Head of Client Support Services

Job Details Job Location: Mt Pleasant, MI 48858

Key Responsibilities Store Operations Ensuring all SROs, SSBs, Warranty Claims, and Invoices are processed correctly and in a timely manner.

Ensuring Spudnik Aftersales Standard Operating Procedures are being followed.

Maintaining the cleanliness and organization of the Store to expected levels.

Reviewing and approving SROs for accuracy to ensure correct billing, parts usage, and reasonable hours have been recorded.

Overseeing scheduling and dispatching of Service Technicians.

Employees Hiring top talent.

Ensuring employees receive the training and equipment needed to be successful in supporting customers in-store and in-field.

Ensuring all Technicians understand and follow safety protocols.

Holding regular one on ones with each employee to coach, mentor, remove roadblocks, set expectations, provide feedback, and discuss career development.

Resolving major performance issues through disciplinary actions, and terminations as needed.

Customers Being available and approachable so all Customers feel they can bring up questions and concerns.

Resolving Customer concerns and issues quickly with impeccable follow-up, keeping the Customer informed and updated at all times.

Proactively working with Customers to understand their equipment needs and then meet those needs through Machine Checks, maintenance advice, and upgrade options.

Providing in-shop and in-field support, including troubleshooting, diagnosing, and repairing customer equipment accurately and efficiently.

Grow the Business Increasing the number post-season and pre-season machine checks so customers become accustomed to this service.

Marketing new upgrade kits, and other products and programs.

Dealers Maintaining a broad awareness of machine population and Technician capability in the Dealer’s area, and supporting as needed to ensure a positive customer experience.

Model company values – We listen, We walk our talk, We challenge tradition, We do the right thing, We work safe.

Other duties and responsibilities may be assigned as necessary.

Qualifications Experience managing field service or mechanical repair teams.

Strong understanding of agricultural or industrial equipment.

Excellent scheduling, time management, and prioritization skills.

Strong customer service and communication skills.

Knowledge of service documentation and warranty processes.

Ability to train and enforce safety procedures.

Familiarity with service management software.

Prolonged periods of sitting or standing at a desk and working on a computer.

Regular lifting, carrying, pushing, or pulling of materials weighing up to 50 lbs, performed safely and as part of normal duties.

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