Regional Service Manager

Customer ServiceRemote, United States


Description

 

Job Description

 

Job Title: Regional Service Manager

Department:Service

Reports To: Director Field service

FLSA Status: Exempt

Prepared By: Human Resource Administrator

Prepared Date: 05/07

Approved By: Human Resource Manager

Approved Date: 05/07

Revised By:Human Resources Manager

Revision Date:06/11

 

Summary                  

This position is responsible for managing all aspects of service for dealerships and customers and ensures satisfaction with service work. Assists customers and dealers with troubleshooting and repair of service related problems. 

 

 

Essential Duties and Responsibilities include the following.

 

  • Responsible for the overall service delivery performance levels and customer satisfaction levels of assigned Region.

 

  • Assists in developing corrective action plans with assigned dealerships and customers to close any service delivery gaps identified.

 

  • Tracks, reports and follows-up on product and technical issues for dealerships and customers by proactively working with Autocar Solutions Team

 

  • Gives dealerships suggestions on improving their service department by reviewing dealer service operations to include required tooling, Promote and insure dealership has Autocar trained technicians to handle work load.

 

  • Develops and manages strong relationships at all levels of the customer’s organization and maintains customer confidence in the Autocar product.

 

  • Develops strong relationships with Regional Business Managers and National Account Sales in their region

 

  • Coordinates with engineering and technical service departments to develop and ensure that service performance and quality specifications are met.

 

  • Coordinates cost effective, self managed travel schedules. 

 

  • Other duties may be assigned.

 

 

Supervisory Responsibilities                  

 

This job has no supervisory responsibilities.

Competencies                  

 

To perform the job successfully, an individual should demonstrate the following competencies:

 

Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

 

Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.

 

Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

 

Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.

 

Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.

 

Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

 

Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.

 

Cost Consciousness - Works within approved budget; Develops and implements cost saving measures; Contributes to profits and revenue; Conserves organizational resources.

 

Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.

 

Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.

 

Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

 

Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

 

Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals. Completes tasks on time or notifies appropriate person with an alternate plan.

 

 

Qualifications

 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

 

Education and/or Experience                  

 

Bachelor's degree (B. A.) from four-year College or university; or three to five years related experience and/or training; or equivalent combination of education and experience.  Previous experience in the Heavy Duty Truck industry is required, specific experience in the Refuse industry is preferred.

 

 

Language Skills                  

 

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

 

 

Mathematical Skills                  

 

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.  Ability to apply concepts of basic algebra and geometry.

 

 

Reasoning Ability                  

 

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

 

 

Computer Skills                  

 

A thorough working knowledge of:

  • MS Office
  • AXIS (Team Center Engineering - IMAN, QAD, ADNET) preferred

 

 

 

 

 

 

Certificates, Licenses, Registrations

 

Class B- Commercial Driver License or ability to obtain is required.

Automotive Service Excellence (ASE) Certification or ability to obtain is required.

Cummins Certification is preferred.

Allison Certification is preferred.

Ability to Autocar Master Technician Certification

 

 

Other Qualifications                  
 

Must be able to travel 75-100% of the time.

 

 

Physical Demands

 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; talk or hear and taste or smell. The employee must frequently lift and/or move up to 100 pounds and occasionally lift and/or move more than 100 pounds.

 

 

Work Environment

 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

 

While performing the duties of this Job, the employee is frequently exposed to wet and/or humid conditions; moving mechanical parts; high, precarious places; fumes or airborne particles; toxic or caustic chemicals; outside weather conditions; extreme cold; extreme heat and vibration. The employee is occasionally exposed to risk of electrical shock.

AHF 00019

000