Service Manager - OQA

Job Description

The Service Manager is responsible for supporting the customer by providing excellent technical service for our products. The position will also serve as the primary liaison between the customer, field service, inside sales, outside sales, engineering, and operations.

Job Duties

• Serve as the lead technical point person for our field service team as well as customers

• Provide technical assistance for incoming service calls

• Build strong relationship with customers and partner with engineering and product management in adapting company products to meet individual requirements and specifications

• Promptly resolve customer issues and maintain good communication channels between the customers and relevant functions within the organization

• Document issues in the Service Database

• Coordinate and update the Field Service Calendar and contacting customers and team members on updates and changes

• Follow-up with customers and other Exodus personnel as necessary regarding repair status

• Perform technical and operator training

• Act as the voice of the customer for machine improvement ideas and suggestions

• Partner with the Inside Sales (and) External Sales teams to provide excellent service in all customer interactions

• Provide technical expertise to the customer on attachment applications addressing service-related issues with products. Interpret technical repair and parts manuals and instruct service personnel in proper maintenance procedures. Follow up with correspondence regarding problems found

• Warranty Processing as well as overseeing the repairs with dealers and end users

• Preform monthly service meetings to discuss feedback with divisional team

• Implement Service Manual updating as well as creating repair procedures and training documents

• Communicate repair instructions to customer and/or contract service personnel via, telephone, text, or email

• Promote good customer relations through technical support

• Schedule and communicate with contracted service providers for repairs or updates

• Communicate service and attachment performance information to Parts & Product Support, Engineering, and Manufacturing areas

• Comply with all company policies and maintain a high level of integrity in all interactions within and outside of the company

• Attend and participate in company sales meetings, training programs, trade shows, and conventions to further education and learning within the industry

• Perform classroom and hands-on training for maintenance/repairs for up to 30 trainees if required for division