Regional Service Manager-Northwest

Regional Service Manager-Northwest

Summary                  

The Regional Service Manager position is responsible for managing all aspects of service for dealerships and customers and ensures satisfaction with service work. Assists customers and dealers with troubleshooting and repair of service-related problems. 

Essential Duties and Responsibilities include the following.

• Responsible for the overall service delivery performance levels and customer satisfaction levels of assigned Region.

• Assists in developing corrective action plans with assigned dealerships and customers to close any service delivery gaps identified.

• Tracks, reports and follows-up on product and technical issues for dealerships and customers by proactively working with Autocar Solutions Team

• Gives dealerships suggestions on improving their service department by reviewing dealer service operations to include required tooling, Promote and ensure dealership has Autocar trained technicians to handle workload.

• Develops and manages strong relationships at all levels of the customer’s organization and maintains customer confidence in the Autocar product.

• Develops strong relationships with Regional Business Managers and National Account Sales in their region

• Coordinates with engineering and technical service departments to develop and ensure that service performance and quality specifications are met.

• Coordinates cost effective, self-managed travel schedules. 

• Other duties may be assigned.

Competencies                  

Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.

Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.

Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.

Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.

Cost Consciousness - Works within approved budget; Develops and implements cost saving measures; Contributes to profits and revenue;