We are seeking a results-driven and strategic National Service Manager. The National Service Manager will lead our field based service organization and our headquarters based service support team. The National Service Manager will own our Parts & Services P&L, and be responsible for developing and implementing service strategies to ensure exceptional customer satisfaction while driving initiatives and programs to propel business growth. This role requires strong leadership, strategic thinking, and a customer-centric approach. The ideal candidate will have experience and competency in both the operations side and commercial side of a service business.

Responsibilities:

1. Setting strategic and tactical goals for the service organization: (25%)

• Collaborate with service agency partners to develop and implement a comprehensive strategy and tactical plan.
• Collaborate with CSS senior management to align service agency objectives strategy with overall business goals.
• Supplement and support service agency activities by routinely communicating with service agents in the field and calling on customers when needed.

2. Supporting Customer: (25 %)

• Foster a customer-centric culture within the service department, emphasizing the importance of delivering exceptional service experiences.
• Address customer complaints and escalations promptly, working to resolve issues and exceed customer expectations.
• Solicit feedback from customers to gauge satisfaction levels and identify areas for improvement.

3. Growing aftermarket revenue streams: (25 %)

• Implement strategies and tactical plans to increase parts, service lead generation opportunities.
• Work with Service Agency to develop initiatives that drive customer engagement and service utilization.
• Ensure that contractual agreements align with company policies and support long-term partnerships.
• Monitor and drive compliance to contracts.
• Develop programs to drive revenue.

4. Service Performance Analysis: (15 %)

• Establish and monitor agreed upon KPIs and review regularly with service agency partners, comparing performance against targets.
• Develop and implement corrective actions as needed to ensure continuous targets are met.
• Analyze data and performance metrics to evaluate the effectiveness of service strategies.
• Develop and implement corrective actions as needed to ensure continuous improvement.

5. Training: (10%)

• Develop and maintain various training programs for sales and service teammates as well as external sales and service agencies.

Key Requirements:

• Bachelor’s degree
• A minimum of 3-5 years’ experience managing a product Service organization
• Strong leadership and team management skills.
• Excellent negotiation and communication abilities.
• Analytical mindset with the ability to interpret sales data and market trends.
• PC skills, including Microsoft Word, Excel, PowerPoint, and Outlook
• CRM & ERP management experience required.
• Based in the Boston area.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Benefits:

The benefits include working in a great atmosphere with friendly co-workers, medical, dental & vision coverage, vacation/holiday/sick time, a 401(k) retirement plan with company match, and lots of opportunity to learn new things.

This is for a permanent full-time position to start immediately.

Job Type: Full-time

Benefits:

• Employee discount
• Flexible spending account

Day range:

• Monday to Friday

Shift:

• Day shift

Ability to Relocate:

• Billerica, MA 01821: Relocate before starting work (Required)

Work Location: In person