Inside Service Manager

Essential Job Duties and Responsibilities:

Oversees and manages all aspects of Elgin Sweeper's Inside Service team and programs.
Responsible for allocating resources to achieve completion of all service requests and cases and resolves technical problems in a systematic and timely manner.
Identifies and implements "best practices" service business systems. Leads projects for product improvement based on identified field issues and develops approved repair time for campaigns through time studies.
Manages Technical Information and Service Bulletin development and implementation.
Primary contact and responder to National Highway Transportation Safety Administration (NHTSA) and Transport Canada and leads and manages initial incident investigations.
Manages the implementation of service campaigns with dealers/end customers; Facilitates and is a key member of the Elgin Sweeper Safety and Campaign Committees.
Responsible for Elgin Sweeper Service Call Center responsiveness through accurate management of telephone system and CRM management tools; Assures accurate documentation of all customer contacts (via case system) and monitors and reports monthly department performance indicators.
Responsible for recruitment, training, performance management and development of Inside Service team members.
Handles escalated customer issues and assists team members in resolving difficult customer problems.
Conducts daily Service Team meetings and staff meetings as required.
20% travel required within North America.
Performs other duties as assigned.

Education and Work Experience:

Bachelors Degree or equivalent experience with a combination of education (such as an Associates Degree) and experience in service, engineering, or maintenance related fields may be considered in place of the above requirements.
Minimum of seven years of vehicle service experience, including vehicle repair, fluid power, electronics and/or related technologies.
Three or more years direct supervisory experience required in an Inside Service or technical field.
Ability to manage a diverse team of people.
Ability to demonstrate excellent written and oral communication skills with superior customer handling skills required.
Strong analytical skills and a high degree of detail orientation required.
Ability to handle multiple priorities under time pressure to complete work and meet deadlines with accuracy.
Demonstrated experience and high performance in the following areas:

Proficient with Microsoft Office suite of products including Word, Excel, PowerPoint, Access, Outlook, and Teams required.
Familiarity with Adobe Acrobat DC, Find View Print (FVP), Danfoss service tool, Vansco service tool and Oracle service tool a plus.

Anticipated Salary Range: $90,000 - $125,000