National Service Manager

You will be managing the Service Department Team and Service Network Companies, as well as spare parts processing and distribution.

Responsibilities:

• Oversee daily Service Department operations, including team management, task scheduling, phone support coordination, and dispatch of Factory Field Service Technicians.
• Maintain relationships with independent Service Providers that provide factory field service for product warranty period and beyond.
• Manage and oversee spare parts processing and distribution.
• Maintain effective relationships with parts distribution outlets and Service Provider Network.
• Ensure efficient warranty claims processing, accounting, and reporting.
• Develop and maintain technical content for Champion Service Training offerings.
• Interact with Sales and Engineering teams in relation to equipment development and sales support.
• Collaborate with Sales staff, REP groups, and dealers to support installation, startup, and warranty issues.
• Work closely with various chain account managers in support of Sales and growth of the chain account sector of the customer base.
• Utilize CRM and other customer service software to provide exceptional customer service.
• Ensure efficient field service management and liaise with Original Equipment Manufacturer (OEM) when necessary.
• Oversee call center operations and ensure delivery of high-quality customer service.
• Must hold a minimum of 5 years of experience in a managerial role, preferably in a national service setting
• Demonstrated proficiency in CRM (Customer Relationship Management) software is essential
• Experience in managing call center operations is required
• Strong customer service skills, including experience with customer service software
• Proven track record in field service management
• Familiarity with original equipment manufacturer (OEM) processes is a plus
• Exceptional leadership skills with the ability to manage and motivate a team
• Excellent communication skills, both written and verbal, for effective team and client communication
• Strong problem-solving skills and the ability to make critical decisions under pressure
• Must be adaptable to changes and have the ability to lead a team through change
• Proven ability to develop and implement strategies to improve service efficiency and effectiveness
• Must have a strong focus on customer satisfaction and the ability to build and maintain relationships with key stakeholders