Job Details
POSITION SUMMARY
Plan, direct, and coordinate all after-sales and service support processes, policies, program, and daily operations. Establish efficient service support system to maximize return on investment by improving service support efficiency and optimizing service processes. Grow profitable service labor sales and exercise disciplined expense control. Manage, motivate, supervise, and train field service team in providing industry leading superior service while developing and maintaining relationships with existing accounts.
ESSENTIAL FUNCTIONS
Reasonable Accommodations Statement
To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.
Essential Functions Statement(s)
Design market-oriented and efficient warranty and service support policies and processes.
Work with IT and outside vendor/s in developing ERP service module for daily standardized service activities.
Communicate, direct, and monitor service personnel and processes to ensure customer satisfaction.
Create annual service goals and budget, in alignment with the organizations financial and operational objectives.
Coordinate dealership training program and service-related customer visits.
Execute service promotion plan with the direction from headquarter s service department.
Ensure all warranty claims and service inquiries are handled within the required timeframe to receive maximum customer satisfaction.
Schedule and assign service jobs and work areas to service personnel according to their skills and knowledge.
Review service orders for completeness and accuracy prior to customer billing.
Keep records for all service activities, produce timely and detailed service reports.
Review service and operation manuals to assure accuracy and look for continuous improvement.
Manage recruiting, staffing, and employee development activities for all service employees.
Maintain a clean work area and perform work in a neat and orderly fashion.
POSITION QUALIFICATIONS
Competency Statement(s)
Accuracy - Ability to perform work accurately and thoroughly.
Customer Oriented - Ability to take care of the customers needs while following company procedures.
Reliability - The trait of being dependable and trustworthy.
Technical Aptitude - Ability to comprehend complex technical topics and specialized information.
Communication, Oral - Ability to communicate effectively with others using the spoken word.
Safety Awareness - Ability to identify and correct conditions that affect employee safety.
Risk Taker - Ability to take calculated risks or to stretch the limits of comfort zones.
Problem Solving - Ability to find a solution for or to deal proactively with work-related problems.
Judgment - The ability to formulate a sound decision using the available information.
Decision Making - Ability to make critical decisions while following company procedures.
Conflict Resolution - Ability to deal with others in an antagonistic situation.
Applied Learning - Ability to participate in needed learning activities in a way that makes the most of the learning experience.
SKILLS & ABILITIES
Education:
Bachelor's Degree (four-year college or technical school) or Work Equivalent, Field of Study: Engineering, Mechanics, Marketing or Business Administration
Experience:
5+ years of experience in service, engineering, or management position of Construction Equipment industry or mobile industry.
Computer Skills:
Microsoft Office suite including: Outlook, Word, Excel, SharePoint, ERP/SAP, CAD a plus
Certifications & Licenses:
CDL a plus
Other Requirements:
Excellent interpersonal, customer and communication skills.