Warranty Hub Regional Manager - Charlotte, NC

Musco Sports Lighting•Charlotte, NC

2d•Hybrid

About The Position

The Musco Services Team has an opening for a Warranty Hub Regional Manager in the Charlotte, North Carolina area. This position will support daily business operations of the regional warranty hub, while making strong logistics decisions related to Musco technicians performing work on Musco projects. This includes the coordination of schedules with customers, vendors, technicians, and the internal Team.

Requirements

Post-high school education (trade school, associates, or bachelor’s degree) in business or customer service-related field or equivalent experience preferred
5-7 years of leadership/supervisory experience is preferred
Work knowledge and experience in a customer services business
Excellent verbal, written, and telephone communication skills
Excellent technical and problem-solving abilities
Work well in a fast-paced, ever-changing environment
Mechanical aptitude or knowledge
Ability to coordinate schedules and perform managerial duties
Strong personal initiative and ability to work with little supervision
Strong organizational skills
Computer skills in Word, Excel, and internal computer systems
Strong small meeting group skills

Nice To Haves

Travel to a job site is anticipated to occur monthly and as needed to work with each direct report and at times cover their technician duties due to PTO, and gain knowledge into their team members’ everyday roles and responsibilities
Travel to Musco Corporate office for departmental meetings and training as needed
Given that we provide Sports Lighting some night work is required at times

Responsibilities

Responsible for the management, operations of a services hub executing on service orders that take place within a defined geography, roughly a 200-mile radius of the hub’s office location
Assist in development of hub processes with the support from Musco’s Corporate Services Team.
Operational and budget responsibilities of the regional warranty hub to ensure company goals are met in quality and quantity of warranty claims, completion timeframes, product inventory and overall operations
Coordinate, communicate, and confirm schedules for warranty requests including project details, technician schedules, customer schedules, vendor management, and rental of necessary equipment to complete projects in a timely manner providing high levels of customer service
Key focuses on service quality, safety and the customer/Musco warranty experience, as well as meeting needs of Musco’s internal process requirements (RMA) and hub product inventory
Oversee the daily service operations within the assigned geography, people leadership, coaching, expense management, inventory control, safety and appearance
Direct management of the regional technician team (3 – 6 direct reports). Team development, salary recommendations, approving PTO and maintaining consistent communication with technicians regarding daily work duties, schedules and performance to ensure key indicators and goals are achieved
Make solid financial decisions related to project costs (rental equipment, tech purchases, logistics decisions), as well as working with vendors to set up pricing standards
Develop a working knowledge of standard Musco products and ability to forecast length of time to make repairs or project work