Service Manager

Company / Location Information

A.O. Smith is a global leader applying innovative technologies and energy-efficient solutions to products manufactured and marketed worldwide. The company is one of the world’s leading manufacturers of residential and commercial water heating equipment and boilers, as well as a manufacturer of water treatment products for residential and light commercial applications. A. O. Smith is headquartered in Milwaukee, Wisconsin, with approximately 12,000 employees at operations in the United States, Canada, China, India, Mexico, the Netherlands, and the United Kingdom.

Primary Function

Manage the service and installation team for the Clean Water Center in Appleton,WI. The incumbent will be responsiblefor providing day-to-day leadership to the team which includes assigning daily work, overseeing installation, and ensuring a positive customer experience with each install.

Responsibilities

• Dispatch service technicians each morning based on the installation schedule
• Host daily staff meeting to review schedules and provide counsel on any questions from the team
• Review service and installation tickets with each technician
• Review previous day’s tickets and prioritize follow-up items needed to address customer needs\
• Oversee customer care coordinator(s) and provide direction on daily work
• Respond to emergency service line and dispatch on-call technicians as needed
• Manage fleet maintenance program for company owned vehicles
• Maintain safety standards program for service department
• Work with service coordinator to answer and support customer service calls and scheduling
• Provide escalated technical and service support to technicians and customers
• Provide more complex service and equipment quotes as needed
• Responsible for ensuring installations are feasible and confer with production scheduling of jobs to ensureequipment is ready
• Work with accounting to resolve any customer account issues or disputesInvestigate customer complaints regarding quality or installation concerns
• Confer with production, quality assurance, and engineering to resolve cus tomer complaints
• Oversee recordkeeping of high-profi le claims, for which company is responsible
• Oversee the planning and facilitation of training and development of new service technicians
• Other responsibilities as assigned

Qualifications

• Associate degree in related field
• Minimum 7 years of related work experience
• Experience in customer service, plumbing, HVAC, or other mechanical background
• Knowledge of inventory management practices including ordering, receiving, physical inventory and E&O.
• Proficiency in Microsoft Word and Excel
• Preferred but not required: Plumbing or Restricted Appliance Plumbing License
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. 
• Focus on quality control and training
• Budgeting and sales development experience
• Ability to lift up to 50lbs unassisted by equipment
• Ability to utilize equipment to move up to 100lbs occasionally

We Offer

Competitive compensation package and comprehensive benefits plans which include medical and dental insurance, company-sponsored life insurance, retirement security savings plan, short- and long-term disability programs and tuition assistance.
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ADA Statement & EEO Statement

In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis. We consider all applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, marital or military status.

We also provide reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.