Head of Sales & Customer Service

OverviewSummary: 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.Regional Service Manager-Northeast.ResponsibilitiesResponsible 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.pursues training and development opportunities; 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; contributes to building a positive team spirit; supports everyone's efforts to succeed.Quality Management - Looks for ways to improve and promote quality; Organizational Support - Follows policies and procedures; completes administrative tasks correctly and on time; supports organization's goals and values; supports affirmative action and respects diversity.supports and explains reasoning for decisions; reacts well under pressure; 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; or three to five years related experience and/or training; Previous experience in the Heavy-Duty Truck industry is required, specific experience in the Refuse industry is preferred.Reasoning AbilityAbility 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 SkillsA thorough working knowledge of:MS OfficeAXIS (Team Center Engineering - IMAN, QAD, ADNET) preferredCertificates, Licenses, RegistrationsClass B- Commercial Driver License or ability to obtain is required. Other QualificationsMust be able to travel 75-100% of the time.moving mechanical parts; toxic or caustic chemicals; The employee is occasionally exposed to risk of electrical shock.Legal and Compliance StatementsAt-Will Employment: This job description does not create a contract of employment, nor does it alter the at-will employment relationship. Management reserves the right to modify, add, or remove duties and to assign other tasks as necessary to meet business needs.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.