Service Manager

In the role of Service Manager at Summit Truck Bodies, your responsibilities will include managing company interactions with internal and external customers to provide information in response to inquiries about products and services and make recommendations to resolve customer issues. 

WE OFFER A FULL BENEFITS PACKAGE FOR ELIGIBLE EMPLOYEES INCLUDING:

• Medical, Dental, Life, and Disability Insurance
• 401(K) with company match beginning on your first contribution
• HSA match up to $800 per year
• FSA
• Paid Time Off and 6 Company Paid Holidays
• And an Employee Car Discount Program

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Organize activity related to field service issues including tracking all incoming and outgoing correspondence between customers and the factory, presenting a summary of each correspondence (including all open and closed issues) to the operations manager, and ensuring that customer’s issues are being addressed in a timely and effective manner.
• Communicate with customers by telephone or in person in order to provide information about products and service or to obtain details of customer issues as well as answering incoming calls during and after business hours.
• Analyze and rectify customer concerns, and respond to customer requests and questions regarding service, products, and accounts.
• Resolve customers’ service complaints by performing activities such as exchanging parts and honoring warranties.
• Ability to travel up to 25% of the time.
• Facilitate parts sales by relaying customer requests to purchasing and parts.
• Facilitate parts inventory control by working within the established system for internal accounting.
• Support sale of new or additional services or products as needed.
• Recommend improvements in products, packaging, shipping, service, or billing methods and procedures.
• Report field issues and resolutions to Engineering and Production staff as required.
• Work closely with Engineering and Production staff to resolve customer issues.
• Assist Engineering in development of world-class service documentation for our product including service, operator and parts manuals.
• Coordinate the activity of service technicians.
• Responsible for the direction, coordination, and evaluation of the service group.
• Training of service technicians.
• Documents actions by completing production and quality forms.
• Maintains a clean and safe work area, maintains, and wears all required person protective equipment.
• Participates in all continuous improvement programs by offering suggestions and exhibiting initiative in areas within direct control.
• Other duties as assigned.

WORK ENVIRONMENT & PHYSICAL ABILITIES:

• Requires prolonged sitting, some bending, stooping, and stretching.  Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator, and other office equipment.  Occasionally lifts and carries items weighing up to 50 pounds.
• Requires working under stressful conditions or working irregular hours.
• Requires eyesight correctable to 20/20 to read numbers, reports, and computer terminals.  Requires hearing within normal range for telephone use.
• Occasional high stress work may require dealing with customers/clients.
• Requires working in a fast-paced environment.
• Must understand vague and implicit instructions and react favorably in all work situations.  Must be mentally adaptable and flexible in dealing with a variety of people.
• Emotional stability and personal maturity are important attributes in this position.
• Must be able to analyze many variables and choose the most effective course of action for the organization at any given point in time.  Must handle novel and diverse work problems on a daily basis.
• Must be able to communicate providing verbal feedback in a professional manner.
• Must be able to resolve problems, handle conflict and make effective decisions under pressure.  Must have a long attention span in order to listen to people, perceive the real problems and bring issues to a successful conclusion.
• Ability to receive and analyze data and input into the computer.
• Ability to do simple math calculations, input data into the computer and analyze data as required.
• Must understand people and be able to communicate effectively with them.

REQUIRED EDUCATION, EXPERIENCE, KNOWLEDGE & SKILLS:

• Must have basic knowledge and understanding of truck mechanical, electrical and hydraulic systems and have the ability to troubleshoot such systems.
• Ability to work with multiple priorities and constant interruptions.
• Ability to work in a fast-paced environment with constant dem