What are the responsibilities and job description for the National Service Manager position at Unox Inc?

Job Description

Description :

Supervise, manage, and train Service Techs and Customer Service Representatives.
Embrace and promotes the UNOX culture. Builds the Taste of Success.
Manage warranty and technical support nation wide including handling service escalation issues.
Ensure standard work and its improvement of every service related process, including management of CRM.
Collaborate to build and strengthen the service network of authorized service agents to support the sales team, assisting the company’s vision and goals.
Locate new service agents as needed to support assigned region, and develops them once they become partners.
In collaboration with the Regional Service Managers, negotiate and manage service agreements, warranty rates, and performance objectives with new and existing service agents.
As determined in collaboration with the Head of Customer Experience, dissolves existing service agent relationships that do not effectively support UNOX or UNOX’s customers.
Communicates technical details concerning UNOX’s equipment, accessories, consumables, and spare parts to support customers, internal staff, and business partners.
Authorizes the warranty service and approves the invoices accordingly.
Develops Service process to include planned maintenance programs, parts stocking requirements, installation programs, etc.
Works closely with sales team to ensure technical support needs of customers are met.
Collaborates to organizes the online service training platform.
Monitors and reports changes in customer needs, trends, and competitor’s activities.
Stays current on industry performance standards, best practices, trends, and service levels, and ensures performance meets or exceeds benchmark standards.
With a people orientated and process driven approach, establishes, prioritizes, and leads implementation strategies to achieve company objectives, and continuous improvement initiatives focused on optimizing customer experience, training, quality, efficiency.
Maintains a growth mindset to determine future needs and priorities, and establishes the direction for resources, processes, and the department.
With a dynamic attitude, collaborates, evaluates, and prioritizes department objectives, and participates in the development and implementation of business action plans as a member of the UNOX team.
Builds a strong, direct feedback culture, by providing feedback that is constructive, frequent, immediate, concrete and in small portion.
Implements, oversees, and complies with all Company health and safety, environmental, and quality policies and regulatory requirements.
Other duties as assigned by management.

Requirements :

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Integrity – Do the right thing in a reliable way, being honest, dependable, and showing good judgment.

Motivation – Driven by the achievement of Taste of Success and embraces Unox values.

Understanding and decision making– Considering the relative costs and benefits of potential actions to choose the most appropriate one. Helping others to change their minds or behavior if it’s in the best interest for UNOX.

People Orientated – Leads by example, heads up and collaborative approach, engaging with peers in constructive and collaborative manners.

Sense of Urgency — Proactive, respect time and anticipate deadlines.

Process Driven — Ability to sharpen process, working to improve efficiency, while maintaining value and and organizational knowledge.

Kaizen — Strategic and growth mindset, embrace activities that create a team atmosphere and improve standards ensuring a positive customer experience, people engagement, quality and safety.

Smart and Dynamic — Understand mistakes, learn fast, deal with new and difficult situations, characterized by energy, deliver effective action, move things.

Collaborative — There is no job that is too small or too meaningless to be done.

Service — Advanced knowledge of principles and processes for providing quality service and customer satisfaction. Advanced knowledge of tools required for the role, within the team, and department. Will train, advise, assign work, or review work in the team.

Complex Problem Solving — Anticipates, recognizes, and solves the most complex problems that occur within the team, department, or customer. Reviews related information to develop and evaluate options and implement solutions.

Autonomy and Discretion – Works independently with little to no supervision. Makes decisions that consider not only established options and procedures, but may also set a new precedent with supervisor support.

Oral Comprehension — The ability to listen actively and understand information and ideas presented through spoken words and sentences.

Oral Expression — The ability to communicate information and ideas in speaking so others will understand. Maintaining professionalism and approaching situations with a team attitude.

Problem Sensitivity — The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing that there is a problem.

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National Service Manager

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