Service Manager

Who you are: We are looking for a talented individual that is humble, resourceful, and confident in their abilities to manage a department of talented individuals. You are driven and thrive on challenge yet remain calm under pressure. You are a leader and able to successfully manage your team and consistently exceed customer expectations through predictable outcomes. You love to share your way above average ability to find solutions to customer needs before they even know that they exist.

Who we are: Van Doren Sales, Inc. is an equipment manufacturer/integrator that designs and builds solutions for sorting and handling fresh fruit and produce across North America. Our family-oriented business continues to be the leader in the marketplace. Van Doren Sales, Inc. is a socially responsible employer offering an inclusive, friendly work environment and competitive pay commensurate with experience. We value a healthy work-life balance. Our excellent benefit package includes a generous health insurance plan, including; medical, dental, vision, 401(k) with company match, paid Holidays, and PTO.

Posted Position: The Service Manager role is the conductor of the service department. They understand, implement, and drive forward both the customer’s and team’s success. This person is organized and has good time management for both themself and their employees. Able to see the big picture in our business which is “service what we sell” and “quality pays”. An ideal candidate is someone who has their finger on the pulse for the customers and put together the needed resources to exceed customer expectations.  

Job Responsibilities:

·        Deliver prompt, professional solutions for customer inquires 

·        Actively lead and manage the service department which includes oversight of employees at multiple office locations. Each location has a Site Leader and team of technicians covering a variety of skillsets.

§ Mechanical Services

§ Fruit and produce grading and sorting technology

§ Electronics

§ PLC

§ Scales

§ Printers and Stampers

§ Automation

§ Produce Labeling

Our customers are part of a seasonal and volatile market environment, our technician's schedules and service availability need to be effectively managed for the well-being and success of our customers and our technicians.

·        Follow up with and listen to customers about their service experience to continuously improve the value add 

·        Develop and maintain internal training for Service Techs for new types of equipment, service techniques and customer relations 

·        Keep up to date skills assessments for the technicians through the “Service Matrix”  

·        Good record keeping and financial understanding to produce an ROI for the department  

·        Support the sales team with quotes and Project Management tasks ask needed for installation of Compac sizer equipment 

·        Develop and update a standard operating procedure handbook and a marketable service catalog for customers with the intent of SLA’s (service level agreements) 

·        Monitor top tier customer problems to ensure a high level of response time and proper problem resolutions 

·        Anticipate and understand the needs of your team and the company through using proper leadership techniques and problem-solving methods 

·        Be active participant with other departments within the company to manage resources as needed to meet customer needs 

·        Oversee the VDSU training program for clear deliverables and skillsets for our customers success  

·        Set and drive accountability and time management through KPI’s and other reporting metrics, for example:  

o   # Of Customer visits 

o   Customer Skills Assessments 

o   Dept Revenue  

o   Response Times  

o   Customer Satisfaction 

Benefit Package: Health: Medical, Dental, Vision Holiday Pay PTO Plan 401(k) with company match