What are the responsibilities and job description for the Customer Service Manager position at Nixon Power Services?
Description
The Customer Service Manager is a leadership position responsible for the daily administrative operations of their Service Center including technician scheduling, work order management, and invoicing. The Assistant Service Manager or Customer Service Manager takes over the Service Manager’s duties in their absence.
The position reports to the Aftermarket Operations Manager in the Service department and routinely interacts with customers both internal and external.
Responsibilities:
- Assists in the establishment and maintenance of a world class customer service-oriented environment; be a point of escalation for all customer service issues.
- Assists in the establishment and maintenance of a safety-oriented culture
- Monitor the service level being provided to the customer, being ready to influence the daily operation so necessary results are achieved.
- Manage all service coordinators and supervise the day-to-day administrative functions of the service center by overseeing and assisting in efficient technician scheduling, work order management, technician application rates, invoicing, warranty filing, customer satisfaction surveys, and filling of all pertinent records.
- Increase efficiency of PM schedules by analyzing geography, multi-work order trips, priority, technician skills, equipment, parts requirements, and other resources.
- Promptly respond to customer inquiries; gather constant customer feedback and monitor the level of satisfaction making sure customer perceptions are well aligned Nixon’s intent.
- Actively and efficiently manages WIP (work in progress) to ensure prompt invoicing.
- Maintain outstanding customer relationships and communicates with customers throughout the repair process
- Manage technicians’ quotes for additional service work and ensure customers are followed-up with on a timely basis.
- Look for continuous ways of improving the overall operation and implementing the necessary action plans.
- Conduct warranty actions and filings to internal Warranty Administrator
- Demonstrate a sense of urgency; action-oriented to achieve results
- Manage field service reports (FSRs) and their appropriate follow-up
- Assist the Service Manager in resolving customer service issues
- Coordinates with parts/warehouse personnel to order parts in a timely manner to ensure efficiency on jobs.
- Assists in fleet, equipment, and inventory management
- Interview hire and train coordinators
- Perform performance appraisals
- Reward and discipline employees as necessary
- Address employee complaints and resolve problems
Requirements
Education and experience:
- High school diploma or GED required, bachelor’s degree preferred
- One to three years related experience preferred
- Experience working in a technical field with a customer facing focus
Skills and abilities:
- Outstanding interpersonal and customer service skill
- Represent Nixon Power Services in a professional manner
- Experience with MS Office applications
- Strong math and analytical skills including ability to calculate discounts, interests, commissions, proportions, percentages, area, circumference and volume
- Carry out instructions given in written, oral or diagram form
- Problem-solve and make logical decisions
- Willingness to be on call 24/7
*Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
