Service desk manager Jobs in Lewisville, TX

Service Center Manager

The Service Center Manager for Husqvarna Construction in Carrollton, TX is responsible for overseeing daily operation of the local service center and ensuring a high level of technical support to customers and the sales team as needed. This position helps ensure our competitive advantage and is critical to the company by providing the highest level of customer service and support.

Husqvarna Construction is a part of Husqvarna AB. We are a world leader in the construction and stone industries. Our extensive construction product range includes machines, diamond tools and all accessories that you need for cutting, sawing and drilling, as well as polishing floors. The stone product range is comprised of a variety of different diamond tools for quarries and the stone processing industry.

We offer:

• A competitive salary
• A full benefits package, including medical/dental/vision insurance, at date of hire
• A 401(k) with matching and no vesting
• An employee purchase discount on Husqvarna products
• An education assistance program
• .. . and more!

Responsibilities

Local Service Center Operations (50%)

• Responsible for the service center P&L, driving profitability and maximizing technician utilization.
• Responsible for overseeing and managing all activities of the local service center and employees including security and maintenance of the facility
• Ensure compliance with local Health, Safety, and Environmental regulations
• Responsible for directing and working with the service center repair technicians to effectively diagnose and resolve equipment failures and/or performance problems
• Responsible for determining whether required repairs or replacements are or are not covered under warranty
• Responsible for communicating with customer and sales team as required to ensure status of repairs and parts orders are understood
• Responsible for ensuring KPIs and metrics for service center are being tracked and met
• Ensure that repair tracking is being kept up to date in SVC Management system.
• Manage returned products and warranty activities, as well as on-site inventories
• Work closely with customers and the HCP Sales Group in the local area to resolve technical issues and support Sales' effort to maintain and grow the business
• Responsible for frequent visits to customers and job sites regarding delivery, pick up of equipment, other service-related issues and promoting the local service center
• Communicate technical issues to Product Management/Mfg Engineering Services
• Responsible for scheduling and expediting repair work on customers equipment and established repair priorities in conjunction with the sales team

People Management (40%)

• Responsible for staffing and structure of the local service center to maximize efficiency
• Manage and provide guidance and coaching to all Service Center staff
• Handle issues directly with internal customers when required
• Provide training for Service Center staff as needed
• Ensure compliance with established Husqvarna Group policies and procedures
• Conduct Performance reviews and provide regular performance feedback and development opportunities for all Service Center staff
• Responsible for assisting with annual budgeting process and maintaining updates monthly
• Provide and analyze reporting as needed to support the business
• Responsible for assisting with interpreting, updating and communicating Group and/or local policy

Administrative (10%)

• Month-End Report Processing
• Update Individual KPI's/Objectives Quarterly

Competencies

Position-specific Competencies

• Able to work with and through team to get desired results for Service Center
• Respond quickly and work at faster pace than normal, while getting results
• Able to solve new or unfamiliar problems and trouble-shoot problems independently
• Consistently delivers results
• Communicates clearly & effectively
• Anticipates operational problems and offsets negative impact
• Applies sound business judgment
• Anticipates & reacts to changes in business contacts customer needs

Critical Functional Skills & Knowledge

• Working knowledge of ERP systems (AS400, PRMS, JDE preferred), Excel and Word
• Basic product knowledge
• Solid knowledge of repair process procedures
• Knowledge of inventory processes
• Ability to read schematics and illustrated parts list
• Solid mechanical skills

Education & Experience

• 4-5 years' previous experience working in the Technical Service field
• High School/GED required. College degree is a plus
• Previous supervisor experience is a plus

Working Conditions

• Normal PC use
• Splitting time between service center environment and customer locations or job sites
• Occasionally lifting up to 75 pounds
• Must be able to travel as needed. Majority of travel completed during course of the workday. Some (10-15%) overnight travel will be required.

Husqvarna is an Equal Employment Opportunity employer committed to providing equal opportunity in all of our employment practices, including selection, hiring, assignment, re-assignment, promotion, transfer, compensation, discipline and termination. Husqvarna prohibits discrimination, harassment and retaliation in employment based on race; color; religion; national origin; gender; sexual orientation; pregnancy; age; disability; service member status; or any other category protected by federal, state, or local law.