Responsible for leading the After the Sale Service department.  Provides leadership to facilitate Service staff’s ability to meet departmental objectives.  Monitors workload requirements and maintains appropriate staffing requirements.  Designs & implements service initiatives to achieve quick turn around on field issues and proper notification and escalation of issues to internal departments.  Enforces current service policies and approaches and monitors them for appropriateness.  Provides recommended revisions to Director when changes are needed. 

RESPONSIBILITIES:

• Performance Management for all direct reports.
  • Develop the skills of all direct reports.  Supervise staff to achieve short- and long-term company and departmental goals.
• Maintain efficient workforce.  Control staffing levels, turnover, morale, and productivity.
• Create an environment where employees can efficiently provide post sale service to dealers and end users in a timely fashion.
• Directs local and remote Service Staff to address after hours needs of our customers.  Sets schedules and creates back up plans for off hours support.
• Directs local and remote Service staff on high profile customer back charge and warranty related issues to bring these to a timely conclusion.
• Attends other departmental huddles, communicates information from these meetings to direct reports in a timely manner.
• Monitors “GOAT” data for corrective actions and works in conjunction with AE/AtSS and QCIP Directors and other functional groups/departments to improve process capability.
• Monitors “GOAT” data for trends and works with relevant Reliability Team or Product Support Eng to address discovered issues.
• Serve on occasional intra-departmental and cross-functional teams throughout the year.
• Participating in after-hours customer support is required.
• Participate in the annual trade show as required.
• Participate in the semiannual rep meetings.
• Traveling into the field for high profile warranty and back charge issues may be required.  Travel could be up to 15% of the time.
• Build trust and establish credibility at all levels within the company
• Provide transformational leadership, using Vital Conversations and expectations of a Gorbel® leader. Fully role model Gorbel® behaviors, supervise and coach others to do the same
• Actively demonstrate the ability to constructively coach others and be receptive to being coached
• Manage and coach all elements of the Gorbel® Performance Management System within the AtSS Team to ensure goal setting and alignment while carrying out the mid-year and year-end performance review process
• Develop and maintain an environment that supports trust, teamwork, collaboration and empowerment/engagement of employees to provide an environment of continuous improvement
• Utilize lean tools to support continuous improvement activity within the department (A3, VSM, 6S, Kaizen, etc.)
• Develop & maintain standardized processes to ensure all customer inquiries are handled in an accurate and timely manner
• Maintain in-depth working knowledge of the company’s brands, systems, processes and products
• Other duties as necessary

REQUIRED QUALIFICATIONS:

• Bachelor’s Degree in Engineering, Manufacturing, or related field with a minimum of 10 years’ experience
• At least five years of supervision experience preferred
• Ability to balance and advance customer, employee and organizational needs
• Excellent data analytical skills with a proficiency to summarize and communicate findings
• Experience leading organizational change management initiatives
• Ability to assess improvement opportunities and develop strategies to implement improvements
• Excellent communication (written & verbal) and interpersonal skills
• Exceptional proven leadership skills in a technical environment
• Demonstrate personal leadership and coaching skills at all times
• Familiar with Customer Relationship Management (CRM) software
• Must have a high mechanical - technical aptitude and/or experience
• Proficiency in Microsoft Office Suite products
• Personal characteristics are equally important to experience and knowledge. Critical personal characteristics include:
  • High self-awareness and emotional maturity, low ego
  • High level of integrity and trustworthiness
  • High customer and quality focus
  • Continuous improvement mindset
  • Optimism
  • Willingness and comfort with giving and receiving feedback
  • Excellent listening skills
  • High action orientation
• Ability to travel domestically, up to 15% of the time