TITLE: SERVICE MANAGER (MANUFACTURING)
COMPENSATION- 90K-100K (BASE) + 15-20% BONUS PAYOUT
LOCATION:
Summary of Position:
Manage the Service Department team and customer and dealer interactions.
Duties & Responsibilities:
? Delegating and directing service tasks, monitoring progress on assigned projects and managing the team to ensure the department as well as individual goals are met.
? Ensuring company directives are adhered to such as product changes, policy updates and documentation.
? Focused on providing quality customer service while keeping the company’s goals and focusing on forefront.
? Work closely with customers both nationally and internationally from a variety of different industries.
? Handling customer complaints or concerns and cases. ? Directly overseeing system installations and relocations.
? Assist the Production teams with shipping schedules for systems.
? Ensure that team priorities and goals are met and/or exceeded.
? Monitoring department issues to create methods to lessen recurrence.
? Must effectively use a variety of computer software to maintain client relationships, including CRM, ERP, and Office applications.
? Coordinate installations, routine maintenance calls, and service visits.
? Monitors and reviews invoices from external Field Service Engineers.
? Enters information from service call reports into CRM database.
? Coordinate the return authorization process.
? Issues return authorization numbers.
? Opens new cases in CRM for incoming equipment for repairs, return parts, or trade-in equipment.
? Tracks all service equipment coming into and leaving the building
? Monitors open service cases, including all incoming repairs, in-house repairs, parts orders testing, parts on backorder.
? Types all sales orders for parts orders and on-site service visits.
? Maintains all device history records (device/service records), CRM database cases, and numerous spreadsheets.
? Assisting with Accessories & Service Sales
? Highschool diploma or equivalent Skills and Experience Requirements:
? Organizational skills and attention to detail ? Effective communication skills and people-management skills ? Computer literate – including MS Office programs and CRM
? Service and Sales experience
? Self-motivated
? Strong problem-solving skills
? Industry knowledge Required Training and Controlled Documents:
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