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Customer Service Manager-San Antonio, TX

San Antonio, TX, US

POSITION SUMMARY
Manages the Customer Service support center for field service personnel who perform on-site routine services including installation, maintenance, and repair. Oversees the scheduling and training of office support staff. Responsibilities include directing support services, supporting field representatives, processing transactions for field and handling service contracts.  Will rely on extensive experience and judgment to plan and accomplish goals. Will lead and direct the work of others with a wide degree of process creativity and latitude being expected.

The candidate will have a proven track record in managing, motivating, and developing people, a demonstrated ability to establish and accomplish goals and priorities through standardized processes, and the ability to recognize, develop, and utilize resources and achieve outcomes that consistently exceed customers' expectations.

 

Primary Responsibilities:

  • Effectively coach, train, and develop all direct reports. Drive continuous improvement through company performance management process.
  • Establish a cost-disciplined culture within Field Service. Maintain all expense budgets at or below established targets. Manage daily/monthly billing and the AP/AR for the field service business.
  • Responsible for health, safety and environmental (HSE) compliance with the assigned team. Will be expected to lead the safety initiatives within the office.
  • Ensure all operations compliance measures (including SOX) are in place and in accordance with the Terex Way Values and Code of Conduct. Instill measurement and control systems to monitor and improve performance.   Proactively engage in corrective action in deficient areas.
  • Will be responsible for developing and maintaining KPI’s (revenue billed, margin, backlog, etc) for the Field Service organization.
  • Will be responsible for improving the business through creation and standardization of SOP’s as well as standard work.
  • Facilitate and manage trainings needs and completion of training activities within the Field Service organization.
  • Will be the point of contact for all new hire onboarding within Field Service. Will facilitate onboarding activities to ensure each new Team Member receives everything needed to be successful.
  • Manage Field Service commercial fleet daily activities and DOT compliance records.

 


Skills/Competencies:

  1. Safety – the safety of our Team Members is our most important objective. Driving a safety culture to our team members and ensuring the daily, weekly and monthly safety standard work is fulfilled is imperative
  2. Continuous Improvement – we must strive to continually improve our capabilities and eliminate waste from our business processes. Utilizes Lean methods, tools and training to help achieve business objectives
  3. Customer Satisfaction – all of our actions and processes flow from customer needs. Customer responsiveness is priority and must be delivered with speed and accuracy.  Consistently meeting customer expectations is the minimal requirement. Continually investing in the development of our team members and processes to deliver Customer Satisfaction that exceeds expectations is our desired state.
  4. Team Member Engagement – we strive to be the Best Place to work in our industry. Team Member Engagement is at the heart of this, as it ensures that employees understand and are committed to the organization’s goals and core values while serving to enhance their own sense of well-being and personal contributions towards those goals. A regular cadence of communication must be established through daily, consistent, engagement with the team.

 

Business Acumen – a high degree of business acumen is required. Our leaders are empowered and expected to make sound business decisions in the day-to-day running of the business that are in accordance to the company objectives and values.
 
Basic Qualifications:

 

  • High School Diploma or GED
  • Bachelor's Degree or 5+ years’ experience working in cross-functional teams or groups
  • 5+ yrs. experience in Supervision/Leadership

 
Preferred Qualifications:

 

  • Excellent communication skills both oral and written
  • High level of proficiency with MS Office suite: Word, PowerPoint, Excel, and experience with ERP systems.
  • Experience working in a Field Service or complex customer service organization
  • Demonstrated ability to motivate and develop others
  • Leadership skills are critical. Individual must be able to work and engage across all levels within the organization. Demonstrated ability to manage cross functional teams.
  • The ability to thrive in the tactical day-to-day as well as participate in the development and execution of the overall strategy are a must. Long term vision, planning and execution capabilities are required for success.
  • Analytical mind is needed to determine which priorities have the greatest value for our customers and ROI to the business.
  • Knowledge of the importance of standardization and experience in leading groups and organization build standardized work at various levels.
  • Excellent time management and multi-tasking skills

 

Location: US-TX San Antonio HR 

Department: Customer and Product Support 

Job ID: 8430 

 

Terex Overview:

Terex Corporation is a $4.5 billion, publicly traded global manufacturer of lifting and material processing products and services. The company is passionate about producing equipment that improves the lives of people around the world. Terex operations are global, yet each office or factory is a close-knit community. Terex provides team members with a rewarding career and the opportunity to make an impact. The company values diversity and inclusion, safety, integrity, respect, servant leadership, courage and citizenship. It encourages continuous improvement and offers free courses available through Terex University. Women@Terex provides a supportive network for Terex women in their jobs and careers. It’s an exciting time to be part of the expanding manufacturing sector. Terex is a place where you can work and grow. Come talk to us!

 

Additional Information:

It is the policy of the company to attract and retain the best qualified employees. We are committed to providing employment opportunities to the most qualified internal or external candidate based on work-related factors and without regard to non work-related factors including race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, or veteran status as a special disabled veteran, Vietnam Era Veteran, or other qualifying veteran.

 

The Company offers competitive salaries, advancement opportunities, and a full range of benefits, including paid vacation, 401(k), medical, dental, and vision.

 

Terex Corporation is an Equal Opportunity Employer and Affirmative Action Employer M/F/D/V.

 

TRSR1234


Nearest Major Market: San Antonio