JOB DESCRIPTION
JOB TITLE: National Service Manager
LOCATION: NYC/NJ
EMPLOYMENT CLASSIFICATION: Full-time Regular Employee/Exempt
SUPERVISOR: Director of Operations and Finance
JOB PURPOSE: The National Service Manager is responsible for leading a team of technicians and call center agents tasked with providing technical assistance to SMEG partners, field technicians and customers, fostering an environment of service excellence across all service channels. The National Service Manager will initially lead a team of 1-2 employees and hire additional employees. This position will have a strong working relationship with the Service team identifying product and technician improvement opportunities.
ESSENTIAL JOB FUNCTIONS:
1. Create a positive and focused team environment by expecting high performance levels, promoting empowerment and good judgement while communicating with transparency. Lead organization effectiveness by maximizing performance and people development and engagement.
2. Coach and develop team to internalize how their work impacts the broader SMEG and Customer Service business goals.
3. Act as a resource in resolving technician issues by using product and process knowledge combined to ensure effective, efficient, and long-term problem resolution.
4. Actively monitor performance metrics, including in the field, to ensure workforce alignment with company goals and objectives. Responsible for parts inventory level, replacement and installation marginality, service and maintenance cost as well as customer satisfaction in terms of quality of service.
5. Analyze trends, both daily and beyond, to maximize our staff and technology potential for business value and customer experience.
6. Support the Service organization by identifying process and product training needs of SMEG and Service Partner technicians. Create and improve relationships with field technicians by also creating incentive programs.
7. Develop installation /replacements program also by engaging technician on the field.
8. Working with Product Support, identify quality issues with the products while communicating service solutions to SMEG and Service Partner technicians.
9. Responsible for the service budget and monitoring costs vs. benefits of procedures in place.
EDUCATION AND EXPERIENCE:
· Degree and prior field sales or field service experience.
· Combination of education and 5 - 7 years relevant experience in the repair of Home Appliances collectively or Customer Relationship required.
· Field based preferred with SMEG products a plus.
· Experience with Call Center metrics, business systems and management practices preferred.
· Experience in managing P&L preferred.
· Prior supervisory experience in a customer or field service organization
KNOWLEDGE, SKILLS AND ABILITIES:
· Ability to set clear expectations and deliver performance feedback.
· Demonstrated excellence in communication (written and verbal) with internal and external customers.
· Enhanced knowledge of MS Office including Excel, Word, and PowerPoint
· Reside in New York – New Jersey area.
- Ability to work independently or as part of a team to accomplish work tasks.
- Highly organized and process driven.
- Details oriented.
- Computer Skills to create digital reports and analyze inventory statistics using software programs. Proficiency in Excel and PPT a must.
- Knowledge of appliance industry service systems is preferred.
- Mathematics skills to analyze statistics preferred.
- Time-management skills
- Problem-solving Skills to
- Multi-tasking to manage multiple tasks at once.
OTHER REQUIREMENTS:
- Languages: English written and spoken.
- Office or other equipment: Computer, Phone, Copy Machine
- SAP or similar systems knowledge is a plus.
- Valid driving license
- Authorized to legally work in the US.
SUPERVISORY RESPONSIBILITY:
Initially a team of two (2).
ENVIRONMENT AND PHYSICAL DEMANDS:
This position will require frequent sitting, remaining in a stationary position 99% of the time, talking, hearing, typing, looking at a computer screen 80% of the time, ability to identify and distinguish colors, ability to focus and have depth perception; ability to use hands/fingers to handle or feel; occasional standing, walking, reaching, stooping, kneeling, couching, carrying, pushing and lifting up to 20 lbs. the work environment is quiet with occasional spikes in noise level due to activity in the office.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
REQUIRED TRAVEL:
Up to 20%
This job description reflects management’s assignment of essential functions; it does not proscribe or restrict other tasks that may be assigned by management.