  • Reschedule & Reassign calls as needed to accommodate urgent or high-priority customer needs
  • Provide professional and timely confirmation of service schedule and visit date to customers
  • Tracks and assesses service team’s status and quality of work performed

Credit, Billing, and Financials

  • Prepare, distribute and upload billing with accuracy and in accordance with deadlines
  • Collaborates with Credit and Service departments to reconcile billings, expedite the customer billing process and troubleshoot customer account issues
  • Resolve customer disputes by working with sales/service/coordinators
  • Process certificate of insurance requests, W-9’s, invoice, and statement request
  • Complete invoicing process and ensure costs are posted by corresponding service departments 

Service Sales Procedures

  • Work with vendors to find solutions that reduce cost of goods related to inventory and materials
  • Assist in communicating expectations, planning, and aligning quoted work appropriately
  • Review and follow up daily on quoted work and track sales progress through use of “BOLT” sales CRM
  • Respond to all customer calls and emails regarding requests for additional service work
  • Track all project cost and provide feedback on actual cost to sales staff for profitability review
  • Processes job quotes to and from key customers

Product Knowledge & Technical Expertise 

  • Gain product knowledge on Nixon’s product offering for Service, Industrial, and Residential Sales
  • Learn Sales Operations process to understand project process from a scope, installation and commissioning standpoint
  • Understand inventory management (Generators, ATSs, Parts, Shipping & Receiving)

Continuous Improvement and Operation Excellence:

  • Look for ways of improving the overall operation and implementing necessary action plans
  • Ensuring data integrity of all projects via accurate information in GP & BOLT
  • Support implementation of procedural, process and organizational changes
  • Execute system improvements to support strategic projects that deliver value to the company
  • Develop and maintain documented work instructions for all operating system business processes
  • Business systems analysis, usage, standardization, and documentation

 

The Ideal Candidate Will Have/Be:

Qualifications:

  • In final year of educational pursuits: graduating in December 2021 or May 2022
  • Currently pursuing a Bachelor’s degree from accredited four-year college or currently pursuing an Associate’s degree from an accredited two-year college
  • Customer facing or customer service experience preferred
  • Leadership experience through, but not limited to, an extra-curricular activity, organization, club, sports team, or employment
  • Commitment to completing this 2-year program

Skills and abilities:

  • Ability to handle multiple priorities and work independently
  • Ability to self-start and learn quickly
  • Dealing with ambiguity – capability to work in a matrix organization
  • Strong verbal and written communication
  • Customer First mindset, to provide exceptional service
  • Excellent organizational and time management skills
  • Proficient computer skills (MS Office, MS Dynamics, Great Plains)
  • Analytical & problem solving mindset