Director of Customer Service(Parts/Service/TT

The Director of Parts & Service plans, organizes, and controls the activities for the Parts Warehouse & Service departments. The purpose is to ensure that the Part & Service Departments are profitable, by improving processes and efficiencies.

JOB RESPONSIBILITIES

The Director of Parts & Service primary responsibilities include, but is not limited to, the following:

Parts & Service

• Oversees and manages the Parts and Service Departments.
• Measures, evaluates, and improves parts & service departments & initiates training to further develop the personnel & processes.
• Identifies issues related to parts/service and customer satisfaction.
• Meet regularly with parts warehouse & service management to review, analyze, and develop actionable plans for productivity.
• Maintain a high Customer Service Index (CSI) rating by handling customer complaints immediately and appropriately.
• Hires, train, motivates and monitors the performance of the service, parts and prep departments.
• Prepares and administers an annual operating budget for the departments of responsibility, reviews and approves plans for budget control.
• Manages and improves the knowledge base to increase productivity.
• Plans and develops policies and procedures for on-site installation, testing, maintenance, and troubleshooting.
• Drive customer support and user experience to achieve financial performance.
• Provide monthly reports on parts and services performance.
• Assess call activities and identifies, communicates, and escalates opportunities for improvement.
• Support company objectives and business plan
• Reviews and approves the implementation of organizational plans that support the Parts Product
• Presents monthly reports on parts and service performances as requested by the Executive Team
• Manage the daily dealer support requirements for parts & service customers.
• Keeps employees informed of company plans and progress.
• Establish and maintain appropriate communications within area of responsibility.
• Manages performance of managers and provides feedback as necessary.
• improve the process & reduce the backorder to a decent level in order to satisfy the dealers.
• Makes customer satisfaction a department priority, ensuring that service and parts personnel are courteous and respectful in their interaction with customers.
• Establishes and maintains good working relationships with internal and external customers to encourage repeat and referral business.

TTI(TYM Technologies Center)

• Coordinate and ensure training practices and procedures are practical, accurate and measurable
• Acquire brand and products, tools, services and procedures knowledge
• Be an expert in terms of customer handling processes and contact center coaching techniques
• Identify and work closely with subject matter experts to design, develop, and refine engaging programs in various formats (documentation, live and virtual facilitation, online asynchronous, video, as needed) to meet the needs of the learner population
• Identify additional on-going training needs and work with Learning Services team to develop programs and materials to meet those needs
• Detect training needs of the contact center staff /dealers based on monitoring and feedbacks from team
• Ensure that all information is properly assimilated and used by the center staff
• Delivers and facilitates structured training and development programs in support of the company’s sales training plan, targeted objectives and brand essence
• Works with the training management team to effectively address attrition issues with internal staffing and dealer
• Create and maintain a regional training network
• Set up and align training and administration processes for the region
• Oversees the primary activities of Training Specialists to ensure completion of tasks and attainment of departmental goals
• Manages scheduling and coordination of training dates, training rooms and equipment
• Maintain training record for each individual employees
• Ensure that monthly training reports are completed as needed

EDUCATIONAL AND PHYSICAL REQUIREMENTS

• Bachelor of Science in Engineering or Business Management discipline.
• Technical background and knowledge of tractor or automotive parts, processes, and products is highly preferred.
• A minimum of 5 years in a manufacturing or distribution company, with the responsibilities of product support, purchasing, inventory control, production control, and engineering, as well as shipping, receiving, and warehousing.
• Sound administrative skills and well-developed management skills, including principles and people management.
• Knowledge and experience with the following computer applications: Microsoft Word, Excel, Outlook, CRM and other applications are plus
• Strong analytical, numerical, and reasoning abilities.
• Participative management type—advocates team concept.
• Well-developed interpersonal skills and the ability to get along with diverse personalities.
• Ability to establish credibility and be decisive while recognizing and supporting the organization's preferences and priorities.
• Ability to analyze information of staff KPIs performance , sales performance and QA score, identify, report problems and develop staff improvement plans
• Ability to work in matrix, multi channel and complex environment
• Planning and development of training schedules and class room utilization
• Acceptable communication skills, written and verbal.
• Results-oriented with the ability to balance other business considerations.

This job description reflects management’s assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned. This job description also does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of job change.

TYM-North America is an Equal Opportunity Employer that is committed to Diversity and Inclusion in the Workplace.