Service Manager
SUMMARY: Responsible for leading the Service Department to provide exceptional customer support. Oversees field service, remote support, technical and troubleshooting documentation, and warranty. The Service Manager serves as a key liaison between customers, Sales, Engineering, and Production.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Leads efforts to educate and support dealer personnel on Weiler equipment to maximize uptime and ensure rapid, effective resolution of issues.
- Leverages data from dealer work orders, warranty claims, telematics, and other sources to identify issues and drive continuous improvement of product design and manufacturing.
- Serves as an escalation point for critical customer and dealer concerns.
- Oversees and develops Service Training for dealer technicians.
- Drives development of service documentation, troubleshooting procedures, and service communications.
- Collaborates with Engineering when necessary to resolve complex technical issues.
- Collaborates with Sales to negotiate warranty and goodwill coverage in escalation situations, including machine buybacks or discounting.
- Travel up to 25% of the time, including international travel.
- Works in a safe manner at all times, following all safety guidelines.
SUPERVISORY RESPONSIBILITIES
This job has supervisory responsibilities for Service Specialists, Warranty Administrators, and Field Service Technicians.