Service Manager Southeast
Atlanta, GA
Posted on Career Page
Aerzen USA Corporation
Description
A flexible work schedule is possible for this position with Manager approval.
What you will do:
Provides direct supervision to designated service personnel in the Southeast Region in the areas of Service Management and Parts Orders. Defines the go-to-market strategy with the Director, Sales & Service, to achieve growth and customer closeness initiatives.
Service management:
• Provides leadership and directs the work of Field Service and Repair Technicians.
• Provides direct supervision and technical support to service personnel who perform on-site routine services; including installation, troubleshooting, preventive maintenance and repair in the defined Southwest Region.
• Develops team members by coaching, counseling, and developing team members as needed with the goal of having team members reach their own potential; works with team members to set and accomplish goals; creates performance improvement programs for team members as needed.
• Prepares service technicians prior to customer service calls in order to fully meet customer
needs regarding start-up requirements, equipment specifications, operating conditions, special circumstances, previous issues, etc.
• Manages effective field service scheduling and reporting to assure customer requirements have been met in a timely manner, and are visible and accurate in the service scheduling software.
• Collaborates with Regional Service Managers to effectively utilize local resources throughout the US, based on priorities.
• Actively involved in the interview and hiring processes of new team members.
• Develops and maintains a qualified and trained staff of personnel, tools and equipment to continually improve team knowledge, skills and abilities.
• Ensures compliance with applicable Federal, State, Local and customer statues requirements with regard to safety, employment and environment.
• Reviews and approves expense reports, timecards and PTO requests of direct reports; Ensures company policies and procedures are followed by the team members.
• Responds to off-hour emergency calls on a rotating basis
Technical Support:
• Responds to technical support inquiries regarding the parts, equipment, and services provided by Aerzen USA. Includes troubleshooting, presenting options, making recommendations, and directing customers in a way that will best meet both the customers' and the company's needs. Provides technical support and communication to service partners and co-workers to ensure all are operating with accurate and complete technical data while repairing and servicing Aerzen equipment. Pro-actively communicates with customers and service partners as needed regarding technical support
• Ability to provide a high-level of technical support by maintaining a technical background sufficient to understand the technologies and technical issues involved with Aerzen Positive displacement products.
• Provides technical support and training to service and repair technicians to ensure all the team is operating with complete and accurate information.
• Provides outstanding customer service by maintaining a high quality standard and integrity in the work environment; Utilizes internal and external resources to coordinate timely, high quality equipment installation and service provisions; Investigate and resolve any issues resulting for substandard performance; Maintains positive and healthy relationship with various teams to ensure customer service effectiveness.
• Ensures that technically-accurate and complete quotes, orders, and service item cards are
created and recorded via the operating system in a timely manner.
Strategy:
• Working with the Regional Sales/Service Director and the Director, After-Sales, to establish strategies to Grow the Southeast Region.
Key Performance Indicators:
• Provides monthly updates on Team Utilization
• Provides monthly updates on Regional Revenue
• Provides additional Metrics from CRM
Requirements
Position Qualifications:
Teamwork - The ability and desire to work cooperatively with others; Listens and responds constructively to other team members' ideas; Respectful of other team members; Supports others and puts group goals ahead of own goals.
Customer Orientation – The ability to demonstrate concern for satisfying one’s external and / or internal customers.
Initiative – Identifying what needs to be done and doing it before being asked or before the situation requires it. Generate ideas for improvement.
SKILLS & ABILITIES:
Education: Bachelor's Degree (four-year college or technical school) or Work Equivalent,
Field of Study: Technical or Business Related, Electrical or controls Engineering, degree preferred.
Experience: 5- to 7-years related experience .
Business Central Intermediate User: Ability to Create and Navigate Department Related, items at an Intermediate Level of Knowledge; Customer Cards, Service Orders, Repair Orders, Service Items; Invoicing
Sales Force CRM experience is a plus.
Computer Skills: Computer Intermediate User: Able to create, use, navigate and perform reports at an Intermediate level of proficiency with the following software applications: Nitro PDF, Microsoft Outlook, Word, Excel and PowerPoint.
Other Software Intermediate User: Ability to use and navigate the following software programs: Paylocity, Concur, and Intelex
Ability to travel 25% or more of the time.
Aerzen USA Corp is an equal opportunity employer and selects employees on the basis of skills and experience.
Aerzen USA ensures that all persons are entitled to equal employment opportunity without regard to race, color,
gender, gender identity, sexual orientation, pregnancy, age, national origin, religion, marital status, ancestry, disability,
veteran’s status, and any other characteristic protected under applicable federal, state, or local laws. All employment
decisions and actions are based on merit and made without regard to any characteristic protected by state, federal or local law.
All offers of employment at Aerzen USA Corp are contingent upon clear results of a thorough background check. In compliance with the Drug-Free Workplace Act of 1988, Aerzen USA Corp has a longstanding commitment to provide a safe, quality-oriented, and productive work environment. Alcohol and drug misuse poses a threat to the health and safety of Aerzen employees and to the security of the company's equipment and facilities. For these reasons, Aerzen USA Corp is committed to the elimination of drug and alcohol use and misuse in the workplace. Applicants being considered for hire must pass a drug test before beginning work. Refusal to submit to testing will result in disqualification of further employment consideration.
This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including termination of employment. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9.