Inside Service Manager

Job Description

The Inside Service Manager is responsible for ensuring delivery of exceptional customer service and efficient field service execution to meet customer satisfaction goals. The Inside Service Manager is a key liaison for the Sales, Service, Marketing, and Manufacturing teams in providing exceptional service for dealers, customers, and end users. Oversees service support and warranty.

Key Responsibilities

RESULTS

Leadership 35%

• Understands functions and responsibilities of each employee assigned to this position and manages them in all aspects of employment, including but not limited to: Hiring, Performance, Discipline, and Termination / Training, Coaching, Mentoring, Guidance, and Motivation
• Effectively manages employees and/or processes to ensure all responsibilities of assigned employees are met and that each external/internal customers' needs are met in a timely manner.
• Ensures systems utilized by department (i.e. JDE, ADP, SolidWorks, etc.) meets or exceeds needs of all company employees.
• Develops, implements, and monitors progress of short-term and long-term goals for all assigned employees.
• Maintains a high level of confidentiality.
• Demonstrates confidence when navigating difficult situations/conversations and advancing ideas.

Critical 25%

• Works in conjunction with Sales and Service, and oversees direction of resource allocation for inside service activities.
• Collaborates with sales and service teams to ensure seamless customer interactions in support of customer service goals and initiatives.
• Develops and implements new service offerings, training programs, document generation, and tools.
• Leads in the integration/development of software and other tools, to be used by Field Service and other teams, intended to improve customer experience.

Productivity / Job Knowledge 15%

• Collaborates with Sales, Engineering, Quality, and dealers to analyze and address product issues.
• Analyzes and provides input for new products, product enhancements or maintenance.
• Identifies and implements process improvements for Warranty, Customer Relations and Problem Resolution.
• Provides oversight for the C-Tech training program.
• Conducts root cause analysis along with developing, planning and executing relevant action plans that could include Service Bulletins and or recall campaigns.
• Manages and or assists with multiple projects in terms of technical support, coordinating samples, prototyping, field testing, intellectual property, and product testing and validation.
• Interacts with NLM personnel, providing insights from the field that will inform immediate and longer-term product development plans, market strategy, marketing communications, etc.
• Provides expertise and knowledge for product start-ups and end-user training for Field Service team as needed.

Dependability 15%

• Demonstrates a good attendance record; is aware of the impact that missing work will have on the customer as well as co-workers.
• Completes goals/projects on time or ahead of schedule.
• Responds to work assignments and requests by being cooperative and available.
• Follows through and meets commitments.
• Available as a resource to subordinates and/or peers.

Safety 10%

• Follows safety procedures, protocols, policies, and adheres to all SAFESTART concepts, and acts when others are not holding themselves accountable.

Total 100%

CORE VALUES

Act Like an Owner. 20%

• Leads by example and takes ownership in everything you do and or say.
• If you see something, say something and follow through until it's right.
• Considers long and short-term outcomes when making decisions.

Be Interested. Stay Interested. 20%

• Isn't complacent. Seizes opportunities to learn.
• Participates in activities to increase understanding.

Create Change. Start With Yourself. 20%

• Asks "why", is open-minded, and challenges the status quo.
• Leads and supports changes for the sake of improvement.

Seek New Perspectives. 20%

• Seeks new perspectives to challenge your own, and brings them into your decision making process.
• Involves stakeholders in making decisions. Is open to input from all sources.

Fail Fast. Learn Fast. 20%

• Takes calculated risks.
• Is fearless and quick to admit mistakes.

Total 100%

Requirements

Qualifications and Essential Skills

• Bachelor’s degree in Business, Ag Systems Technology, Ag Business, Engineering or related field and or minimum of 4-5 years of experience in agricultural-related customer service.

• Experience with product development.

• Understanding of end user industry dynamics

• Strong computer skills.

• Problem solving & decision making.

• Proven leadership and ability to drive sales teams.

• Extensive experience in all aspects of Supplier Relationship Management.

• Strong understanding of customer and market dynamics and requirements.

• Ability to develop sourcing strategies appropriate to overall business environment and market factors. Knowledgeable in a variety of methodologies.

• Travels a minimum of 6 weeks per year.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Regularly required to sit and interface with computer systems while maintaining high level of concentration. Position involves working indoors and outdoors with some exposure to mechanical hazards, dust, dirt, irritants, and moderate noise.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; sit; and use hands to finger, handle, or feel. The employee is occasionally required to reach with hands and arms. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, depth perception, and ability to adjust focus.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work area is usually quiet, but the employee may be exposed to shop noises for limited periods of time. While performing the duties of this job, the employee is frequently exposed to fumes or airborne particles in the plant shop. The noise level in the plant shop environment is usually loud.