Customer Service Manager

1. Position Description

Manage the customer related aspects of a value-added, cost effective, and customer friendly Fire Apparatus Service and Repair Facility.

 

2. Essential Job Functions

2.1   Serve as the main point of contact for all customer inquiries including but not limited to warranty issues, repairs, and maintenance.

2.2   Manage customer requests and schedule technicians for road service repairs, shop service repairs, and on-site fire pump and hose testing.

2.3   Provide customer follow-up on apparatus receiving service and notifying customers of other needed repairs as discovered by the service technicians.

2.4   Prepare, deliver, and explain service estimates to customers.

2.5   Complete and submit warranty requests to Corporate Office.

2.6   Serve as the liaison with Corporate Engineering and Manufacturing.

2.7   Work with the shop lead to ensure constant work flow and that work is completed in a timely manner and to the customers’ expectations.

2.8   Submit daily, weekly, or monthly reports to corporate office or customers as needed.

2.9   Assist customers with identifying parts needed to maintain and repair their fleet.

2.10 Travel to customer locations as needed to maintain positive customer relations.

2.11  Other Duties as assigned.

3. Skills and Abilities

3.1   Solid supervisory and problem-solving skills.

3.2   Mechanical Aptitude.

3.3   Proficient in Microsoft Office (Outlook, Word, Excel, and Power Point), Adobe Acrobat and Windows. Knowledge of Microsoft Project. Microsoft Access and other database systems is desirable.

3.4   Knowledge of Customer Relationship Management (“CRM”) systems and Fleet Management Systems is highly desirable.

3.5   Efficient, detail-oriented, and organized person capable of delivering accurate results.

3.6   Exceptional communication skills, including oral, written (memos, emails, and letters).

3.7    Self-motivated individual with initiative and a strong work ethic.

4. Requirements

4.1   Two to three years’ experience as a service writer in an automotive or heavy truck dealership.

4.2   Associate Degree in Business, Engineering or related field is preferred.

4.3   Knowledge of the firefighting industry is desirable.    

 

     Positions Available

     Positions Currently Available at Jessup Maryland and East Brunswick New Jersey.