District Technical Service Manager manages an organization's technical customer support policies, objectives, and initiatives. Provides mentoring, leadership, and organization to managers and supervisors. Being a District Technical Service Manager oversees the creation and implementation of processes that maximize efficiency and meet or exceed service quality and customer satisfaction goals. Monitors and measures service metrics and volume to develop standards, improvements, or changes to workflows and resource allocation. Additionally, District Technical Service Manager makes recommendations for changes to products or services based on customer feedback and requests. Engages in resource planning and decision-making. Coordinates across functions to support future products and releases. Typically requires a bachelor's degree or equivalent. Typically reports to a director or top management. The District Technical Service Manager typically manages through subordinate managers and professionals in larger groups of moderate complexity. Provides input to strategic decisions that affect the functional area of responsibility. May give input into developing the budget. To be a District Technical Service Manager typically requires 3+ years of managerial experience. Capable of resolving escalated issues arising from operations and requiring coordination with other departments. (Copyright 2024 Salary.com)
JOB SUMMARY:
Functions as liaison between the dealership, region, and national headquarters ensuring the highest standard of assistance to dealers, customers, and assigned accounts. Consistently reviews and tracks service and parts dealer standards with assigned dealers to ensure continuous growth and customer satisfaction. Identifies, develops, and implements solutions to customer and product issues. Applies appropriate policies and procedures to ensure customer retention and effective use of company resources. Identifies, documents, and communicates product quality issues with dealers and customers to support Isuzus high level of quality, dependability, and uptime.
PRINCIPAL DUTIES & RESPONSIBILITIES:
% of time spent on each activity
40%
1. Promotes the sale and marketing of Isuzu service and parts to meet dealer and corporate objectives. This includes but is not limited to working with dealers' service departments, independent repair shops (IRS), and fleet accounts. Develops marketing strategies with dealers to increase potential parts sales and encourages usage of parts and service co-op to develop strategies.
25%
2. Supports the lifecycle business process by routinely reviewing dealerships service process flow management, technical and management abilities, service intake objectives, vehicle uptime priorities, KPIs, etc. Recommends and reviews appropriate actions to improve areas of concern with dealership executive and service management. Works jointly with Lifecycle Business Manager during in depth review process.
20%
3. Builds customer satisfaction by working on vehicle uptime priority and general customer satisfaction cooperatively with dealer staff, local IRS, and fleet operators. This includes but is not limited to actively engaging Vehicle Down Report (VDR) or similar processes, customer assistance (CAS) needs, and general requirements from dealers and customers.
15%
4. Provides administrative and review functions required by dealership, region, and corporate, related to dealer contact reports, warranty processes, lifecycle and technical training, support to TAC and product engineering, etc. Assists dealers in developing solutions to meet requirements of all parties while keeping the customer top priority. Supports regional and corporate activities to increase the Isuzu brand.
5. Performs miscellaneous job-related duties as assigned.
ORGANIZATIONAL RELATIONSHIPS:
EDUCATION, EXPERIENCE & TRAINING:
KNOWLEDGE:
SKILLS & ABILITIES:
PHYSICAL STANDARDS:
The employee must be able to access, enter, and retrieve data using a computer or smart phone. This is primarily a traveling position in a mobile office environment which requires only occasional reaching, stooping, and lifting of office files, reports or records, typically weighing 25 lbs. or less.
Requires frequent travel, over 75% of time including overnight stays.
MANAGEMENT ACCOUNTABILITIES:
Pay scale for this position is between $89,213 and $114,639. The actual compensation will be determined based on experience and other factors permitted by law.
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