Service Operations Manager

3 weeks ago


Houston, Texas, United States Zoomlion Full time
Job Summary

We are seeking a highly skilled Service Manager to lead our service operations in Houston. The successful candidate will be responsible for planning, directing, and coordinating all after-sales and service support processes, policies, and daily operations.

Key Responsibilities
  • Design and implement efficient service support systems to maximize return on investment.
  • Grow profitable service labor sales and exercise disciplined expense control.
  • Manage, motivate, supervise, and train field service teams to provide industry-leading superior service.
  • Develop and maintain relationships with existing accounts.
  • Communicate, direct, and monitor service personnel and processes to ensure customer satisfaction.
  • Create annual service goals and budget in alignment with the organization's financial and operational objectives.
  • Coordinate dealership training programs and service-related customer visits.
  • Execute service promotion plans with direction from the headquarters' service department.
  • Ensure all warranty claims and service inquiries are handled within the required timeframe.
  • Schedule and assign service jobs and work areas to service personnel according to their skills and knowledge.
  • Review service orders for completeness and accuracy prior to customer billing.
  • Keep records for all service activities and produce timely and detailed service reports.
  • Review service and operation manuals to assure accuracy and look for continuous improvement.
  • Manage recruiting, staffing, and employee development activities for all service employees.
Requirements
  • Bachelor's Degree in Engineering, Mechanics, Marketing, or Business Administration.
  • 5+ years of experience in service, engineering, or management positions in the Construction Equipment industry or mobile industry.
  • Excellent interpersonal, customer, and communication skills.
  • Microsoft Office suite proficiency, including Outlook, Word, Excel, SharePoint, ERP/SAP, and CAD.
  • CDL a plus.


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