Service Manager

Company Description

Small footprint - large impact.

Our globally recognized scissor lifts are assembled right here in Richfield, WI! What started as a small family business has only grown (and continues to grow) into a family-oriented business focused on the success of our employees and our products.

THE PERKS: Paid holidays/vacations/birthdays, health insurance after introductory period, biannual reviews, room to grow, luncheons, fun company outings & activities throughout the year, retirement packages, and so much more!

Headquarters and assembly operation are in Richfield (right off Hwy 41/45) with our welding and fabrication facility in West Bend (5 minutes from Hwy 45).

Job Description

This role overseas technical service, warranty, and parts. This position will manage the policies and procedures within the department and the Technical Service Representatives. 

Essential Functions & Responsibilities:

• Drives continuous process improvement to ensure Technical Service Representatives are being utilized to their full potential while delivering consistent service levels and quick resolutions.
• Develop, implement, and maintain policies and procedures necessary to facilitate warranty.
• Develop, implement, and maintain technical service bulletin procedures as directed by engineering.
• Manages and reviews technical service issues. Recommends improvements to increase customer satisfaction. Relay solutions to Manufacturing and Engineering for correction.
• Works with engineering to answer customer requests for items not listed as replacement parts (ex. parts on BOM but not in parts manual, internal components of purchased parts, etc.).
• Advises sales and engineering about concerns regarding product defaults or improper product usage.
• Overseas service training schools to customers in the maintenance and care of equipment to assure desired operating level and warranty compliance through means of video, in person, bulletins, blogs etc.
• Overseas the warranty approval process for warranty parts to be returned or scrapped.
• Provides assistance with calls from customers on equipment operating troubles to ensure customers problems are resolved within in timely matter.
• Provide line support for issues realized during production and new product launches.
• May perform other duties as required and/or assigned.

Qualifications
Education & Experience:

• A high school diploma or equivalent
• 3-5 years of related experience in a technical service or repair service role is required
• 1-2 years of management/supervisory experience 
• A valid driver’s license with a satisfactory driving record within Company standards
• Proficiency with Microsoft Office especially Word, Excel and Custom Relationship Management (CRM) software
• Ability to read technical documentation and visual schematics
• Good mechanical, electrical, and hydraulic aptitude
• Excellent communication and interpersonal skills
• Self-motivated, able to work with little or no supervision, takes individual responsibility for personal learning and career development
• Preferred: Knowledge of formal training procedures
• Preferred: Working knowledge of DBA manufacturing software

Qualifications

• A high school diploma or equivalent
• 3-5 years of related experience in a technical service or repair service role is required
• 1-2 years of previous supervisor/management experience 
• A valid driver’s license with a satisfactory driving record within Company standards
• Proficiency with Microsoft Office especially Word, Excel and Custom Relationship Management (CRM) software
• Ability to read technical documentation and visual schematics
• Good mechanical, electrical, and hydraulic aptitude
• Excellent communication and interpersonal skills
• Self-motivated, able to work with little or no supervision, takes individual responsibility for personal learning and career development
• Preferred: Knowledge of formal training procedures

Additional Information

All your information will be kept confidential according to EEO guidelines.