Overview: Reporting to the Service Manager, this position will train new Inside Service employees, manage the Service Ordering functions, assist other departments, and provide service data as needed. Focuses on the day-to-day management, training and guidance of employees. This position also helps identify best practices while continuously seeking ways to improve the overall operations to deliver the best service in the industry. This position serves as a vital part of the success of the Internal Service Department and the customer experience, while working to meet and exceed department and company goals.

RESPONSIBILITIES:

• Utilize TechSee whenever possible/practical to mitigate a service appointment
• Audit materials ordered before release
• Ensure incoming materials are inspected at time of receipt
• Communication with customers.
• Manages teams and fills in when necessary (vacation, sick, additional work, etc)
• Continuous training of teams on skills and customer interactions and scenarios
• Manages daily/weekly/monthly reports of the teams’ stats
• Attends weekly meetings
• Provide leadership while training and developing internal service representatives to ensure exceptional service
• Monitor team performance and seek opportunities to improve processes, procedures, or best practices of doing business
• Coordinate and supervise of the overall delivery of quality performance by service technicians and service associates
• Schedule and perform timely service work for external customers
• Ensure the company is receiving proper payment from customers for out of warranty service work
• Ensure corporate is appropriately billed and company paid for in-warranty service work / materials
• Participate in sales and operations meetings and other company events
• Contribute to a positive team environment
• Manage Key Metrics such as Service NPS, Open Services, Days Open, Days to Close, etc.
• Mentor and manage the Service Team members using One on One meetings, Quarterly Reviews with Q4 being the Annual Review and Goal setting for the next year
• Accountable for the performance, attendance, and attitudes of the Internal Service Team
• Additional duties as assigned