JobWatch

1+ months

Inside Service Manager

Kelly Services
Conyers, GA 30013
**Title:** Inside Service Manager


**Location:** **ONSITE Conyers, GA or Richmond, VA**


**Pay Rate:** $100k-$110k/yr. + 10% yearly bonus


**Duration:** Direct Hire


**Job Description:**


_Providing Expert Remote Technical Support for Delivered Product_


+ Provide technical support to customers, channel partners and other functional departments to improve knowledge and resolve issues related to operation, installation, troubleshooting and maintenance of DFR products

+ Drive first contact resolution

+ Support Sales team, as needed, in addressing product complaints, questions, and resolutions

+ Help with training channel partners, Customers and internal departments on service practices and methods

+ Creating a steady pipeline of talent to ensure seamless Customer Experience for years to come


_Acting as Internal Escalation Point for Technical Support_


+ Helping develop an escalation protocol for internal stakeholders to facilitate speed and accuracy of Customer requests through internal channels

+ Working directly with Engineering and other departments when collaboration is needed to fulfill internal requests for information

+ Represent Service function in new product development initiatives and field trials (design, deployment, data collection, analysis, report-out, coordination with other functions)

+ Participate in and support process improvement initiatives


_Coordination of Issue Resolution_


+ Coordinate activities related to problem resolution between quality, warranty, engineering, and sourcing departments

+ Represent Service function in quality improvement processes and initiatives (Quality Board)

+ Help design and deploy field programs (i.e., related to epidemics), including coordinating execution, data gathering, report generation, results tracking, and communication to stakeholders, etc. including coordinating with internal functions and external parties (i.e., Customers, contractors, suppliers)

+ Inform internal and external stakeholders about service concerns and / or solutions via technical reports / field bulletins


**Required Skill(s):**


+ Adept at using customer contact technology and software telephony systems (InContact Preferred), CRM (Salesforce Highly Preferred)

+ Significant technical knowledge of commercial refrigeration applications and industry

+ Ability to coach / mentor technical associates and ability to lead remotely

+ Superior ability to communicate both externally and internally

+ Decisive and able to be the clear and confident voice when faced with ambiguity

+ Uses Voice of Customer (VOC) and data / metrics to drive improvements

+ Comfortable managing multiple projects

+ Strong sense of urgency and commitment to resolving Customer issues


**Required Experience:**


+ 5+ years in a manufacturing environment

+ 5+ years managing geographically dispersed teams of 10 or more

+ Commercial Refrigeration Experience a plus

+ After Sales Support Experience


**Education:**


+ Bachelors degree

+ 10+ years managing technical support teams


**PLEASE NOTE:** This position is not being handled by the local branch. If you or someone you know are interested, please reply to this posting or email updated resume to Brianna.Metzler@Kellyservices.com


**You should know:** Your safety matters! Vaccination against COVID-19 may be a requirement for this job in compliance with current client and governmental policies. A Kelly recruiter will confirm and share more details with you during the interview process.


**Why Kelly** **** **?**


As a worker today, its up to you to take charge of your career and look for opportunities to learn, grow, and achieve your potential. Helping you find whats next is what were all about. We know whats going on in the evolving world of workjust ask the 440,000 people we employ each year. Connecting with us means getting the support, guidance, and opportunities needed to take your career where you may have never imagined.


**About Kelly** ****


At Kelly, were always thinking about whats next and advising job seekers on new ways of working to reach their full potential. In fact, were a leading advocate for temporary/nontraditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live (plus, did we mention we provide a ton of benefits ?). Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world.


Kelly is an equal opportunity employer committed to employing a diverse workforce and providing accommodations for people with disabilities in all parts of the hiring process as required under its Employment Accommodation Policy. Kelly will work with applicants to meet accommodation needs that are made known to Kelly in advance.
Posted: 2021-10-18 Expires: 2021-12-20

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Inside Service Manager

Kelly Services
Conyers, GA 30013

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