The Director of Pepsi Equipment Services manages a Call Center operation providing customers with a single point of contact to handle all their Marketing Equipment Service needs. This organization manages all Local and National Customer Equipment contacts across PBC markets in the US and Canada. Duties include: Service Dispatch Management, New Customer Conversions, Equipment Procurement, and Customer Equipment Tracking. The Call Center services 750,000 customers and manages 2.4MM assets with an $11MM cost to run the PES Center. Duties include, but are not limited to:
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Service / Data Entry
Dispatch Optimization Leads
Equipment Trouble Shooting
Small Parts Fulfillment
Service Advantage - New ($5MM in Revenue per Year)
Move Operations - New (Consolidated from across the country) +50 employees
Remote Repair for Spire
Accountabilities:
Delivering the $11MM Cost Plan
Setting Strategic Vision for Call Center (Centralizing Move Scheduling, Knowledge Management, Dispatch Optimization)
Quality Performance - Internal and External
Develop Trust, Respect, and Instill High Standards and a fun working environment
Essential Skills:
Bachelor's Degree, Advanced Degree preferred
Managed a large team and in a challenging work environment
Strong Customer Service Skills
FoodService experience; Beverage experience
Able to deliver transformational thinking
Leadership skills; PES Call Center, PES Field, and Customer Teams
Strong analytical skills; Ability to build plans from strategies
Excellent communication skills
Strong planning/organizational skills; Capable of managing major projects simultaneously
Able to establish and attain high standards for self and team
Able to make decisions and solve problems
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