Regional Service Manager-Northeast

Overview

Summary: The Regional Service Manager position is responsible for managing all aspects of service for dealerships and customers and ensures satisfaction with service work. Assists customers and dealers with troubleshooting and repair of service-related problems.

Description: Position at Autocar, LLC. Regional Service Manager-Northeast.

Responsibilities

• Responsible for the overall service delivery performance levels and customer satisfaction levels of the assigned region.
• Assists in developing corrective action plans with assigned dealerships and customers to close any service delivery gaps identified.
• Tracks, reports and follows-up on product and technical issues for dealerships and customers by proactively working with Autocar Solutions Team.
• Provides dealerships with suggestions on improving their service department by reviewing dealer service operations to include required tooling; promote and ensure dealership has Autocar trained technicians to handle workload.
• Develops and manages strong relationships at all levels of the customer’s organization and maintains customer confidence in the Autocar product.
• Develops strong relationships with Regional Business Managers and National Account Sales in their region.
• Coordinates with engineering and technical service departments to develop and ensure that service performance and quality specifications are met.
• Coordinates cost-effective, self-managed travel schedules.
• Other duties may be assigned.

Competencies

• Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.
• Technical Skills - Assesses own strengths and weaknesses; pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others.
• Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
• Interpersonal Skills - Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others’ ideas and tries new things.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.
• Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others’ views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone’s efforts to succeed.
• Quality Management - Looks for ways to improve and promote quality; demonstrates accuracy and thoroughness.
• Cost Consciousness - Works within approved budget; develops and implements cost saving measures; contributes to profits and revenue; conserves organizational resources.
• Organizational Support - Follows policies and procedures; completes administrative tasks correctly and on time; supports organization’s goals and values; benefits organization through outside activities; supports affirmative action and respects diversity.
• Judgment - Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision-making process; makes timely decisions.
• Professionalism - Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments.
• Quality - Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.
• Dependability - Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals. Completes tasks on time or notifies appropriate person with an alternate plan.

Qualifications

Education and/or Experience
Bachelor’s degree (B.A.) from four-year college or university; or three to five years related experience and/or training; or equivalent combination of education and experience. Previous experience in the Heavy-Duty Truck industry is required, specific experience in the Refuse industry is preferred.

Mathematical Skills
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

Reasoning Ability
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Computer Skills
A thorough working knowledge of:

• MS Office
• AXIS (Team Center Engineering - IMAN, QAD, ADNET) preferred

Certificates, Licenses, Registrations
Class B- Commercial Driver License or ability to obtain is required. ASE Certification or ability to obtain is required. Cummins Certification is preferred. Allison Certification is preferred. Ability to Autocar Master Technician Certification.

Other Qualifications
Must be able to travel 75-100% of the time.

Physical Demands
While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; talk or hear and taste or smell. The employee must frequently lift and/or move up to 50 pounds and occasionally lift and/or move more than 50 pounds.

Work Environment
While performing the duties of this Job, the employee is frequently exposed to wet and/or humid conditions; moving mechanical parts; high, precarious places; fumes or airborne particles; toxic or caustic chemicals; outside weather conditions; extreme cold; extreme heat and vibration. The employee is occasionally exposed to risk of electrical shock.

Legal and Compliance Statements

At-Will Employment: This job description does not create a contract of employment, nor does it alter the at-will employment relationship. Employment with the company is voluntary and may be terminated at will by either the employee or the company, with or without cause, and with or without notice.

Job Duties Disclaimer: The duties and responsibilities outlined here are representative but not exhaustive of the tasks that the employee may be required to perform. Management reserves the right to modify, add, or remove duties and to assign other tasks as necessary to meet business needs.

Equal Employment Opportunity: Autocar is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or any other characteristic protected by law.

Compliance with Laws and Policies: The employee must adhere to all federal, state, and local employment laws and regulations, as well as all company policies and procedures.

Reasonable Accommodations (ADA Compliance): Autocar complies with the Americans with Disabilities Act (ADA) and provides reasonable accommodations to qualified individuals with disabilities. Employees who require assistance or accommodations should contact Human Resources.

Confidentiality and Data Protection: Employees are expected to maintain the confidentiality of sensitive information and comply with company policies regarding data protection and proprietary information, in accordance with applicable laws.

Non-Exhaustive List of Duties: This job description is not intended to be an exhaustive list of all responsibilities or qualifications associated with the position.