District Service Manager II

Job Information

Role & Responsibility

Account Management

• Serve as primary point of contact for service-related account management within assigned territory.
• Build influential relationships with Account Principals, Managers and Parts & Service Managers.
• Develop annual district strategy and tailored strategies for individual accounts.  Measure results vs target and re-evaluate or adapt strategies as relevant.
• Schedule routine performance review meetings to assist in driving account performance through measurement of results and identification of opportunities for improvement.
• Educate accounts on the benefits of investing in their service department as a means to increase sales and retain customers.
• Assist in initial capability evaluation of potential new accounts.
• Utilize extensive product and knowledge to become a trusted resource to accounts.
• Assist new Accounts in setting up service departments.  
• Assist in Account termination.

Technical Service and Support

• Provide timely and appropriate responses to customers including resolution of complaints and follow-up.
• Provide troubleshooting product support and training to drive accounts' service levels and understanding of features and benefits.
• Assist in the identification of training needs through customer focused interactions, new and emerging technologies, products and industry trends.
• Work with accounts to develop training schedule for accounts, service team members and account representatives.
• Deliver training that focuses on product specific service needs, account/business development and acumen.
• Ensure that accounts have access to the most up-to-date technical information for systems and products.
• Collaborate with internal Product Support Representatives and Warranty teams on opportunities for creation of Knowledge Based Articles (KBAs) relevant to the needs of technicians and accounts.
• Maintain accurate and up-to-date records of client interactions and service activities utilizing appropriate systems.
• Support the Warranty Team through participation in claim reviews, servicing or investigating of high dollar claims and reporting of critical findings.
• Collaborate with Safety & Compliance, Legal, Warranty, Quality Management, Operations, Sourcing and Product Management as needed to close out findings, increase awareness of ongoing field issues and drive product improvements.
• Complete labor time guide validations to determine approximate times for service activities in order to support account planning and customer satisfaction.

Job Requirement

• Education: Certification or Degree in a related technical field, business management or engineering or equivalent experience.
• Experience: 5+ years of experience in field service, service management, account management or related.
• Product Knowledge: 5+ years of experience working with product line preferred.
• Travel: Up to 70% to support Accounts within assigned territory.  Able to travel as needed with or without advanced notice.  
• Experience using CRM (Customer Relations Management) platforms to document field complaints and apply appropriate solutions.  Salesforce experience is a plus.  
• High level of skill in reading/interpreting electrical schematics, PI&D diagrams and mechanical instruction manuals. 
• Ability to effectively utilize personal computers including Windows applications. Experience with Microsoft applications i.e. Outlook, Teams, Excel, Word, PowerPoint 
• Strong leadership and team management skills, with the ability to inspire and motivate teams to deliver results.
• Valid U.S. driver’s license and in good standing.
• Language Skills: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
• Mathematical Skills: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
• Reasoning Ability-Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations