Head of Client Support Services

This position will include maintaining a schedule of shop and field work, assigning personnel to specific work orders and providing direction to Service Technicians in the repair of equipment.

Essential Functions

Supervise all Service Department personnel.

Supervise the opening and closing of work orders for control of each shop job.

Manage the budget and oversee forecasting.

Profit and Loss (P&L) accountability.

Maintain and monitor detailed records of time and performance of Service employees.

Stays current on product improvement programs.

Order and maintain needed shop supplies.

Monitor customer satisfaction through phone calls and on-site visits.

Coordinate with parent company on programs, warranties and technical machine problems.

Interview and select qualified personnel.

Report status of shop goals and objectives achievement to Regional Management.

Assist in planning and developing service marketing programs.

Supervise work of Customer Support Advisors and provide support.

Act as site safety coordinator in conjunction with Human Resources.

Monitor training needs and provide for the delivery of such training as required.

Qualifications

Two-year certificate from college or technical school and/or five years of related experience as a manager in similar environment preferred.

Strong business acumen and PC proficiency required, particularly in MS Office applications.

Excellent communication and customer service skills required.

Knowledge of company specific software.

The Service Manager must perform the essential duties and responsibilities with or without reasonable accommodation efficiently and accurately, and without causing significant safety threat to self or others. The statements made herein are intended to describe the general nature and level of work being performed by employees assigned to this job classification. They are not intended to be construed as an exhaustive and inclusive list of all responsibilities, duties, and/or skills required of personnel so classified.

Doggett is an Equal Employment Opportunity Employer

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