Purpose of Position: The Service & Reliability Manager's responsibilities include providing the highest level of customer service, developing lasting customer relationships, and managing the Service team members. The position leads to the establishment of a World Class Maintenance Service Department in accordance with current best practices.
Key Duties and Responsibilities:
Delegates and directs service tasks, monitoring the progress of current projects, and manages service team members to ensure the team's objectives and sales goals are achieved.
Tracks and reacts to maintenance related key performance indicators (KPI's) as they relate to maintenance department productivity, efficiency and throughout, shop workplace organization, job plan execution, and "right the first time" job completion.
Handles customer complaints or concerns quickly and professionally to maintain good customer relationships and ensure repeat customers. Sustains the planned and scheduled service work to meet customer requirements while maximizing technician utilization and efficiency.
Assists with and performs administrative tasks, such as managing and updating invoices, processing new orders, and tracking inventory. Has the ability to manage all tasks related to cost to repair (parts, labor, and other services) and has a strong working knowledge of inventory control best practices.
Sets up and maintains a service desk while continually evaluating its efficiency. Utilizes modern operational excellence visual management tools to measure and continually improve performance.
Monitors department issues and client complaints to create methods to lessen recurring issues. Ability to use structured problem solving and team leadership to define root cause and loss eradication for process gaps, people issues, and customer complaints.
Audits work and customer service to ensure the company's exacting standards, efficiency, and productivity goals are met. Has the experience and ability to drive the Service and Reliability department to best in class service and maintenance performance (Work Management, Reliability Engineering, Materials Management, and Leadership)
Maintains strong relationships with manufacturers, dealers, and sales representatives.
Helps to train new employees in company procedures.
Maintains a strong working knowledge of industry regulations, restrictions, and laws, ensuring the company's adherence to these regulations, and remaining current on the industry's standards and new innovations, materials, tools, and processes.
Maintains a strong working knowledge of all industry standards and practices as well as the company's products and services
Skills and Qualifications:
A bachelor's degree or 4+ years' experience, preferably in Engineering