Territory Service Manager

22 hours ago


Clayton, North Carolina, United States Vesco Material Handling Equipment Inc Full time
Job Summary

Vesco Material Handling Equipment Inc is seeking a highly skilled Territory Service Manager to join our team. As a key member of our service operations, you will be responsible for ensuring the highest level of customer satisfaction and service delivery across our territory.

Key Responsibilities
  • Service Delivery: Oversee the daily workflow of field technicians, ensuring timely and efficient completion of service tasks.
  • Work-in-Process Management: Monitor and manage work-in-process (WIP) to ensure proper completion and minimize delays.
  • Customer Relations: Manage customer situations and disputes in a professional and courteous manner.
  • Quote Process Support: Assist with the quote process, ensuring timely completion and follow-up with customers.
  • Team Support: Provide backup support to the Parts, Service, and Rentals departments as needed.
  • Team Development: Encourage self-development through training and coaching, ensuring maximum team performance.
  • Leadership Development: Provide coaching and counseling to branch talent to increase leadership and motivational skills.
  • Team Collaboration: Foster teamwork within the service department, the ACT branch network, and with all other departments.
  • Payroll and Work Order Review: Review and sign off on associate timecards and payroll, as well as work orders prior to posting in ELC and invoicing.
  • Process Development: Participate in the creation and maintenance of Standards of Operating Procedures and processes for ACT service operations.
  • Performance Management: Participate in performance review conversations and documentation for service team.
  • Compliance: Ensure compliance with federal and state laws and regulations, including U.S., DOT, OSHA, EPA, and EEOC.
  • Additional Responsibilities: Perform all other duties as assigned by management in a professional and efficient manner.
Requirements
  • Experience: Minimum of 2 years' experience within a dealership environment or similar service industry.
  • Skills: Excellent customer service skills, good working knowledge of Word and Outlook, and exposure to Excel.
  • Communication: Excellent communication skills, both written and oral.
  • Commitment: Strong commitment to customer service.
  • Teamwork: Team player with the ability to work cross-functionally with teams.
  • Multi-tasking: Ability to multi-task and prioritize tasks effectively.


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