**SUMMARY**:Directs and guides the activities of all off highway service jobs to ensure appropriate quantity and quality of unit, engine, and/or equipment repairs.
Works directly with customers, in person or on the phone, in concert with technicians to maximize sales opportunities, schedule work into the shop, and provide excellent customer service by supervising and/or performing the following duties.
**ESSENTIAL DUTIES AND RESPONSIBILITIES** include the following.
Other duties may be assigned.
Oversees the daily functioning of the field service department by assigning technicians to incoming jobs based on skills, abilities and availability.
Monitors the ongoing status of all jobs being performed in the field or in the shop to ensure that problems are dealt with efficiently.
- Builds and maintains customer relationships.
- Communicates with the customer, either by phone or in person, to determine customer's concerns, problems or needs - present and future - while maintaining a high degree of professionalism.
Closely monitors the individual efficiencies of all technicians for problem areas, counseling them on a regular basis in order to remove obstacles to improved performance and personal growth.
Promotes technicians in a timely manner as successful performance is achieved.
- Evaluates the skills and abilities of all technicians and discusses their progress with them on a regular basis.
Makes training available to all technicians to keep them current with new technology and for career advancement opportunities.
Maintains detailed status reports in the computer on all open jobs to facilitate communication between W. W. Williams and the customer and between various technicians that may work on the same job.
- Investigates in advance of a repair by using the manufacturers' computer systems whether a product is under warranty coverage, and/or during the repair, whether the type of failure will be covered by the manufacturer under their warranty provisions.
- Initiates work orders in the computer by gathering important details regarding the customer and the equipment being serviced, including warranty and/or billing information and developing the customer complaint to aid in diagnosis.
- Stays in close contact with customers during the course of the transaction and documents all communications with the customer including price quotes, authorizations received, payment terms and special customer requests.
- Ensures all services are accurately invoiced and customer payments in any of the acceptable forms, assuring that credit and warranty policies are followed, are fully applied.
Verifies all worked performed and documented on the field reports to be of the highest quality and confirms that the technician write-up is sufficient to create a customer invoice or to file a warranty claim.
Makes sure that warranty parts and/or cores taken from the jobs are returned to the proper staging area for return to suppliers.
Works closely with the field service staff and outside vendors to set the customer's expectation of cost and timeframe of the completed repair.
Responsible for the preparation of cost estimates (including parts and labor) in situations not covered by pre-established quoting guides.
- Matches customer needs with W. W. Williams product and service offerings and proposes solutions, maximizing customer satisfaction and sales opportunities.
- Makes outbound sales calls to potential and existing customers to qualify leads and sell products and services.
- Overcomes technical and business objections of prospective customers.
Maintains a safe working environment by ensuring that technicians are complying with all EPA and OSHA regulations, conducting regular safety meetings, quickly reporting and repairing any EPA, OSHA or Williams' policy violations, and taking any other action necessary to prevent injury.
**COMPETENCY**:
To perform the job successfully, an individual should demonstrate the following competencies:
**Analytical** - Collects and researches data; Uses intuition and experience to complement data.
**Problem Solving** - Identifies and resolves problems in a timely manner.
**Technical Skills** - Strives to continuously build knowledge and skills, keeping up with a growing line of product offerings.
**Customer Service Skills** - Manages difficult or emotional customer situations; Responds promptly to customer needs.
**Oral Communication** - Listens and gets clarification.
**Written Communication** - Writes clearly and informatively; Able to read and interpret written information.
**Business Acumen** Demonstrates knowledge of market and competition; Understands business implications of decisions.
**Adaptability** - Adapts to changes in the work environment.
**Attendance/Punctuality** - Is consistently at work and on time.
**Dependability** Prioritizes and plans work activities.
**Leadership** Inspires and motivates others to perform well; inspires respect and trust.
**Motivation** - Measu