Supv, Safety Services

Master Lock is a leading provider of lockout tagout (LOTO) and electrical safety solutions which includes products, consulting services, and software. The portfolio includes services such as lockout procedure development, electrical safety assessments, compliance program development, and training and software platforms including eLOTO procedure writing software and the cLOTO connected LOTO solution. Reporting to the Senior Program Manager, Safety Services, the Supervisor, Safety Services and Software directly oversees Master Lock's Professional Lockout Services operations within North America. The candidate will work closely with internal functions and external vendors to manage and continuously improve operational aspects of Safety Services and Software including service quality, customer satisfaction, completion of projects within cost, budget and timing targets, and timely execution of payment and invoicing processes.

DUTIES & RESPONSIBILITIES:

• Lead the daily operations of the services group interfacing regularly with sales, customers, service providers and other key stakeholders.

• Ownership of the complete project lifecycle including qualifying opportunities, technical quoting, project resourcing, scheduling, and fulfillment, working with both internal technicians and external service providers

• Develop project plans and monitor execution to ensure projects are completed on scope, on time, on cost, on budget, and to the appropriate quality specifications.

• Answer services inquiries promptly, professionally and knowledgeably on the phone and through email.

• Oversee the customer on-boarding process in order to complete pre-project logistics and ensure customer expectations are aligned with project scope and deliverables.

• Ensure project documentation, invoices and customer order closure are completed in a timely manner.

• Measure service providers on communication, customer satisfaction, on-time performance, adherence to cost targets and other KPIs. Drive corrective action as appropriate.

• Manage service provider partner relationships through regular communication and periodic business reviews. Identify and evaluate new partnership opportunities as required to support business growth.

• Work closely with Sales, Marketing and Customer Service to define best practices and processes for resolving and responding to customer issues and new business opportunities.

• Drive continuous improvement efforts to reduce work content and cost. Assist in the development of strategies for improving serviceability.

• Participate in new product/service R&D initiatives as needed.

• Develop, track and periodically report on key performance indicators (KPI's) related to Master Lock safety services, measuring gaps to performance goals and formulating corrective actions to address those gaps.

VALUES:

• Demonstrates INTEGRITY

• WORKS AS A TEAM

• Takes OWNERSHIP

• ACTION - biased

• Fosters a WINNING spirit

KEY COMPETENCIES:

• Collaborate: Build partnerships and work collaboratively with others to meet shared objectives

• Communicate Effectively: Develop and deliver multi-mode communications that convey a clear understanding of the unique needs of different audiences.

• Instill Trust: Gain the confidence and trust of others through honest, integrity and authenticity.

• Customer Focus: Build strong customer relationships and deliver customer-centric solutions.

• Decision Quality: Make good and timely decisions that keep the organization moving forward.

• Plans and Aligns: Plan and prioritize work to meet commitments aligned with organizational goals.

• Ensures Accountability: Holding self and others accountable to meet commitments.

• Manages Conflict: Handles conflict situations effectively, with a minimum of noise

• Organizational Savvy: Maneuver comfortably through complex policy, process, & people-related organizational dynamics

• Action Oriented: Take on new opportunities and tough challenges with a sense of urgency, high energy and enthusiasm.

QUALIFICATIONS:

• Minimum of an Associate's degree and 5 years of relevant experience; Bachelor's degree preferred.

• 5+ yrs. of experience overseeing customer-centric business processes.

• 5+ yrs. of overseeing the planning and execution of technical projects utilizing internal resources and outside service providers. Ability to oversee multiple, concurrent customer engagements.

• Experience leading others either directly or indirectly.

• Exceptional project coordination, reporting and problem resolution experience.

• Excellent verbal, interpersonal and written communication skills with ability to interact with service provider contacts and customer contacts.

• Demonstrated ability to assess internal/external customer situations & responds in a professional manner.

• Self-motivated individual who works independently within guidelines

• Demonstrated ability to develop effective business processes and proactively drive continuous improvement actions.

• Ability to synthesize data related to business performance and build and execute action plans to close any gaps.

• Competency with Microsoft office software - Word, Excel, Outlook.

Company Description:

Fortune Brands Innovations, Inc. is an industry-leading innovation company focused on creating smarter, safer and more beautiful homes and improving lives. Our driving purpose is that we elevate every life by transforming spaces into havens. We believe our work and our brands can have incredibly positive impacts for not just our business and shareholders, but for people and the planet, too. When you join Fortune Brands, you become part of a high-performing team who are empowered to think big, learn fast and make bold decisions. We support an inclusive and diverse culture where everyone is encouraged and empowered to be their authentic selves, and where our differences and unique perspectives are a key strength. Explore life at Fortune Brands fbinleave.fbhs@fbin.com and let us know the nature of your request along with your contact information. Resumes submitted to this email address will not be responded to.

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