Purpose:
Manage, mentor, and lead a team of service professionals, ensure that the team delivers exceptional customer service, meets service-level agreements, and continually strives for process improvements and ensure operational excellence and customer satisfaction.

Responsibilities:
Coordinate with Area Sales Management and the Service Manager to establish the service plan and prepare the annual budget based on past sales and growth projections.
Create and implement training programs for dealers' installation teams and Shaker technicians during the low season, focusing on new products and troubleshooting.
Conduct regular visits to sub-branches to ensure adherence to Shaker service standards and control service KPIs (RTAT, response times, warranty policy, productivity) using the EMIS module.
Review daily part failure reports to ensure effective customer servicing.
Collaborate with the Sales Manager to provide training sessions on new products for sales personnel and the service team.
Oversee pending jobs and address issues related to cannibalization, technical assistance, and installation problems with dealers.
Manage dealer and customer product returns, ensuring appropriate actions are taken for repair, resale, or disposal.
Analyze service performance reports and implement corrective measures as needed.
Monitor the vehicle tracking system and address any violations promptly.
Review and report on area service performance weekly and monthly, providing copies to the National Service Manager.
Hold regular meetings with technicians to gather feedback on product quality and report findings to the National Service Manager.
Conduct regular inspections of service center properties, focusing on equipment maintenance and technician presentation.
Ensure proper communication protocols are followed for reporting installation errors identified by dealers.
Engage directly with CAC and applied product services, providing engineering support as necessary.
Oversee parts usage in warranty situations with branch service supervisors, ensuring proper handling and return of damaged items.
Lead the Service department, ensuring alignment with Shaker Group’s vision, mission, values, and strategic priorities.
Manage additional projects as assigned by the Service Manager.
Requirements:
Minimum of 5 years of related experience, with at least two years of successful supervisory experience.
Strong communication skills.
Strong project management skills.
Flexibility and ability to work independently.
Ability to interact effectively with all professionals.
Excellent verbal, interpersonal, and written communication skills.
Ability to motivate and influence staff.
Excellent attention to detail and accuracy.
Professional level of organization, tidiness, and work control.
Decision-making and problem-solving abilities.
High school diploma and a three-year diploma in engineering is preferred.