After the Sale Service Manager

Gorbel Inc. • Victor, NY • 16h ago

Gorbel's mission is simple: We improve people's lives. That mission guides everything we do, from the products and service we provide to our outside customers to the work environment we foster for our employees. We are a manufacturer of material handling and fall protection products for the production and warehouse/distribution sectors. We're on the cutting edge of manufacturing and distribution; a thriving, growing company that is constantly seeking out new ways to innovate and elevate our products and our processes - and we're looking for people like you to join us in that mission. We're currently hiring for open positions in the US and Canada. We operate in Canada as Engineered Lifting Systems and Equipment (ELS)/DBA Gorbel Canada, and subsequent communication related to Canadian positions may show the ELS name. You may be contacted by phone by recruitment personnel based in either Canada or New York. Work Shift:Job Description:Responsible for leading the After the Sale Service department. Provides leadership to facilitate Service staff's ability to meet departmental objectives. Monitors workload requirements and maintains appropriate staffing requirements. Designs & implements service initiatives to achieve quick turn around on field issues and proper notification and escalation of issues to internal departments. Enforces current service policies and approaches and monitors them for appropriateness. Provides recommended revisions to Director when changes are needed. RESPONSIBILITIES:Performance Management for all direct reports.Develop the skills of all direct reports. Supervise staff to achieve short- and long-term company and departmental goals.Maintain efficient workforce. Control staffing levels, turnover, morale, and productivity.Create an environment where employees can efficiently provide post sale service to dealers and end users in a timely fashion.Directs local and remote Service Staff to address after hours needs of our customers. Sets schedules and creates back up plans for off hours support.Directs local and remote Service staff on high profile customer back charge and warranty related issues to bring these to a timely conclusion.Attends other departmental huddles, communicates information from these meetings to direct reports in a timely manner.Monitors "GOAT" data for corrective actions and works in conjunction with AE/AtSS and QCIP Directors and other functional groups/departments to improve process capability.Monitors "GOAT" data for trends and works with relevant Reliability Team or Product Support Eng to address discovered issues.Serve on occasional intra-departmental and cross-functional teams throughout the year.Participating in after-hours customer support is required.Participate in the annual trade show as required.Participate in the semiannual rep meetings.Traveling into the field for high profile warranty and back charge issues may be required. Travel could be up to 15% of the time.Build trust and establish credibility at all levels within the companyProvide transformational leadership, using Vital Conversations and expectations of a Gorbel leader. Fully role model Gorbel behaviors, supervise and coach others to do the sameActively demonstrate the ability to constructively coach others and be receptive to being coachedManage and coach all elements of the Gorbel Performance Management System within the AtSS Team to ensure goal setting and alignment while carrying out the mid-year and year-end performance review processDevelop and maintain an environment that supports trust, teamwork, collaboration and empowerment/engagement of employees to provide an environment of continuous improvementUtilize lean tools to support continuous improvement activity within the department (A3, VSM, 6S, Kaizen, etc.)Develop & maintain standardized processes to ensure all customer inquiries are handled in an accurate and timely mannerMaintain in-depth working knowledge of the company's brands, systems, processes

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