Marine Field Service Manager
Suzuki Manufacturing of America Corp
3 reviews
Tampa, FL 33635
Suzuki Manufacturing of America Corp
3 reviews
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Oversee and manage the day to day functions of the Marine Field Service operation with the primary focus on ensuring retail customer satisfaction with Suzuki products and Suzuki dealers. Additionally provide extensive guidance and training to the staff of Technical Service Managers, management-wise and technically, to allow them to ensure dealers are profitable and able to satisfy the service needs of the retail customer. Assist in establishing and implementing service programs and policies and procedures for the dealer network.
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Lead and supervise the Technical Service Managers team. Evaluate each person’s job performance and provide appropriate coaching, guidance and training. Provide guidance and counseling to staff on particularly difficult or sensitive issues involving dealer contact dilemmas or policy disputes so that fair and equitable solutions result for retail customers, dealers and Suzuki.
• Review each person’s ability to write reports effectively and provide feedback to help ensure they can provide the highest quality, most accurate and detailed written communications.
• Provide detailed training, counseling, and guidance to staff in their inspections of vehicles/units involved in litigation and alleged defect-related accidents
• Plan, organize and monitor the work schedule and assignments of the staff in order to ensure prompt and adequate dealer assistance while distributing the workload equitably among all staff members. These assignments include Hotline dealer telephone technical assistance, dealer visitation, special vehicle inspections, assistance to other departments, and vacation scheduling.
• Manage and coordinate the interaction with home office Techline/ Quality Control /Customer Service data with the Tech Department's QC efforts with SMC.
• Manage the TSM staff efforts to raise dealer CSI scores and to meet company established goals.
• Work as a team with TSM's to reduce the number of customer complaints received. Work to attaining company goals in complaint reduction and resolution.
• Assist with special activities and projects within the technical service department and other company departments to provide a field service viewpoint and experience. Projects such as service awards, consumer and dealer trade shows, dealer training projects require in-depth coordination between the office and the field to function efficiently and professionally
Minimum Qualifications:
• Minimum 3 years’ service management experience at the dealer level or Minimum 2 years experience at the wholesale/distributor level of a major manufacturer.
• Bachelor’s Degree or equivalent work experience.
• Must be an excellent communicator and possess superior organizational skills to work in a multi-task environment.
• A very strong technical background.
• Significant experience in Access, Excel and Word.