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octobre 16, 2017 - Toronto (Concord)

Service Manager

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.

Duties and 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 provides 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.

Qualifications

  • 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.
  • 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;
  • Understanding of Ontario’s roadways ,traffic systems and drive times;
  • Superior interpersonal and decision making skills.

Direct reports

  • Service coordinator and or administrator and Service Technicians
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