Essential Job Functions:
§ Manage staff and schedule on a daily basis to ensure resources are effectively utilized.
§ Responsible for the recruiting, management, performance and development of direct-reporting staff.
§ Prepare action plans by individuals, as well as by team, for effective customer support.
§ Design and implement customer support programs that enable the company to achieve a recognized market leadership position.
§ Visit customers on a regular basis to strengthen relationships with company.
§ Seek growth opportunities with additional value-added parts program additions (ex. PM programs).
§ Develop and manage inventory control system that maximizes investment in parts through higher inventory turns and same day customer service support.
§ Represent company at annual vendor parts management meetings.
§ Provide timely feedback to senior management regarding performance.
§ Delegate authority and responsibility with accountability and follow-up.
§ Set example for Service teams in areas of personal character, commitment, organizational skills, and work habits.
§ Conduct regular coaching and counseling with Parts and Service teams to generate knowledge-based skills required to enhance customer satisfaction.
§ Ensure customer commitments are executed as planned to guarantee complete customer satisfaction.
§ Take ownership of customer related problems and coordination with service and other departments when necessary for resolution to assure customer service satisfaction.
§ Stay abreast of vendor products and new technology and disseminate information to Parts and Service teams.
§ Develop and maintain partner relationships with our machine tool vendors and other third-party vendors.
§ Maintain contact with all clients in the market area to ensure high levels of client satisfaction.
§ Adhere to all company policies, procedures and business ethics codes and ensure that they are communicated and implemented within the team.
§ Participate in meetings, seminars, and training sessions to stay apprised of new developments in field.
§ Integrate department activity into the services CRM system (e-Synergy)
§ Perform such other related tasks or duties as the company may assign in its discretion.
Qualifications and Competencies
§ 7+ years in supervisory field service management position or related field required.
§ Problem solving skills and attention to detail with technical aptitude is required.
§ Extensive experience in all aspects of customer/supplier relationship management.
§ Strong understanding of customer and market dynamics and requirements.
§ Strong project management skills and track record for developing staff.
§ Intermediate to advanced level skills in software associated with Microsoft Suite and other related business programs required.
§ Exhibit excellent team work skills.
Preferred Qualifications (Certificates, Training, Licenses, and Experience):
§ Bachelor’s Degree and/or related experience
§ Public speaking and/or product presentation experience
Mental and Physical Requirements
The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Must be highly mobile, able to access all areas of the premises.
- Ability to concentrate and remain focused while handling multiple tasks, responsibilities and projects.
- Ability to sit for prolonged period of times.
- Must be able to perform bending, twisting, stooping, reaching and lifting of moderate to heavy weight material up to 100 lbs. with assistance from equipment or other employees.
- Ability to frequently use hands and arms to finger and reach.
- Vision abilities required by the job include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus.
- Ability to keep his/her composure with the public and co-workers in everyday, stressful situations.