National Service Organization Manager

Do you have the ability to create and oversee a national service network of independent service organizations and technicians to support the thousands of Pack Mule electric industrial vehicles and carts in service across the USA?
We are ready to take the next step to support our incredible customer base of Fortune 1000 industrial users. In order to support our "best in class" products, we need to provide "best in class" service to support our products with preventive maintenance, and both warranty and out of warranty service.
We realize this will be a big job and will require a highly skilled executive who not only has the necessary technical and management skills but also fits our culture of customer focus and continuous improvement (both personally and organizationally). Are you up to this challenge?
Are you a well-organized, disciplined and efficient executive in the automotive or similar service field with the ability to plan and realistically estimate the time required to complete projects and then to manage and complete them on time and budget?
Are you a good listener and fast learner with the ability to talk "consultatively and technically" with team members and customers?
We are a profitable and rapidly growing (50 year old), American, family owned and operated manufacturer of industrial, material handling equipment marketed under our own brands, headquartered in Scottdale, Georgia (just outside Decatur). Our products are recognized as industry leaders by discerning Fortune 1000 lean manufacturing and fulfillment companies that use our products in mision-critical applications and value their high performance, reliability and innovation. Check us out at www.packmule.com.
We are customer (end user) focused. Our customers are what we call "power users". By this we mean, large, multi-facility and often multi-shift durable goods manufacturers (GE, Kia-Hyundai, Trane, etc.) and wholesale/retail distribution companies (Fedex Ground, UPS, most automotive after-market parts distributors, etc.) that depend on the products we make to accomplish mission critical tasks and who focus on and measure productivity and ROI. Our products are positioned to be the clear product of choice to power users. And we work closely with power users to understand their needs and to address those needs with highly configured and customized products. In fact, some of our best product innovations have evolved from our efforts to solve individual customer problems.
Currently, we support the users of our products in the field through a loose network of forklift dealers, but we are concerned that the quality of service is not as consistent as standard of customer support demands. Making the transition to a well managed, highly responsive network will be a challenge, as we recognize. However, we believe that the right person is out there looking for the right challenging opportunity such as this.
If you believe that you can fill this challenging position, we'd like to hear from you. Ours National Service Manager will report to our VP-Operations, work closely with members of our leadership team, such as our CEO and key members of our Production, Materials, Engineering, Sales, & Marketing Departments, to implement an outstanding national service network.
Strong mechanical apptitude, including both mechanical and electrical competencies;
Proven hands-on, executive level working experience in management of a customer focused service organization in a similar field;
Strong verbal and written communication skills and ability to work very well with others;
Self-motivation, drive, resourcefulness as required to get the job done on time and above expectations;
Strong organizational skills, attention to detail and ability to coordinate multiple tasks; and
Strong project management abilities.

Success Factors
Learn about our products, the needs they service and the field support needed to keep them running.
Develop new, innovative material handling equipment in close collaboration with the Sales and Marketing, Production and Purchasing Teams and other members of the Engineering Team.
Develop and implement plan to recruit and on-board independent service providers, including qualified candidates from among our many material handling dealers across the country.
Assist, as required, in developing product literature and support documentation such as product and instruction manuals, wiring diagrams, and instructional troubleshooting or maintenance videos.
Organize and improve our internal abilities to respond with technical support when customers contact us for assistance.
Provide 3rd level technical support to customers, as required. Provide training and materials to customer service and sales so they can handle as many technical issues as possible, without having to go to engineering.
Collaborate closely with other departments as necessary to exceed customer expectations and set us apart from competition
Demonstrate values and a positive "can-do" attitude which are aligned with, and enhance our values and culture.

Attractive base, benefits package and bonus program tied to performance.

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