Customer Service Operations Manager Jobs in Cary, NC

PRIMARY FUNCTION:

This position is responsible for managing the field service operation. This position assists the Service Operations Manager in managing all department maintenance contracts and serves as the main point of contact for executing daily contract requirements. In addition, this position is responsible for managing the warranty claims program for the department, to include reviewing/finalizing service repair work orders, filing claims, and processing settlements. This position assists the Service Operations Manager in creating and enforcing department policies/procedures, establishing and executing long-term business initiatives/strategies, and advising on potential problems that might negatively impact shop and field service production efforts or jeopardize customer relations. This position has the authority to act on behalf of the Service Operations Manager in making daily business decisions pertaining to shop and field service operations.

ESSENTIAL DUTIES:

• Manages the daily production effort for the field service operations with Technicians, Service Advisors and Managers. This position assist in communications of repair activities and progress to the customer. Coordinates with customer to obtain approval for repairs, advises the customer of any significant changes in the repair process or delays in scheduled commitments, and communicates repair authorizations back to the technician or Service Advisor. Ensures initial and follow-up repair authorizations are approved and fully documented prior to beginning repair activity.
• Daily supervision of EPG field service technicians, ensuring that productivity levels remain above 85%. Ensures all warranty repairs are performed in accordance with applicable warranty repair guidelines and that revenue repairs are performed in accordance with applicable department policies/procedures.
• Completes initial review of service repair work orders and finalizes service support documentation for final invoicing.
• Ensures field service technicians are briefed on the latest technical support information to include service letters, technical bulletins, and product/warranty updates and KPI metrics.
• Provides technical repair diagnosis on problem solving for on-site technicians.
• Reviews and approves or assist in technician labor for posting to service work orders.
• Uses business management system (GPAX) to open and close service calls for repairs. When applicable, uses Service Scheduler to assist in managing field service operation.
• Assists the Service Operations Manager in managing current maintenance contracts and executing daily contract obligations. Coordinates with contract administrators to ensure that requirements outlined in the contract are fulfilled and managed accordingly. Conducts on-site visits to ensure compliance with contractual agreement as needed.
• Manages the warranty claims program for the department. Reviews/finalizes service repair work orders, and assist in warranty claim, and processes to final settlement. Responsible for maintaining a warranty recovery rate of 95% or above. When necessary, conducts warranty training and provides warranty program updates to the technician work force. As required, makes warranty labor adjustments prior to filing the warranty claim.
• Assists the Service Operations Manager in developing and executing long-term business initiatives/strategies and helps create and enforce department policies/procedures. Assists in identifying and solidifying new service/business opportunities.
• Advises the Service Operations Manager on potential problems that might negatively impact the efficiency/effectiveness of the department or jeopardize customer relations. Assists is evaluating and reviewing daily operation for process improvement opportunities.
• Asists the Service Operations Manager in creating the fiscal budget by identifying short/long-term capital expenditure requirements. Promotes service and business opportunities in support of sales forecast and manages daily expenditures to meet budget obligations.
• Assist Product Support Representatives with quoting labor and parts on larger projects to ensure proper profitability on quoted repairs.
• Processes final invoice and collects payment from customer as needed.
• Assist Service Operations Manager with monthly review of Flat Rate Variance to ensure proper profitability.
• Assist Customer Care Center and other internal departments with disputed invoices and collections when needed.
• Completes developmental and professional goal setting with direct reports in addition to annual performance reviews to enhance performance management culture in the division. Ensuring that the process is followed as outlined to increase employee engagement.
  
• Ensure all supervisors and employees are abiding by the company culture for CITES in their daily activities internally and externally with our customers.
  

Customer Relations –20%

Administrative – 15%

Technical – 25%

Supervision/Leadership – 40%

MINIMUM REQUIREMENTS:

Education:

A four-year college graduate in business or related field with at least five years of service industry experience and three years managerial experience or an Associates of Applied Science Degree in Diesel Technology (or related technical field) with seven years of technical experience and three years of managerial experience. Or an equivalent combination of education and experience may be considered.

Work Experience:

(see above)

Physical:

Must be able to work for long periods while seated and using a PC.

Other:

Must possess outstanding communication skills normally associated with managing the day-to-day activity of the service department either in-person or via the telephone.

Must possess outstanding leadership and interpersonal skills and be capable of executing decisions in support of the daily business operation.

Must have a thorough understanding of the basic work order/administrative processes, department operating principles/guidelines, and long-term business initiatives/strategies.

Must be PC knowledge with basic/intermediate level skill with keyboard and Microsoft software, preferably Excel and Word.

Needs intermediate mechanical and product knowledge.

This job description is not intended to be all-inclusive. Your supervisor may request and assign you similar duties. Any major modification of this job role requires Human Resources approval.