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octobre 16, 2017 - Toronto (Concord)

Service Manager

SUMMARY OF THE POSITION

Reporting to the VP, Sales and Marketing, the Service Manager will lead the Service Department to ensure that the highest levels of after-sales service and support are maintained in an efficient and timely manner that benefits all parties – Manufacturer, Dealers and Homeowners.
 

RESPONSIBILITIES

  • Supervises all aspects of the service department and staff, ensures department deadlines are met each day and employees receive on-going training.
  • Develop and implement an action plan for continuous improvement for your direct reports
  • Reviews and has a full understanding of all Vinylbilt and Private Label Warranty programs both written and implied
  • Responsible for the drafting of warranty policy and procedures
  • Manages all new Service Requests and determines validity and accuracy of each request for warrantable issues and ensures all back up documentation is completed and accurate
  • Responds to all phone calls from Dealers/Homeowners
  • Inputs and maintains service requests in the database
  • Has backup coverage for employees are away or technicians are away
  • Reviews, creates and administers Service Department suggests and implements continuous improvements on processes and policies to facilitate growth, development and customer responsiveness
  • Completes, analyzes and submits Service Manager’s Daily and Weekly Reports against an established list of KPI’s
  • Works closely with production staff to enhance QC initiatives are met while providing feedback on trends and issues in the field
  • Communicates and resolves issues with our dealers and homeowners in a professional and customer service focused manner
  • Provides dealers with all information, tools and resources required
  • Orders all service parts and arranges for any special equipment
  • Schedules service calls for Service Technicians in response to customer requirements – ensure that technicians are equipped with all resources necessary to respond efficiently to customer needs
  • Ensures all service charges, chargeback’s and credits are completed in a timely manner works with A/R and A/P to resolve credit issues
  • Conducts regular meetings with service technicians and meet with individual department heads to provide updates on service and outstanding issues.
  • Attends management meetings as required by senior management to provide service information flow- inform dealers of updates, changes, bulletins, etc.
  • Escalates serious Vinylbilt, dealer or service issues to Senior Management and meets with Dealers directly as required
  • Performs on-site inspections and provides written reports as needed
  • Works with the Quality Control Manager to resolve any reported quality issues
  • Manages data and information relating to warranty issues
  • Other duties as required

REQUIREMENTS

  • 5+ years After-Sales Customer Service experience in a management role
  • Working experience in a manufacturing environment, vinyl window manufacturing experience preferred
  • Post-secondary education preferred or equivalent work experience.
  • Understanding of Ontario’s roadways ,traffic systems and drive times

TALENTS

  • Ability to establish priorities, work independently, proceed with objectives KPI’s while meeting deadlines with minimal supervision
  • Excellent customer service skills
  • Able to motivate, guide and coach staff to meet goals of department
  • Able to create and enforce process improvement strategies within the department
  • Able to conduct meetings with measured results to management and senior management
  • Proficient computer skills
  • Superior interpersonal and decision making skills.
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