Service Manager - Manufactured Homes

Champion Homes•Leola, PA

3d•Onsite

About The Position

Supervises and coordinates activities of Service Representatives engaged in handling service orders and telephone complaints of customers by performing the following duties. Monitors service calls to observe employees' demeanor, technical accuracy, and conformity to company policies. Recommends corrective services to adjust customer complaints. Answers questions about service. Determines work procedures, prepares work schedules, and expedites workflow. Issues written and oral instructions for the Service Department. Ensures vendor parts and retailer labor are recovered as stipulated in "Champion Supplier and Retailer Recovery". Review contractor bills and ensure the work is in accordance with the amount they are charging.

Requirements

Exceptional customer service, relationship-building, and interpersonal skills
Excellent analytical, planning, and scheduling ability
The ability to address customer and internal concerns efficiently.
The ability to delegate responsibilities, objectively evaluate the performance of subordinates, and hold others accountable in a constructive manner
Strong communication skills, both written and verbal
Strong interpersonal skills with the ability to work effectively in a team environment while managing individual duties effectively
Strong multitasking capabilities
A commitment to integrity, ethical and economical practices, and Champion's Operating Principles
Associate's degree (A. A.) or equivalent from a two-year college or technical school and five to seven years of related experience and/or training; or equivalent combination of education and experience.
Must be able to travel up to 10% of the time annually.

Responsibilities

Supervises and coordinates activities of Service Representatives engaged in handling service orders and telephone complaints of customers.
Monitors service calls to observe employees' demeanor, technical accuracy, and conformity to company policies.
Recommends corrective services to adjust customer complaints.
Answers questions about service.
Determines work procedures, prepares work schedules, and expedites workflow.
Issues written and oral instructions for the Service Department.
Ensures vendor parts and retailer labor are recovered as stipulated in "Champion Supplier and Retailer Recovery".
Review contractor bills and ensure the work is in accordance with the amount they are charging.
Directly supervises employees in the Service Department.
Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.