Repairs and Service Group, Service Manager

The Repairs and Service Group (RSG) Service Manager serves as main point of contact between showrooms and the Repairs and Services Group.  They work with our showrooms to develop and maintain a positive relationship. The RSG Service Manager provides complete technical service support to internal and external clients and customers while adhering to company processes and policies. Our ideal candidate can stay organized in a fast-paced environment and communicate clearly as they will play a major part in the success of the department.

Responsibilities

1. Guarantee the service lead time and quality of repairs over time.
2. Manage capacity (technical/non-technical resources) at each stage of the repair process, supported by a clear and shared decision-making process.
3. Master the management of physical, system/ERP flows, and reports in order to identify any drift.
4. Understand and anticipate the seasonality of the repair activity on different time scales based on repair and sales history.
5. Develop skills and versatility of the technical resources available through appropriate training.
6. Identify opportunities for improvement and implement the corresponding improvement processes, including inter-market best practices.
7. Ensure daily monitoring of repair activity and performance (service rate, productivity and quality of repairs).
8. Implement a decision-making process shared and understood by all teams to initiate the necessary corrective actions to maintain performance over time.
9. Fosters a positive relationship between the showrooms and service team.
10. Ensures that work performed is done in accordance with established policy, procedure, and quality standards.
11. Trains our service staff on After-Sales Policies and Procedures
12. Responsible for on-going training of our internal Repair System/workshop manager
13. Responsible for safety, quality, meeting schedules and efficiency of the RSG
14. Monitors the work environment to assure it is maintained in a safe and orderly condition.
15. Identifies and corrects unsafe procedures
16. Monitors and reviews that applicable service policies and procedures are implemented.
17. Daily interaction with team members regarding workmanship, efficiencies and safe working conditions as well as identifying ergonomic opportunities.
18. Provide coaching and counselling in order to manage performance of team members.
19. Conduct and document performance evaluations.
20. Track, document, and conduct disciplinary actions required under the procedures and policies of WOS Group.
21. Holds weekly team meetings to communicate items such as general communication and resolving programs.
22. Assures that open issues involving parts or work efficiencies are resolved.
23. Supervises and assigns team members to maintain schedules and priorities through collaboration with the store team.
24. Realigns assignments as required to meet client demands, maximize efficiency, or by direction of the Service Director.
25. Assist in setting up Independent Contractors and or Third party service providers.
26. Interfaces with corporate planning area and reviews plans, planning and forecasting parameters for the inventory level.
27. Monitors spare parts planning policies effectiveness for each workshop and proposes actions to solve any discrepancy, as well as monitor inventory levels.
28. Supports the development and implementation of inventory control procedures and the management for spare parts long term goals and strategic objectives.
29. Evaluates and recommends changes to current and future requirements to meet the organization's needs.
30. Other responsibilities or projects as assigned by management
31. Business related travel when necessary

Knowledge and Skills required

Education

High School diploma required, some College Preferred

Experience

Experience in Customer Service is Required (8-10 years)

Skills

Proven leadership skills

Strong organizational, customer service and time management skills

Strong attention to detail

Strong written and verbal communication skills

High energy, self-motivated and outgoing personality

Strong Computer skills, Web Navigation, Microsoft Office (Excel, Word, Power Point) SAP              

Ability to make independent decisions

Ability to multitask daily on a fast-paced environment

Excellent judgment skills