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Service Network Manager

3 months ago

St Louis, United States Duke Manufacturing Full time

Duke Manufacturing has been an industry leader in food service equipment since 1925. For nearly 100 years our customers have come to count on our team of creative, problem-solving specialists for unmatched customer experience and equipment that helps them be more successful.

The Service Network Manager is responsible for managing, coordinating, and facilitating the Authorized Service Agent (ASA) relationship from selection to termination in the Americas. The Service Network Manager partners internally and externally to best serve the customers and Duke. In a continuous improvement mindset, utilize data and analysis to establish norms, processes, and systems to streamline efficiency surrounding the Service environment.

Job Responsibilities:

  • Supports the Value Stream's operating system with metrics and insight aimed at driving understanding and improvement of our ASA partners and key customers
    • Capture "Voice of the Customer" for ASA's b. Identify, cultivate, and maintain relationships with key ASA partnerships
    • Facilitate partnership with internal customers such as between sales, technical service, technical publications, engineering, etc. in regards to field support and support escalated issues
  • Maintain and support equitable business relationships with ASA's including the development of service strategy, parts distribution, warranty administration, etc.
  • Collaborates with the global service organization to share best practices that supports ASA service excellence and act as corporate liaison
  • Assess projected field technician technical requirements and establishes plans to close technical and training gaps to maintain quality
  • Develops and maintains strategy to achieve Key Performance Indicators Targets .
  • Ensures Dukes warranty and service processes are aligned with changing market conditions and supportive of parts and service needs in regards to ASA's and our customers
  • Contributes to the MDI by analyzing call and warranty data and leading corrective action where appropriate
  • Use voice of the customer feedback to develop and implement effective training and continuous improvement
  • Supports the commercialization process for new product launches and new customer initiatives with regard to ASA support and parts distribution requirements
  • Contributes to develop required parts list/kits prior to new product launches in partnership with Service, Engineering, Procurement and Parts

Perform other duties as directed or assigned: The above list of essential duties is not exhaustive. It only defines some of the main responsibilities. An employee may be required to perform additional tasks not listed above.

Basic Skills and Qualifications include:

  • Technical degree or equivalent experience
  • 3-5 years of industry experience (education and experience combined
  • Strong technical background
  • Experience managing networks
  • Strong communication and interpersonal skills, the ability to collaborate with cross-functional teams and build relationships
  • Experience in sales and customer service
  • Ability to teach and mentor others
  • Ability to travel and flexible work schedule
  • Ability to think critically

Duke is an equal opportunity employer.