Director of Service/Warranty
Pay Range: $105,000.00 - $125,000.00 depending on experience
Education/Training: Bachelor Degree in automotive technical field, automotive service management, business or related field or related experience.
Skill(s): Proficient reading, writing, grammar, and mathematics skills; effective communication and verbal skills, customer service focus; ability to manage urgent deadlines in fast-paced environment; ability to strategically plan and grow service footprint and service capabilities; proficient interpersonal relations and communicative skills; proficient mechanical skills; proficient PC skills, including Internet; visual and auditory skills.
Experience: Minimum ten (10) years’ experience in customer service and warranty.
General Responsibilities
This position will lead and improve Curry Supply’s Service and Warranty department. The function of the Director of Service and Warranty is to provide the necessary planning, organization, direction, coordination and control of all phases of the Service department functions. The individual will be responsible for accomplishing the following: Manage the department to address customer concerns regarding both warranty and service issues as well as manage the team’s ability to quickly resolve these concerns in an efficient manner. The individual must have great communication skills, so he/she can analyze the situation and decide the best course of action to implement depending on the customer’s situation. The individual must also help identify and build outside partners to effectively perform service work throughout the country in a professional and cost-efficient manner. The Director must have the ability to train both the customer service technicians as well as the service techs themselves on how to handle customers professionally while balancing the best way to satisfy their needs. The individual must review the data collected to identify trends and improve overall quality and reduce service issues for our customers. Establish strong relationships with both the operational and sales teams in order effectively address issues. Last, the candidate needs to grow the service center into a self-sufficient, profit center for the Curry organization.
Essential Duties
1. Performs a variety of duties:
- Consistently deliver incredible customer service experiences by offering knowledge, advice when answering their questions and concerns.
- Manage daily call volumes and determine training/growth plan for existing/new customer service reps and service techs.
- Gain knowledge of the entire Curry product line to effectively communicate how to handle customer issues.
- Strong communication methods to effectively work with customers and the teams in the organization.
- Advanced troubleshooting and multi-tasking skills.
- Listen to customer concerns and address their issues in a professional manner.
- Manage and follow up with customers proactively.
- Develop service procedures, policies and standards when addressing customer concerns.
- Maintain accurate record of all service/warranty calls in database system.
- Review/identify trends of service/warranty issues.
- Identify and develop plan with additional partners to perform service work to Curry high quality standards.
- Grow and advance existing group into a profitable, efficient and self-maintaining service center.
2. Coordinates specific work tasks with other personnel within the department as well as with other departments in order to ensure the smooth and efficient flow of information, parts, materials and procedures.
3. Abides by the current laws and organizational policies and procedures designed and implemented to promote an environment which is free of harassment and other forms of illegal discriminatory behavior in the work place.
4. Cooperates with, participates in, and supports the adherence to all internal policies, procedures, and practices in support of risk management and overall safety and soundness and the company’s compliance with all regulatory requirements.
5. Reports pertinent information to the immediate supervisor as requested, or according to an established schedule; compiles information as necessary or as directed and provides data to appropriate personnel.
6. Responds to inquiries relating to his/her particular area, or to requests from customers, other personnel, etc., within given time frames and within established policy.
Ancillary Duties
1. Performs tasks which are supportive in nature to the essential functions of the job, but which may be altered or re-designed depending upon individual circumstances.
Job Type: Full-time
Pay: $115,000.00 - $135,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Referral program
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
- Weekends as needed
Experience:
- Customer service: 10 years (Required)
- Automotive service: 10 years (Required)
License/Certification:
- Driver's License (Required)
Ability to Commute:
- Gilbert, AZ 85233 (Required)
Ability to Relocate:
- Gilbert, AZ 85233: Relocate before starting work (Required)
Work Location: In person
