Product Support General Manager
POSITION RESPONSIBILITIES:
-Directs and coordinates activities of Service Departments for Eastern NY branches (Albany, Watertown, Endicott, Syracuse) to obtain optimum efficiency and economy of operations, superior customer service and optimal profits by performing the following duties personally or through subordinate supervisors. Accountable for the financial and operational Service Department results.
-Grow NY Service Department revenue and gross margin.
-Manage Service Department's administrative activities and costs.
-Establish and make recommendations on policies, practices and procedures towards a more efficient service operation.
-Improve customer service
-Spearhead and implement corporate strategic initiatives in the Service Department
EDUCATION and/or EXPERIENCE:
High School diploma or equivalent required plus 5-10 years related manufacturer and/or distributor experience. Bachelor's Degree (B.A.) from a four-year college/university or military training a plus.
Sales and/or marketing of product support a plus.
Large company training, parts experience, service representative for a manufacturer experience are desirable.
Work experience should include management position with responsibility for training, scheduling and managing shop or field mechanics as well as financial accountability.
TECHNICAL SKILLS:
Knowledge of heavy equipment industry lines of equipment, service trends and competitive initiatives required. Technical aptitude to diagnose customer machines, service problems and develop solutions that benefit the customer and the company.
Experience needed in preventive maintenance concepts and structuring major overhaul projects. Should have familiarity with specific lines of equipment serviced by the company and the ability to quickly grasp mechanical and technical nuances (hydraulics, electronics) of new lines.
Parts inventory management a plus.
Knowledge of sales and marketing, specifically as they apply to product support.