Job Details

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• Supervise, manage, and train Service Techs and Customer Service Representatives.
• Manage warranty and technical support nationwide, including handling service escalation issues.
• Ensure standard work and the improvement of every service-related process, including the management of CRM.
• Collaborate to build and strengthen the service network of authorized service agents to support the sales team, assisting the company’s vision and goals.
• Locate new service agents as needed to support the assigned region and develop them once they become partners.
• Communicates technical details concerning equipment, accessories, consumables, and spare parts to support customers, internal staff, and business partners.
• Authorizes the warranty service and approves the invoices accordingly.
• Develops Service process to include planned maintenance programs, parts stocking requirements, installation programs, etc.
• Works closely with the sales team to ensure the technical support needs of customers are met.
• Collaborates to organize the online service training platform.
• Monitors and reports on changes in customer needs, trends, and competitors’ activities.
• Stays current on industry performance standards, best practices, trends, and service levels, and ensures performance meets or exceeds benchmark standards.
• Maintains a growth mindset to determine future needs and priorities, and establishes the direction for resources, processes, and the department.
• With a dynamic attitude, collaborates, evaluates, and prioritizes department objectives, and participates in the development and implementation of business action plans as a member of the team.
• Implements, oversees, and complies with all Company health and safety, environmental, and quality policies and regulatory requirements.
• Other duties as assigned by management.

Send your resume to Michael Page at mpage@ariteam.com right away!