Service Manager (Elkhart, Indiana)

Who We Are:

Lippert is a leading, global manufacturer and supplier of highly engineered products and customized solutions, dedicated to shaping, growing and bettering the RV, marine, automotive, commercial vehicle and building products industries. We combine our strategic manufacturing capabilities with the power of our winning team culture to deliver unrivaled customer service, award-winning innovation and premium products to all of our customers.

Why We are Different:

At Lippert, Everyone Matters. This is not just a tagline or empty promise; it is who we are. We have intentionally created a culture that values and celebrates our team members' unique and varied backgrounds, perspectives, and experiences. We strive to give our team members a deeper sense of purpose at work, and we continue to build a better work environment by aligning our cultural and business strategies with the needs of our team members.

What You will Get:

1. A unique, inclusive and supportive company culture.
2. Comprehensive benefit offerings including medical, dental, vision, 401k with employer match, vacation, and more!
3. Fair and competitive compensation.
4. Career development and mentoring and opportunities to grow.
5. Holiday, personal and vacation days.

Summary/Objective:

The Service Manager will work to fulfill requests by gathering information completing transactions and building relationships with customers.

Duties and Responsibilities:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Fulfills requests by clarifying desired information; completing transactions; forwarding requests
2. Maximize revenue opportunities through upselling avenues including maintenance and upgrade opportunities
3. Demonstrate an ability to know LCI products with a full understanding of how they mechanically relate to the RVs and the industry
4. Be knowledgeable of current and historical product operation, application, and troubleshooting
5. Serve and treat all customers with exceptional customer service and professionalism
6. Provide technical advice, service, and support to customers
7. Resolve problems by clarifying issues; researching and exploring answers, finding alternative solutions; implementing solutions; and escalating unresolved problems
8. Professionally handle all aspects of warranty evaluation, tracking, submission, and closure
9. Frequently utilizes good judgement to effectively conclude customer inquiries
10. Updates job knowledge through reoccurring product training sessions
11. Recognize, document, and alert the supervisor of trends of customer calls
12. Computer literate with the ability to learn customer service software applications
13. Professional verbal and written communication skills
14. Build and maintain relationships with customers by having a keen awareness of the customer journey and continuously strive to make the journey as positive and profitable as possible
15. Conduct self as a team member with co-workers to foster a healthy and professional working environment
16. Manage all day to day needs of Lippert's Lamination and Shade Service Team for Plants 058, 148, and 163 along with managing product returns.
17. Facilitate morning Tier 1 meetings with techs at either Plant 58 or Plant 148 to give appropriate focus and priority to the scheduled service calls for the day. This will include but not be limited to a system download of prioritized service calls.
18. Manage and disposition incoming service and returns requests daily. Requests can be submitted from sales, inside sales, operations, and the Lamination and Shade leadership team.
19. Provide communication with quality teams, OPS/Production Teams, and Sales Teams on a regular basis regarding on going quality issues.
20. Support the service teams and Lamination and Shade quality teams in gathering information for root cause analysis for service and return issues.
21. Provided communication to customers and sales with respect to actions that are in process to address quality issues in the field.
22. Schedule and manage priorities for all service work orders and requested returns analysis to be performed via Salesforce. This includes scheduling returns to be inspected by Service, relaying preliminary information from what recommended actions are te be taken, and communicating approvals or denials in a professional manner.
23. Perform data analysis on history of service and returns in support of customer communication and / or prioritization activities as directed by the Lamination and Shade quality leadership team.
24. Communicate as needed throughout the day any changes in priority that will be required for successfully completing service work orders in a timely manner.
25. Order any parts required for service to complete service work orders working closely with production schedulers. Monitor progress of requested / ordered parts throughout the day to help prepare the service plan for the following day.
26. Manage the Plant 058, 148 and Plant 163 Service Log and Returns $$ summaries and provided plant level communication regarding the previous days activities and critical actions / issues.
27. Support plant quality leads in gathering critical information from the field that can be actionable with the Operations Team.
28. Conduct customer visits as requested from the Sales Team, Quality Team, and OPS team. These customer visits can include but are not limited to: GEMBA walks, investigation of issues that are happening due to customer's handling of product, provide messaging to the customers reassuring that the service team and operations teams will service their needs.

Working Conditions:

1. This position requires an equal balance of time spent working in an office environment and in the field with customers. Field work may involve visiting customer sites, conducting on-site assessments, and supporting operational needs as required.
2. May sit for several hours at a time.
3. Prolonged exposure to computer screens.
4. Repetitive use of hands to operate computers, printers, and copiers.

Qualifications:

1. Minimum of a high school diploma or GED.
2. Computer proficiency in computer programs like Excel spreadsheets and Word documents.

Competencies:

1. Communication Proficiency/Coaching
2. Organizational Skills
3. Initiative
4. Time Management
5. Process Improvement
6. Decision Making
7. Quality Management/Control

Supervisory Responsibility:

This position will have direct reports.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly talk and listen. This position is not very active when it comes to movement and requires a lot of typing and sitting in a chair.

Position Type/Expected Hours of Work:

This is a full-time salary position and the expected work hours are 40 hours per week, Monday through Friday; weekend and overnight work may be necessary.

Travel:

Travel would be minimal. However, occasional on-site visits to customer locations may be required.

Preferred Education and Experience:

1. Knowledge of customer service principles and practices
2. A basic knowledge of Microsoft Office - (Word, Excel)
3. Previous customer service experience with call center. 1-2 years preferred
4. Management/Leadership experience.

Additional Eligibility Qualifications:

1. Articulate oral and written communication skills with the ability to communicate with a wide variety of customers by telephone, electronically, or face to face
2. Ability to utilize all available resources including co-workers
3. Able to interpret customers' description of their Coach problems and translate those into clear instructions for the service technicians
4. Strong technical aptitude
5. Communication skills are required to connect staff and customers for a positive customer service experience
6. Ability to maintain a professional demeanor and positive attitude at all times
7. Demonstrate experience in sequential processing - utilizing multiple software programs and talking on the phone
8. Ability to assess and evaluate the work of technicians
9. Knowledge of company policies and procedures
10. Ability to reflect LCI core values in both customer interaction and the interaction of co-workers
11. General RV product knowledge
12. Ability to lead a team of 8-10 Technicians
13. Proficient in use of computers, tablets, and Microsoft Office
14. Familiarity with production scheduling systems (D365, etc)
15. Familiarity with PowerBi or other web based data anaylictics tools
16. Flexibility with schedule based on customer production needs

Work Authorization/Security Clearance

Must be legally authorized to work in the United States.

Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the Team Member for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Lippert provides equal employment opportunity to all team members and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, ancestry, age, genetic information, disability, citizen status, protected veteran status, military service, marital status or any other legally protected category as established by federal, state, or local law. This policy governs all employment decisions, including recruitment, hiring, job assignment, compensation, training, promotion, discipline, transfer, leave-of-absence, access to benefits, layoff, recall, termination and other personnel matters. All employment and personnel-related decisions are based solely upon legitimate, job-related factors, such as skill, ability, past performance, and length of service with Lippert.

Lippert's strong commitment to equal employment opportunity requires a commitment by each individual team member. Compliance with the letter and spirit of this policy is required of all team members. Violations of this policy should be immediately reported to your leader or to any member of leadership. Team members who violate this policy will be subject to disciplinary action, up to and including termination of employment.

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