Customer Service Manager
(Regular/Full-Time/Exempt)
Passionate people create exceptional things!
Join us on our journey for a better tomorrow.
Powerhouse, part of the Atlas Copco Group, is a leading expert and innovator in the boiler business, powering companies with boiler services and rentals across North America and the world. We have established a sterling reputation in the industry and look to improve it with every job.
We are looking for an individual who will assist the Operations Manager by managing, monitoring, and reporting the day-to-day activities of the rental & service coordinators and ensure First-Time Right-on-Time equipment deliveries and service repairs as well as managing technician efficiency and controls costs where applicable. Will also be responsible for close follow-up on customer deliveries to ensure customer satisfaction in a professional manner. Conducts performance and development evaluations with assigned team and ensures mandatory trainings are completed on time. Enforces safety, 5S, quality customer service, and general housekeeping within the operations center.
What you can expect from us…
· Excellent compensation package, including a flexible benefits plan, and generous 401 (k) retirement plan
· Health insurance/ Dental insurance/ Vision insurance
· Paid time off
· Life & Disability insurance
· Salary based on knowledge, skills, and experience.
· A culture of learning; you are in the driver's seat of your own career!
The ideal candidate will be responsible for the following:
· Work closely with Safety Manager to excel in depot and customer site processes and guidelines, ensuring we do the right things in the right way.
· Cultivate the right safety and wellness behavior and tools within the team.
· Forward planning to build alliances and partnerships with other business lines.
· Spare part management
· Analysis and create a troubleshooting protocol and standards.
· Daily technical support to the team/customer and related continuous improvement projects
· Increase technical competence of the team, ensuring all team members are at the right level.
· Drive connectivity as a business tool, gaining insights and driving learning through the organization.
· Identify and address problems and opportunities in service strategy for the company to outperform the competition.
· Resolve customer disputes with regards to all service deliverables and their performance
· Visit and evaluate customer feedback, take corrective actions, provide advice and training when required.
· Improvement, standardization and going beyond in every step of customer interaction during mob/ demo/ maintenance process.
· Continuously improve the handover process between sales and operations
· Roll out a customer experience platform for ultimate customer experience.
· Ensure all legal and regulatory documents are filed and monitor compliance with laws and regulations per our ISO standards.
· Headcount planning of internal and external resources to ensure the efficient arrangement of technicians’ daily assignment to improve organizational processes, and work to improve quality, productivity, and efficiency.
· Administrate, monitor, and execute service plan and related services to the customers.
· Responsible for the establishment and implementation of all quality procedures related to service operation. Maintain relevant records and report on regular intervals on service operations performance.
· Implementation of all fleet maintenance procedures related to service operation to work toward Zero Breakdown
· Improvement projects to increase agility, speed to solution, ops cost and other operational KPI’s.
· Drive transparency within the operations team
· Continuously improve information at a fingertip
· Roadmap to use data to drive learnings, improvement projects and decisions.
· Plan, prioritize and organize tasks and activities for the service team to maintain highest productivity and quality – in an empowering way.
· Responsible to equip the service team with all necessary tooling and equipment relating to safety
· Monitor the performance and evaluate the training needs for your team members.
· Assess current and future staffing needs based on organizational goals and budget realities. Using principles, ensure staff are appropriately developed, utilized, appraised, and rewarded; takes corrective action.
· Promote a company culture that encourages diverse team with top performance and high morale.
· Maximize technician efficiency scorecards reinforce strength and improve weakness with training plan
· Ensure your team can grow to the next steps with right competence mix in the organization to provide our customers with an ultimate customer experience.
*Managing direct reports will be required.
The qualified professional we seek must possess:
· Minimum three years strong customer service or management experience.
· Excellent computer skills and typing proficiency is required.
· Technical/mechanical background related to steam and hot water systems.
· Strong sales and people skills, customer service, safety awareness, and supervisory management skills.
· Associate degree or equivalent technical training. Bachelor’s Degree preferred.
· Competency is more than ever a combination of knowledge, experience, and attitude.
Key behaviors of our candidate are:
· A customer centric individual who understands customers’ needs and seeks to fulfill or exceed expectations
· A team player and natural diplomat who interacts and unites team members, customers, all stakeholders.
· A methodic and structured achiever who can plan, organize, prioritize, assess, adapt, and deliver to promise.
· A resilient person who can cope with change in an ever faster moving digital landscape and who can spread this attitude of self-sufficiency.
· An innovative “there is always a better way" person with a positive, flexible, and responsive mindset who embraces and promotes the digital transformation (regardless of age)
· Open-minded with a global mindset, curious to understand and learn new perspectives.
Join Powerhouse and boost your career!
Apply Today!
Atlas Copco Specialty Rental Division is an equal opportunity employer and complies with all applicable federal, state and local fair employment practices laws. Atlas Copco Specialty Rental Division strictly prohibits and does not tolerate discrimination against employees, applicants or any other covered persons because of race, color, religion, creed, national origin or ancestry, ethnicity, sex, gender (including gender nonconformity and status as a transgender or transsexual individual), age, physical or mental disability, citizenship, past, current or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable federal, state or local law. All Atlas Copco Specialty Rental Division employees, other workers and representatives are prohibited from engaging in unlawful discrimination. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits and termination of employment.
Drive your Career, Explore Opportunities, Realize your Passion . . .
Powerhouse
www.powerhouse.com
Job Type: Full-time
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Shift:
Weekly day range:
Ability to Commute:
Work Location: In person