Service Manager

This role will join a successful material handling organization in North America and will play a key part in the evolving North American Service team. The role holder will also be a central senior member in the commercial expansion in North America.

The role will involve managing field service personnel and ensuring the servicing team provide prompt and professional services to our clients across North America.

This position will be complex, challenging, and stimulating. It requires an experienced and successful material handling industry Service Manager who is passionate and dedicated to providing excellent account management and service, and who can effectively demonstrate this to all stakeholders.

The role holder will be expected to work with a wide range of stakeholders, both internal and external-including manufacturing, aftersales, and customers-and will act as the key point of contact for many of our current and future high-profile customers.

Reporting Structure

This role reports to the President of North America,

Responsibilities

• Manage the field service personnel who perform Aftersales support including on-site installation, and technical support.
• Develop workflow program methods, guidelines, and policies to facilitate efficient customer technical support.
• Ensure all customer issues are satisfactorily resolved utilizing engineering, manufacturing, and other teams as needed, through resource identification and planning.
• Address customer enquiries, resolve issues and obtain customer feedback proactively.
• Demonstrate outstanding customer service through high quality support and integrity at the work environment.
• Maintain positive and healthy relationship with various teams to ensure customer service effectiveness, and travel as necessary to resolve escalations.
• Oversee the scheduling and training of field service representatives to meet objectives.
• Assist in interviewing and hiring new professionals.
• Proven track record in the material handling Industry.
• Typically requires 3+ years of managerial experience.