Inside Service Manager

Elgin Sweeper


Date: 9 hours ago
City: Elgin, IL
Salary: $90,000 - $125,000 per year
Contract type: Full time
Essential Job Duties And Responsibilities

  • Oversees and manages all aspects of Elgin Sweeper’s Inside Service team and programs.
  • Responsible for allocating resources to achieve completion of all service requests and cases and resolves technical problems in a systematic and timely manner.
  • Identifies and implements “best practices” service business systems. Leads projects for product improvement based on identified field issues and develops approved repair time for campaigns through time studies.
  • Manages Technical Information and Service Bulletin development and implementation.
  • Primary contact and responder to National Highway Transportation Safety Administration (NHTSA) and Transport Canada and leads and manages initial incident investigations.
  • Manages the implementation of service campaigns with dealers/end customers; Facilitates and is a key member of the Elgin Sweeper Safety and Campaign Committees.
  • Responsible for Elgin Sweeper Service Call Center responsiveness through accurate management of telephone system and CRM management tools; Assures accurate documentation of all customer contacts (via case system) and monitors and reports monthly department performance indicators.
  • Responsible for recruitment, training, performance management and development of Inside Service team members.
  • Handles escalated customer issues and assists team members in resolving difficult customer problems.
  • Conducts daily Service Team meetings and staff meetings as required.
  • 20% travel required within North America.
  • Performs other duties as assigned

Education And Work Experience

  • Bachelors Degree or equivalent experience with a combination of education (such as an Associates Degree) and experience in service, engineering, or maintenance related fields may be considered in place of the above requirements.
  • Minimum of seven years of vehicle service experience, including vehicle repair, fluid power, electronics and/or related technologies.
  • Three or more years direct supervisory experience required in an Inside Service or technical field.
  • Ability to manage a diverse team of people.
  • Ability to demonstrate excellent written and oral communication skills with superior customer handling skills required.
  • Strong analytical skills and a high degree of detail orientation required.
  • Ability to handle multiple priorities under time pressure to complete work and meet deadlines with accuracy.
  • Demonstrated experience and high performance in the following areas:
    • Customer and dealer support
    • Hydraulic, mechanical, and structural repair
    • Vehicle and equipment maintenance
    • System diagnostics and analysis
    • Product training and education
  • Proficient with Microsoft Office suite of products including Word, Excel, PowerPoint, Access, Outlook, and Teams required.
  • Familiarity with Adobe Acrobat DC, Find View Print (FVP), Danfoss service tool, Vansco service tool and Oracle service tool a plus.
Anticipated Salary Range: $90,000 - $125,000

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