What are the responsibilities and job description for the Service Support Manager position at Agren?
Company Description
Agren is Maine's largest independent appliance and mattress retailer, committed to delivering exceptional products and customer service. Agren has a long-standing reputation for quality and reliability, serving local communities and prioritizing customer satisfaction. We take pride in our knowledgeable team and strong service support, and we're a trusted name in the industry. Located in Auburn, ME, Agren continues to be a regional leader in home appliance and mattress solutions.
Role Description
The Service Support Manager oversees the administrative and operational support functions of the Service Department. This role ensures efficient parts research and procurement, accurate warranty and invoicing, and overall backend workflow.
The Service Support Manager plays a critical role in ensuring technicians are equipped, compliant, and supported, while maintaining strong internal processes that enhance efficiency, accuracy, and customer satisfaction.
· Oversee daily operations of the Parts and Service Support functions, ensuring efficient workflow and timely turnaround
· Lead appliance Parts Research Team, ordering, and tracking to support timely and accurate repairs
· Manage Parts Department processes, including inventory coordination, returns, and vendor communication
· Oversee invoicing and warranty processing, ensuring accuracy, timeliness, and proper documentation
· Partner with manufacturers and third-party providers to resolve warranty claims and discrepancies
· Provide administrative leadership and support to the service department, ensuring strong backend operations
· Monitor technician compliance requirements, including certifications, licensing, and required documentation
· Identify process improvement opportunities to increase efficiency, reduce errors, and improve service turnaround times
· Collaborate cross-functionally with the call center and field leadership to support overall service performance
Physical Requirements:
· Primarily office-based role requiring extended periods of sitting, working at a computer, and using standard office equipment
· Ability to occasionally stand, walk, bend, kneel, reach, and move throughout the office, warehouse, and service areas
- Ability to occasionally lift and move items up to 20–30 pounds (e.g., parts, boxes, or supplies)
- Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.