Customer Service Team Leader

POSITION SUMMARY :

The Service Team Leader will be primarily responsible to ensure the daily operation of the CM Shredders Aftermarket Center of Excellence, (COE) team member performance. They will continuously develop and improve upon the capabilities and competence of the Aftermarket COE function.

Service Team Leader will exhibit an emphasis to service customer requests per established KPI's while identifying / implementing programs designed to grow CM Shredders profitability as directed by senior leadership.

DUTIES & RESPONSIBILITIES :

• Achieve and sustain planned revenue, margin and operating cost levels.
• Strong experience in troubleshooting, diagnosing, and commissioning heavy machinery systems with electric, hydraulic, and large motor drive systems.
• Engage with both internal / external customers (e.g. : Engineering, Sales, Purchasing, Field Service, etc.) to coordinate effective delivery of daily Aftermarket Service functions and operations.
• Assist in reviewing of delivery of service, assist in planning resource requirement and identify opportunities for improvement.
• Ensure reliable delivery of timely technical support through business tools available.
• Excellent communication skills.
• Conflict resolution and problem-solving skills.
• Must have excellent time management skills.
• Thorough knowledge and understanding of quality control procedures and relevant legal standards.
• Provide leadership and active performance management through weekly coaching, Monthly / Quarterly feedback and ongoing support for development planning and employee enablement.
• Ensure that each team member conducts themselves in a professional and courteous manner with customers at all levels.
• Superior Customer management and negotiation skills.
• Assist the General Manager in developing strategies for growth of service and parts business to meet business plan.
• Understanding and enforcing safety regulations and industry standards.
• Implements and manages all key Aftermarket Service business processes in support of strategic business goals and objectives as directed by General Manager.
• Provide leadership, coaching, mentorship and process assistance to team members to ensure all personnel maintain a high level of technical ability and familiarity with equipment and new product developments.
• Monitor / manage the process for handling incoming parts, service and warranty calls.
• Engage with Aftermarket Field Service as required to ensure the timely delivery of all field service requests for assistance.
• Monitor / manage processes and systems for service and parts order tracking.
• Coordinate and arrange freight for all Aftermarket products.
• Manage / monitor and improve processes required to diagnose, troubleshoot and repair equipment failures or difficulties.
• Oversee the delivery of aftermarket quotations for parts, service and maintenance.
• Other duties as required to meet CM Shredders business objectives.
• Provide feedback to other internal teams as required regarding customer comments and concerns as it relates to CM Shredders products.
• Attend internal and external meetings as required.

QUALIFICATIONS : Education :

Experience :

What We Offer :

A Comprehensive Benefits Package that includes :

CM Shredders is an Equal Opportunity Employer. Qualified candidates will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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