Customer Support and Service Operations Manager

2 weeks ago

Rancho Cucamonga, California, United States Green Power Motors Full time
Company Overview:

GreenPower Motor Company, Inc (GreenPower) stands at the forefront of manufacturing and distributing specialized, all-electric, zero-emission heavy-duty vehicles tailored for the cargo and delivery sectors, as well as shuttle, transit, and school bus applications.

Position Summary:

GreenPower Motor Company is on the lookout for a Customer Support and Service Operations Manager. This pivotal role focuses on enhancing aftersales customer service, fostering communication, and ensuring customer loyalty. The ideal candidate will have a solid foundation in technical automotive aftersales and the capability to lead a skilled team dedicated to delivering exceptional customer experiences. We seek a proactive team leader with extensive management experience. This role demands advanced critical thinking, conceptualization, and implementation skills, along with the ability to excel in a dynamic environment.
  • Establish and nurture strong, enduring relationships with clients.
  • Oversee aftersales parts sales to clientele.
  • Respond to customer inquiries thoughtfully and escalate operational challenges promptly.
  • Document operational tasks and provide reports to senior management.
  • Develop and implement effective standards and processes within the service division.
  • Facilitate sound decision-making.
  • Comprehend productivity metrics, product quality, and cost efficiency.
  • Demonstrated ability to create, implement, and manage service reports.
  • Collaborate regularly with cross-functional teams.
  • Prioritize, plan, and coordinate logistics and communications with internal teams and clients.
  • Ensure the establishment of safe operational practices.
  • Promote high standards of safety, cleanliness, and organization.
  • Develop and maintain a system to track and report on key performance indicators (KPIs) in the designated territory.
  • Perform machinist duties and responsibilities as necessary.
  • Analyze and report any service gaps that may affect customer satisfaction.
  • Adhere to state and federal regulations regarding automobile repair and consumer protection.
  • Carry out additional responsibilities as assigned.
Qualifications:

Essential Requirements and Core Competencies:
  • At least 10 years of experience in a customer service setting.
  • Proven technical automotive aftersales experience is essential.
  • In-depth knowledge of automotive products and repair processes.
  • Excellent written and verbal communication skills.
  • Demonstrated ethical conduct.
  • Ability to achieve results effectively.
  • Possession of a valid driver's license.
  • Basic computer proficiency, particularly in Microsoft Office and Google Suite.
  • Professional demeanor and work ethic.
  • Availability for a standard 40-hour work week, including weekends and holidays, as business needs dictate. Shifts may include evenings, overnight, or early morning hours.
Physical Requirements:

This role involves considerable physical activity, including extended periods of sitting and computer use. Candidates may need to handle objects weighing up to 50 pounds.

Work Environment:

Typical work is conducted in an office environment, with potential exposure to:
  • Warehouse settings
  • Vehicles
  • Outdoor conditions
Equal Opportunity Employer:

GreenPower Motor Company is committed to being an equal opportunity employer (EOE). All qualified applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Salary Range:

Compensation is competitive, ranging from 90-120k depending on experience.

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