Head of Client Support Services

Job Description

Job Description About the Role:

The Service Manager plays a crucial role in ensuring the smooth operation of the service department, focusing on delivering exceptional customer satisfaction and maintaining high standards of service quality. This position involves overseeing daily operations, managing staff, and implementing preventive maintenance programs to enhance service efficiency. The Service Manager will be responsible for reconciling service reports and ensuring that all service activities align with company policies and customer expectations. Additionally, this role requires effective communication with customers to address their needs and concerns, fostering a positive relationship that encourages repeat business. Ultimately, the Service Manager is tasked with driving operational excellence and ensuring that the service department meets its performance goals.

Minimum Qualifications:

Proven experience in a service management role or similar position within the service industry.

Strong understanding of operations leadership and time management principles.

Preferred Qualifications:

Certification in service management or related field.

Experience in a Harley body shop environment or automotive service industry.

Familiarity with customer relationship management (CRM) software.

Responsibilities:

Oversee daily operations of the service department, ensuring efficient workflow and high-quality service delivery.

Manage and train service staff, providing guidance and support to enhance their skills and performance.

Implement and monitor preventive maintenance programs to minimize downtime and improve service reliability.

Engage with customers to understand their needs, resolve issues, and ensure satisfaction with services provided.

Prepare and analyze service reports, reconciling data to identify trends and areas for improvement.

Skills:

The required skills of reconciliation and operations leadership are essential for analyzing service performance and ensuring that all activities are aligned with business objectives. Time management is critical in this role, as the Service Manager must prioritize tasks and allocate resources effectively to meet customer demands. Building maintenance and electrical troubleshooting skills are utilized to oversee the upkeep of service facilities and address any technical issues that may arise. Customer satisfaction and interaction skills are vital for fostering strong relationships with clients, ensuring their needs are met, and enhancing their overall experience. Preferred skills, such as familiarity with CRM software, can further streamline customer interactions and improve service delivery efficiency.