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Bureau Vertias North America EMC Supervisor - Littleton, MA in Massachusetts

A WORLD LEADER IN TESTING, INSPECTION & CERTIFICATION SERVICES

Bureau Veritas offers dynamic, exciting employment opportunities with an attractive salary/benefit package and an opportunity to play a vital role with a global organization. If you would enjoy working in a dynamic environment and are looking for an opportunity to become part of a stellar team of professionals, we invite you to apply online today.

Bureau Veritas is an Equal Opportunity Employer, and as such we recruit, hire, train, and promote persons in all job classifications without regard to race, color, religion, sex, national origin, disability, age, marital status, citizen status, sexual orientation, genetics, status as a protected veteran, or any other non-job-related characteristics.

This position is responsible to ensure equal opportunity in employment in that all persons are treated equally and on the basis of merit, in decisions regarding selection, placement, promotions, training, work assignments, transfers and other personnel actions.

Ø Purpose of Position

Provide leadership within Project Management, Customer Service and Back Office within Curtis-Straus entity by providing customer satisfaction that meets and exceeds their expectations.

Responsibility for ensuring total client satisfaction (3 rd Party and BV Inter-group) for all aspects of the assigned customer relationship manager and back office functions in accordance with applicable standards, as well as BV-CPS QHSSE requirements. Supervise/direct a staff dedicated to meeting or exceeding client needs in a timely and accurate manner, and providing proactive assistance by identifying and resolving issues.

Objectives

Directs a staff dedicated to meeting client and vendor submission requirements, quality assurance needs, and submission processing from quoting to report delivery.

Major Roles & Responsibilities

General

  • Direct day-to-day activities related to the entire Curtis-Straus portfolio of clients.

  • Ensure staff growth and development, including performance evaluation, goal setting, and proper training.

  • Assist employees in correcting performance issues through coaching, counselling and performance improvement plan.

  • Ensure adherence to and implementation of the guidelines set forth in the BV-CPS Quality Manual as well as maintenance of the quality system.

  • Monitor the work environment for safety hazards and promptly recommend or take action to address any and all concerns in accordance with location safety procedures.

  • Ensure that CARs/PARs are closed out in a timely manner.

  • Work with business line managers to develop an understanding of Client requirements and lead the organization to meet goals and expectations.

  • Interact with Operations Managers and Supervisors on a daily basis, holding on-going discussions regarding adherence to standards and quality in accordance with internal Bureau Veritas requirements.

  • Assign staff customer complaints and ensure that timely and effective corrective actions are in place, as well as provide any necessary intervention with the customer to enable resolution

  • Responsible for interviews, discipline, terminations and annual reviews of direct reports, in accordance with HR BV standards and format, as well as reviewing and approving other staff reviews.

  • Monitor processes and track KPI’s for department (revisions/credits, holds, cancels, etc.), and report, address and put corrective actions in place to resolve issues within and outside of the department.

  • Write, review, and update administrative procedures for department

  • Advises General Manager of all staffing and other resources needed for departments and groups.

  • Act as back-up to direct reports.

  • Monitor test reports on a continual basis, ensuring accuracy, completeness, and compliance to Client Program specifications.

Project Management/ Customer Service

  • Work with Operation Managers and Supervisors to ensure that Turn-Around-Times (TAT) for all sample submissions, whether entered on a regular or rush basis, are maintained within standards.

  • Interact with the site management team as the client representative informing them of production status, problems, and other issues of importance.

  • Support business development and local operations by building rapport with clients through participation in client meetings, site/lab tours, and prepare customer presentations.

  • Assign significant client issues to staff for resolution, and monitor sales and sample submissions to track client satisfaction.

  • Ensure accurate and prompt client service, including but not limited to technical inquiries, program requirements, scheduling, project status, pricing, capability, holds and reporting

  • Ensure that client requirements are being followed as required

  • Responsibility to ensure customer service and reporting deliverables are consistent with division and service line policies and procedures.

Back Office

  • Develop an understanding of clients’ needs and expectations and assist in matching them to all applicable BV services offerings

  • Support sales of other BV service offerings through an understanding of all services offered by BV.

  • Participates in regulatory/industry and professional meetings and shares market intelligence, trends and opportunities

  • Ensure timely quoting support for sales and direct quoting of Inter Group projects

  • Ensure billing of completed projects and support to resolve collections disputes.

  • Ensure tracking of Sales Offers and Orders and provide analysis and trending of the data.

Knowledge, Skills, Abilities

  • Leadership and motivational ability, as well the ability to be proactive in anticipating and dealing with opportunities and problems.

  • Financial prowess including sales and operations budgeting, P&L management, etc.

  • Client interaction skills: Demonstrated ability to work with customers, determine their requirements, secure additional business, define and assist in solving problems, and generally ensure their total satisfaction with BV.

  • Problem solving skills including the ability to lead groups of diverse people through a problem solving process.

  • The ability to organize and prioritize daily activities and workload in a resource constrained environment.

  • Effective oral and written communications skills including the ability to deliver presentations to in-house and client/vendor audiences.

  • Strong skills as a team leader and ability to work well with peers.

  • Meeting established turnaround time expectations for services rendered.

  • Achieving report accuracy standards.

  • Ensuring client satisfaction.

  • Achieving and maintaining compliance with policies, procedures and ethics requirements.

  • Ability to juggle multiple tasks and changing priorities in a very busy environment

  • Strong analytical / problem solving / process improvement skills

  • Strong knowledge of products testing from laboratory perspective and/or excellent practical knowledge of testing in the area being supervised, as required

  • Proficiency with Word, Excel & PowerPoint

  • Attention to detail

Experience and Educational Background Required for the Job

Supervisor I

  • 4 year BA or BS degree

  • 2 years industryrelated or Project Management experience

  • 2 years leadership experience

Supervisor II

  • 4 year BA or BS degree

  • 5 years industryrelated or Project Management experience

  • 4 years leadership experience

Supervisor III

  • 4 year BA or BS degree

  • 8 years industryrelated or Project Management experience

  • 5 years leadership experience

If you are an individual with a disability and you would like us to assist you with searching the Careers Page site for employment opportunities and/or assistance with completing your profile and application, please contact us at 1-888-357-7020 or email us with your request to USinfor@us.bureauveritas.com We are happy to assist you and encourage you to consider Bureau Veritas for your next great career opportunity!

If you would like additional information regarding Bureau Veritas' federal obligations in regards to equal employment opportunity, please click the link below:

http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf

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