Location: Anaheim, CA
Company: Waev
particularly in the low-speed vehicle (LSV) sector. The company manages renowned brands such as GEM, Taylor-Dunn, and Tiger, each with a significant history and market presence. GEM is known for its 25-year leadership in the LSV market, Taylor-Dunn for 70 years of industrial vehicle excellence, and Tiger for its ground support applications since 1981.
Technical S ervice and Parts Manager The Technical Service and Parts Supervisor will be a key member of our organization, responsible for delivering a best-in-class customer service experience related to technical service, warranty, and parts support for Waev Inc dealers and customers. The ideal candidate will have a strong technical background
, highly motivated, excellent leadership skills, a passion for customer service, and a track record of implementing effective customer service strategies.
Team Leadership: - Lead, motivate, and mentor a team of Technical Service, Warranty, and Parts Support representatives. - Foster a positive and collaborative team culture that prioritizes customer satisfaction. - Provide ongoing training and development to enhance the team's communication, problem-solving, and customer service skills. Customer Service Strategy: - Develop and implement customer service strategies to meet organizational goals and objectives. - Analyze dealer/customer feedback and industry trends to identify areas for
improvement. - Collaborate with cross-functional teams (operations, engineering etc.
) to ensure alignment of customer service initiatives with overall company objectives. Operational Management: - Oversee the day-to-day customer operations of both the technical service support, warranty, and parts support departments. - Monitor and manage phone lines, cases, emails, chat, and other customer communication channels to ensure timely and effective resolution of inquiries. - Utilize Salesforce and other tools to optimize case workflow and enhance team efficiency related to customer/dealer support. Performance Metrics: - Establish and track key performance indicators (KPIs) to measure and improve customer service performance in Technical Service, Warranty, and Parts Support teams.
- Analyze case and call data to identify trends and areas for improvement, implementing strategies to address customer pain points. Customer Satisfaction: - Implement and monitor customer feedback mechanisms, ensuring a consistent and positive customer experience. - Work collaboratively with other departments (e. g. engineering, operations, etc. ) to address systemic customer issues and implement long-term solutions. Training and Development: - Develop and implement training programs to enhance the technical and soft skills of tech service, warranty, and parts reps.
- Develop standard work for each area that tech support, warranty, and parts reps can follow. Travel Requirement: - Limited to 25% or less, primarily for dealer interactions, training, and industry events. Working Conditions: - Fast-paced office/manufacturing/warehouse environment. - Prolonged periods of sitting. Other duties as assigned. Qualifications: - Bachelor's degree in business administration, management, engineering, or a related field is preferred. - 10+ years of vehicle-related technical service experience with automotive, heavy equipment, aerospace, and/or construction equipment service functions; including experience with vehicle diagnostic technologies, service operations, and customer engagement is required.
- At least 7 years of leadership experience with a proven track record of coaching, team building, conflict resolution, cross-functional leadership, and people management for high-performing teams at an enterprise level is required. - Ability to develop, lead, collaborate, influence, and coordinate activities in a cross-functional, team-oriented environment to deliver vehicle diagnostic technology applications and technical service solutions.
- Ability to take charge and orchestrate work, facilitate decisions, and collaborate across all levels of leadership to drive results and champion growth initiatives to scale. - Proficiency in PC skills - Salesforce (or Similar CRM), Excel, Power Point, Outlook, Visio. EEO Statement Waev Inc is an Equal Opportunity Employer and will make all employment-related decisions without regard to race, color, religion, creed, interaction, interactionual orientation, gender identity, national origin, age, disability, marital status, familial status, status with regard to public assistance, membership or activity in a local commission, protected veteran status, or any other status protected by applicable law.
IT jobs refer to positions focused on the development, implementation, support, and management of computer-based information systems. These roles often require skills in programming, system analysis, hardware and networking, database management, and cybersecurity. Characteristic features of IT jobs include a strong emphasis on problem-solving, continual learning to keep up with rapid technology changes, and the potential for remote work given the digital nature of the field. IT professionals might work in various industries, from tech corporations to financial services, health care, and government sectors.
IT jobs refer to positions focused on the development, implementation, support, and management of computer-based information systems. These roles often require skills in programming, system analysis, hardware and networking, database management, and cybersecurity. Characteristic features of IT jobs include a strong emphasis on problem-solving, continual learning to keep up with rapid technology changes, and the potential for remote work given the digital nature of the field. IT professionals might work in various industries, from tech corporations to financial services, health care, and government sectors.
IT jobs refer to positions focused on the development, implementation, support, and management of computer-based information systems. These roles often require skills in programming, system analysis, hardware and networking, database management, and cybersecurity. Characteristic features of IT jobs include a strong emphasis on problem-solving, continual learning to keep up with rapid technology changes, and the potential for remote work given the digital nature of the field. IT professionals might work in various industries, from tech corporations to financial services, health care, and government sectors.
goal. The candidate will work in a small team, at our corporate office in Anaheim, and support 300+ users (both onsite and remotely for branch offices) throughout the United States. Minimum Requirements: Minimum 2+ years IT support experience in Helpdesk/Technical support environment Proficient in PC hardware including setups, repairs, upgrades, re-imaging, reinstallation of Windows PC's (Dell/HP PC experience preferred) Installation, upgrading, troubleshooting, and repairing of Windows OS Experience with Active Directory, Group Policies, enable, disable, unlock accounts, reset passwords, join PC's to domain.
Scanning/cleanup of viruses, spyware and malware. Basic networking experience
with DHCP, DNS, and using tools like " ping" to troubleshoot basic connectivity problems. Ability to support end-user software applications (off-the-shelf and proprietary) Ability to troubleshoot basic network printer issues.
In addition to the requirements above, the ideal candidate will have/be: Great customer service skills Great verbal and written English communication skills. Great support skills over the phone Desire to be helpful at all times to end-users and other IT staff Above average multi-tasking skills and abilities. Neat in physical and dress appearance. Maintain professionalism at all times even if the end-user doesn't. Excellent troubleshooting and problem solving
skills and abilities. Experience with creating and deploying PC images (Acronis, Ghost, etc) Experience with remote support software (Screen Connect, RDP, VNC) Experience with Helpdesk ticket tracking systems (Spiceworks, etc).
Ability to lift/move 50 pounds such as computers, printers, fax machines Ability to follow-through and create/maintain how-to documentation and for common issues/resolutions. Ability to troubleshoot client-side MS email/exchange problems. Ability to research issues, access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution. Experience with email support for Smartphones (Android/IPhone/Blackberry) a plus Beneficial Education and Experience: Microsoft certifications Backup concepts Anti-virus software VMware and virtualization Microsoft Office and Sun/Oracle Open Office Please include a cover letter along with your application.
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