The Director of Product Support coordinates and implements systems, policies, and procedures promoting the best customer service within the organization to improve operational performance. This role’s driving mission is to create a superior service operations team with safety, employees, and shareholders supported equally.
Responsibilities:
- Reviewing the organizational budget for service to ensure financial objectives are attained
- Must work cross departments to promote best in class customer support
- Drive change initiatives as required to improve efficiencies and execute on business commitments
- Assures equipment and facilities are maintained, improved, and managed to support excellent operational capability and performance
- Assures profitability through proper staffing which consistently meets or exceeds the budget
- Develops and monitors budgets, goals, and objectives to ensure departmental profitability
- Responsible for recruiting, developing, coaching, and mentoring to ensure service staff has the skills to deliver exceptional service
- Analyzes team productivity and efficiency and makes decisions on how to improve them to increase customer satisfaction, retention, revenue growth and financial results
- Seeks regular feedback from internal and external customers and peers on strategy, process, and system improvements to develop pro-active solutions to problems
Requirements:
- Service Manager experience preferably in an OEM setting
- Must be able to travel 30% of the time to cover the AOR properly
- Must understand dealership structure
- Must have warranty experience
- Understanding of customer/marketplace and drivers that influence customer behavior
- Proven experience leading a team, managing customer relationships, and/or managing a P&L or comparable business unit
- Previous direct report management or leadership experience
Qualifications:
- Knowledge, skills, and abilities typically acquired through a Bachelor`s degree or 10 + years minimum of industry experience, or equivalent combination of education and experience
- Upper management experience for parts, service, or product support departments preferred
- Experience with construction and forestry machinery, asphalt and all construction related machines
- Strong knowledge of hydraulics, engine, powertrain, electrical, failure analysis, and root cause analysis
- Ability to lead, mentor, and motivate multiple teams
- Proficiency in Microsoft suite (Excel, Word, Outlook, PowerPoint, and Access), CDK or equivalent (dealer business system), ADP, Handel (CRM), and TargIt (business intelligence system)
Application Process
If your experience matches the description above, submit your resume, and one of our recruiters will be in touch to tell you more about the position and learn more about your experience and aspirations.
If your experience does not match this job description, we still encourage you to reach out to one of our recruiters, so we can learn about your professional aspirations for future job openings.
About Bemana
Bemana provides recruiting services to the nation’s equipment and industrial sectors. Our clients and candidates value us for our specialized recruiting expertise, vast knowledge of the equipment and industrial job market, and ability to solve their most challenging employment needs. We have successfully recruited thousands of top-level professionals filling a wide range of management, sales, engineering, and technical positions across the nation.
Welcome to Bemana and we look forward to getting to know more about you.
Referral Program
Bemana offers a $500 reward for referrals that lead to a hire. So, if this job or location is not for you, but you know someone that might be interested, send them this link and we’ll send you a check if they get hired. Terms & conditions apply.