Technical Service Director

1 month ago

Fredericton, New Brunswick, Canada Next Level Group Full time
Service Manager Job DescriptionPosition Overview

We are seeking a skilled Service Manager to lead our service department in Fredericton NB. As the Service Manager, you will play a key role in managing the service team, ensuring customer satisfaction, and operational efficiency. Your primary responsibility will be to oversee all service operations, including repairs, maintenance, and customer support for products.

Key Responsibilities
  • Lead and manage the service department, including overseeing a team of technicians and support staff.
  • Develop and implement strategies to optimize service processes, improve efficiency, and enhance the customer experience.
  • Establish and maintain service standards and procedures to ensure consistent quality and timely delivery of services.
  • Provide technical guidance and support to the service team, ensuring they have the necessary resources and knowledge to perform their duties effectively.
  • Coordinate and prioritize service requests, ensuring prompt resolution and efficient utilization of resources.
  • Collaborate with other departments, such as sales and engineering, to address customer inquiries, resolve issues, and provide product support.
  • Monitor and analyze service performance metrics, such as response time, resolution time, and customer satisfaction, and take appropriate actions to drive continuous improvement.
  • Develop and maintain strong relationships with key customers, understanding their needs and providing personalized service solutions.
  • Stay up to date with industry trends, product developments, and regulations related to equipment.
  • Manage service-related documentation, including service agreements, warranties, and technical manuals.
  • Conduct regular training and development sessions for the service team to enhance their skills and knowledge.

Requirements

  • Degree in a relevant field (e.g., engineering, business management) or equivalent work experience.
  • Proven experience in a service management role, preferably in industry or a related field (construction, ag, truck or automotive).
  • Strong technical aptitude and understanding of product.
  • Excellent leadership skills with the ability to motivate and develop a high-performing team.
  • Exceptional communication and interpersonal skills, with the ability to build rapport and maintain effective relationships with customers and internal stakeholders.
  • Solid organizational and problem-solving abilities, with a keen attention to detail.
  • Results-driven mindset with a focus on delivering excellent customer service.
  • Proficiency in using service management software and tools.
  • Familiarity with relevant regulations and industry standards in the maritime sector is a plus.
  • Valid driver's license and the ability to travel occasionally, as needed.

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