Ideal candidate for the Service Manager role will have aftermarket service experience with large industrial, commercial, vehicles or machinery.
- Create and develop methods, guidelines, and policies to facilitate efficient service delivery.
- Ensure all customer issues are satisfactorily resolved utilizing engineering, manufacturing, and other teams as needed.
- Manage subordinate staff in the day-to-day performance of their jobs.
- Provides input to strategic decisions that affect the functional area of responsibility.
- May give input into developing the budget.
- Must be capable of resolving escalated issues arising from operations and requiring coordination with other departments.
- Ensure that technicians are effective, and customers' requirements are met.
- Perform all work in accordance with established quality standards and safety procedures.
- Ensure documentation is maintained of service reports and customer calls are logged for all customer calls and interactions, and related statistics.
- Identify trends in service data and initiate causal analysis when needed
- Ensure high level of Customer Satisfaction when assisting distributors.
- Responsible to coordinate across the organization to ensure customer satisfaction.