What are the responsibilities and job description for the After Sales Service Manager MB position at Aebi Schmidt North America?
Job Summary:
The Service Manager role will lead a team of Field Service Representatives across the US and is responsible for ensuring high-quality customer support. This role will handle customer inquiries, monitor After Sales service, collaborate across all departments to improve operations, and provide technical support as necessary.
Supervisory Responsibilities:
- Airport Maintenance Products Regional Lead Field Service Representatives
- European Product Field Service Representatives
Duties/Responsibilities:
- Lead and manage a team of Field Service Representatives located throughout the United States.
- Dispatch the FSRs to customer locations efficiently to maximize profits and increase customer satisfaction.
- Set performance goals and provide regular feedback to team members.
- Hold team members accountable and ensure that all tasks are completed on time.
- Develop and implement strategies/processes for providing excellent customer support, superior service, and quality work.
- Ensure that customer inquiries and issues are handled promptly and professionally.
- Monitor and evaluate the quality of after-sales service and support provided to customers.
- Keep accurate records of all company property in possession by their team.
- Address any issues the technicians might be having, whether it is accident claims, licenses expiring, etc.
- Provide training and development opportunities for the after-sales team to enhance their skills and product knowledge.
- Work with the Director of AMP After Sales to create and implement practices to increase revenue and best support the customer.
- Handle inbound phone calls to convert leads into sales.
- Work with the team to maintain customer accounts and ensure product literature is current.
- Monitor the production schedule, communicating with the engineering, manufacturing, purchasing, and logistic departments to ensure customer requirements and on-time delivery are met.
- Work closely with all departments to ensure that feedback is getting back to the factory and help drive change for the better.
- Provides advice, solutions, mechanical and technical support to customers and M-B field service technicians via the phone, email and/or going to the customer’s location.
- Follow Engineering instructions and apply the knowledge to complete the requirements of the support task.
- Visit customers as needed to build relationships or address any issues that they may have.
Required Skills/Abilities:
Examples:
- Technical and mechanical knowledge.
- Excellent communication and interpersonal skills.
- Patience and professionalism when dealing with customers.
- Strong leadership and team management skills.
- Excellent problem-solving and communication skills.
Education and Experience:
- Bachelor's degree in a related field or equivalent work experience.
- Proven experience in after-sales service or a service-related field.
