Head of Client Support Services

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Service Manager
Full Time Management Surprise, AZ, US

6 days ago Requisition ID: 2029

Founded in 2010, Fun Town RV (FTRV) has grown into Texas's largest RV chain, operating 36 locations and planning to expand. We provide excellent customer service and offer top RV brands for less, backed by a rigorous 100+ point inspection process on every RV we sell. At Fun Town RV, we prioritize hiring candidates who are honest, accountable, positive, and passionate about exceeding expectations.

Overview: The Service Manager will oversee all aspects of the service, parts and warranty departments, manage a team of skilled technicians and support staff, and ensure compliance with company standards and industry regulations. This role requires a strong leader with technical expertise, excellent communication skills, and a passion for customer service.

Key Responsibilities:

Leadership and Team Management:

Recruit, train, and mentor service department staff, including technicians, service advisors, and administrative personnel.

Foster a positive, collaborative work environment that promotes teamwork and high performance.

Conduct regular performance reviews and implement professional development plans.

Customer Service:

Ensure the service department provides exceptional customer experiences, addressing inquiries, concerns, and complaints promptly and professionally.

Oversee scheduling and workflow to meet customer needs and minimize wait times.

Maintain high levels of customer satisfaction by ensuring quality workmanship and timely completion of service jobs.

Operations Management:

Develop and implement service department policies, procedures, and best practices.

Monitor and manage department budgets, including labor costs, parts inventory, and equipment maintenance.

Ensure compliance with safety and environmental regulations and company standards.

Optimize workflow to maximize technician efficiency and reduce downtime.

Technical Expertise:

Provide technical guidance and support to technicians and service advisors.

Stay current with industry trends, RV systems, and repair techniques.

Collaborate with manufacturers and vendors for training, warranty claims, and parts procurement.

Performance Monitoring:

Establish and track key performance indicators (KPIs) to measure department success, such as customer satisfaction scores, revenue targets, and repair completion times.

Analyze service department metrics and implement strategies for continuous improvement.

Work closely with the sales team to ensure pre-delivery inspections and warranty repairs are completed efficiently.

Identify opportunities to upsell additional services and maintenance packages to customers.

Qualifications:

Proven experience in service management, preferably in the RV, automotive, or related industry.

Strong leadership, organizational, and problem-solving skills.

Technical knowledge of RV systems, including electrical, plumbing, HVAC, and chassis components.

Excellent communication and interpersonal skills, with a focus on customer service.

Proficiency in using service management software and tools.

Ability to manage budgets, analyze performance metrics, and implement improvement plans.

Familiarity with safety and environmental regulations applicable to the RV industry.

Education and Certifications:

High school diploma or equivalent required; a degree in business management, automotive technology, or a related field is preferred.

Certifications from RVIA, RVDA, or equivalent organizations are highly desirable.

This position involves working in an office, shop, and outdoor environments.

May require standing, walking, and lifting heavy objects.

Occasional travel may be necessary for training or vendor meetings.

Competitive salary based on experience.

Medical, dental, and vision coverage.

Life insurance.

401(k) with company match.

Paid time off and holidays.

Holiday Savings Plan.

Store discounts for employees.

At Fun Town RV, we value our employees and provide opportunities for career advancement in an exciting, fast-growing industry. If you're ready to be part of a company that values hard work and dedication,

Fun Town RV is an Equal Opportunity Employer. All qualified applicants will be considered for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, or disability status. Applicants must be authorized to work in the U.S. Drug screening, driving record, and background checks may be conducted prior to and during employment. Content of this ad and fulfillment of offers is sole responsibility of Fun Town RV.

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