Service Manager

## Description

**SUMMARY**: Responsible for leading the Service Department to provide exceptional customer support. Oversees field service, remote support, technical and troubleshooting documentation, and warranty. The Service Manager serves as a key liaison between customers, Sales, Engineering, and Production.

**ESSENTIAL DUTIES AND RESPONSIBILITIES**

• Leads efforts to educate and support dealer personnel on Weiler equipment to maximize uptime and ensure rapid, effective resolution of issues.
• Leverages data from dealer work orders, warranty claims, telematics, and other sources to identify issues and drive continuous improvement of product design and manufacturing.
• Serves as an escalation point for critical customer and dealer concerns.
• Oversees and develops Service Training for dealer technicians.
• Drives development of service documentation, troubleshooting procedures, and service communications.
• Collaborates with Engineering when necessary to resolve complex technical issues.
• Collaborates with Sales to negotiate warranty and goodwill coverage in escalation situations, including machine buybacks or discounting.
• Travel up to 25% of the time, including international travel.
• Works in a safe manner at all times, following all safety guidelines.

**SUPERVISORY RESPONSIBILITIES**

This job has supervisory responsibilities for Service Specialists, Warranty Administrators, and Field Service Technicians.

## Qualifications

**EDUCATION and/or EXPERIENCE**

Bachelor’s degree in a related field preferred, or an equivalent combination of education and experience. Five to ten years of relevant experience with offroad equipment and management of personnel is desired.

**CERTIFICATES, LICENSES, REGISTRATION**

None

**COMMUNICATION SKILLS**

Excellent interpersonal and communication skills, both over the phone and in person. Ability to read, write and comprehend documents and correspondence. Ability to effectively present information to internal and external individuals and groups. Ability to read technical instructions in diagram form, such as, hydraulics and electrical schematics.

**MATHEMATICAL SKILLS**

Ability to add, subtract, multiply, and divide in all units of measure, using whole number, common fractions, and decimals.

**COMPUTER SKILLS**

Proficient with Microsoft Office includes Word and Excel.

Experience with CRM preferred.

Ability to learn new computer software programs.

**ADDITIONAL SKILLS**

Detail-oriented with proven organizational skills. Ability to effectively manage time and resources.

Ability to maintain positive interpersonal relationships and encourage openness with customers and peers. Ability to effectively manage employees, even when working remotely. Superior mechanical aptitude.