Supervisor Technical Support & Technical Support West

Part of Dover Corporation's Engineered Systems segment, Vehicle Service Group (VSG) is a strong, diverse and dynamic global leader in the vehicle service industry. VSG comprises 13 major vehicle lifting, wheel service, diagnostic and collision repair brands: Rotary Lift, Chief, Forward, Direct-Lift, Ravaglioli, Hanmecson, Revolution, Elektron, Blitz, Nogra, Butler, Space and Sirio.

SUMMARY:

Leads team through active participation and direction of team activities. Respond to diverse customer needs through effective telephone and written correspondence. Provide support to CSCs and CS Manager, execute necessary reporting responsibilities and perform related field reporting problem analysis.

ESSENTIAL JOB FUNCTIONS INCLUDE:

1. Lead CSC team activity to ensure continual improvement to service level to customers, sales force, and internal customers.

2. With direction from supervisor, and in conjunction with other team leaders, schedule team member vacations and training. Manage changes in staffing levels and responsibility distribution.

3. Communicate and enforce company policies and procedures and business matters to team members, management and other affected people. With input from the team, identify opportunities for continuous improvement.

4. Participate with supervisor in the yearly performance appraisals of team members. Provide continuous performance counseling to team members throughout the year.

5. Identify to supervisor the need and nature of disciplinary actions for team members.

6. Coordinate all aspects of order preparation through use of telephone, fax and mail for finished product and parts orders, with emphasis on detail and accuracy.

7. Respond to telephone calls, mailed and faxed requests, and effectively address customer needs and handle job related inquiries from manufacturer's representatives.

8. Responsible for providing training to new CSCs

9. Initiate outgoing calls as required to follow up on customer requests and clarify customer expectations.

10. Generate no charge and memo orders to correct field problems, replace faulty parts under warranty, etc.

11. Initiate credit requests as required.

12. Initiate return goods, (RG's), research and expedite unauthorized returns, and follow through on final disposition.

13. Analyze warranty claims, process invoices, maintain follow up files and communicate results to Operations.

14. Maintain and promote information on various sales programs (i.e. competitive discounts, special promotions, stocking programs).

15. Handle any problems regarding payment of commission and commission changes.

SUPERVISORY RESPONSIBILITIES:

Manages assigned VSG brand customer service function. Responsible for the overall direction, coordination, and management of that group. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Key development drivers include:

* Leads by example and demonstrates fair, firm and consistent treatment of all employees. Builds and sustains honest relationships with staff. Manages department by interaction and clear communication. Assures a safe work environment.

* Takes an active role in developing and facilitating desired behaviors (ethics/work standards, communication, teamwork, continual improvement, accountability) in his/her employees.

* Takes ownership of evaluating his/her organization to assure the right people with the right skills are in the right jobs. Uses the Predictive Index tool to understand and identify employee needs.

COMPETENCIES:

To perform the job successfully, an individual should demonstrate the following competencies:

* Analytical - Synthesizes complex or diverse information; Designs work flows and procedures.

* Accountability: Accepts responsibility and accountability for both the strategic planning and the successful implementation of all projects/programs/duties as outlined in this job description. Demonstrates a sound balance between quality and quantity of work while maintaining a sense of urgency toward completion.

* Continuous Improvement & Problem Solving - Identifies and resolves problems in a timely manner. Performs root-cause analysis and implements viable, permanent solutions to global issues. Uses technical/analytical abilities to assure existing work practices are the most efficient and cost effective possible.

* Visionary Leadership - Displays passion and optimism; mobilizes others to fulfill the vision; Provides vision and inspiration to peers and subordinates.

* Cultural Awareness - Demonstrates awareness and sensitivity to global cultural differences. Works comfortably in a myriad of environments. Promotes and supports corporate diversity initiatives.

* Change Management - Develops workable implementation plans; Builds commitment and overcomes resistance.

* Delegation - Sets expectations and monitors delegated activities.

* Strategic Thinking - Develops strategies to achieve organizational goals; Understands organization's strengths & weaknesses; Analyzes market and competition; Identifies external threats and opportunities; Adapts strategy to changing conditions.

* Ethics & Work Standards - Maintains the highest ethical and work standards, while promoting the same attributes in subordinates, business partners, and vendors.

EDUCATION AND/OR EXPERIENCE:

Requires skills and abilities consistent with a four year college degree in Business or Marketing, or commensurate experience in customer service or sales related field. Three to five years work experience in customer service or sales related field is required.

COMMUNICATION SKILLS:

Ability to read, analyze, and interpret complex documents. Ability to respond effectively to sensitive inquiries or complaints. Ability to make effective and persuasive speeches and presentations on controversial or complex topics to top management, public groups, and/or boards of directors.

LANGUAGE SKILLS:

Foreign language skills are a plus.

COMPUTER SKILLS:

To perform this job successfully, an individual should have knowledge of AS400 and PRMS or related business systems software; thorough understanding of Microsoft Project and MICROSOFT OFFICE SUITE IS REQUIRED.

TRAVEL:

Must be willing to travel as necessary. The above description represents a general synopsis of the principal functions of the job and should not be construed as a comprehensive listing of all requirements that may be inherent in the job.

We consider several job-related, non-discriminatory factors when determining the pay rate for a position, including, but not limited to, the position's responsibilities, a candidate's work experience, a candidate's education/training, the position's location, and the key skills needed for the position. Pay is one of the Total Rewards that we provide to compensate and recognize employees for their work.

Benefits: Our total rewards package for eligible team members also includes: a 401(k) savings plan with employer contributions; medical, dental and vision insurance; wellness programs; health savings account, health care and dependent care flexible spending accounts; company paid short-term disability and long-term disability; company paid employee basic life and AD&D insurance; supplemental employee and dependent life insurance; optional accident, hospital indemnity and critical illness insurance; adoption, surrogacy, and fertility benefits and assistance; commuter benefits; parental, military, jury duty, and bereavement leaves of absence; paid time off, including 11 paid holidays per calendar year, paid vacation days beginning at 80 hours annually, 24 paid sick leave hours annually or as provided under state and local paid sick leave laws, tuition assistance; business travel services; employee discounts; and an employee assistance program that includes company paid counseling sessions and legal services. Eligibility for benefits is governed by applicable plan documents and policies.

All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.

Attention Applicants: If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, please let us know. Likewise, if you are limited in the ability to access or use this online application process and need an alternative method for applying, we will determine an alternate way for you to apply. Please contactaccommodations@vsgdover.com for assistance with an accommodation. Kindly specify Job Requisition Number / Job Title and Location in response.

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