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Service Manager - Charlotte, NC

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Job Summary
Service Manager is the leader in customer service technically, product knowledge, and various maintenance skills. A liaison between dealers and factory to communicate the needs and requirements of the dealer network. Service Manager trains technicians to aid in resolving and/or repairing units as needed. Oversees all technical support including material publications, manuals, training, and certifications. Leads in warranty administration.

General Responsibilities
Provides technical solutions to support dealer network regarding warranty, service, and repair of products.
Registers warranty and processing dealer delivery reports, reviews and approves dealer warranty claims including any follow up as necessary, address internal warry claims promptly.
Produces training curriculum and product information to align with our dealer expectations.
Coordinates support through communications with Factory Product Engineering, Parts, Warranty, and Technical Publications departments.
Collect pre-delivery reports and/or other required support materials (files or reports) as necessary.
Acts as a resource to our product manager to facilitate testing and analysis of failed parts and component assemblies.
Investigate and communicate through the problem-solving process and quality concerns to our cross-functional team for permanent corrective resolution.
Plan, execute and manage the quality support activities at customer locations including sorting and containment activities, data collection and analysis, etc.
Inspect shop equipment and work with Operations Manager to ensure all necessary tools and equipment are available to technician.
Build team of technicians through hiring, training, coaching, and counseling to support Service Department.
Leads service technicians on day to day duties and responsibilities in support of Sales, Parts, and Operations.
Participates in OSHA compliance; actively identifying and advocating improved safety for technicians.
Available for after-hour calls from dealer network to assist with service-related concerns.
*Duties assigned in addition as is required.

Job Qualifications
Associates Degree, technical degree in related field, or related experience.
7+ years of related technical field experience
5+ years of customer service experience
3+ years training dealers and employees in Forklift mechanics.
Current Forklift certification and able to maintain.
Excels in communication both written and verbal.
Attention to Detail
Critical thinking
Problem solving
Computer literate: Microsoft Applications and cloud-based platforms

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