Website Mellott
Job Scope:
Responsible for administration of activities in the Service Sales departments. Maintain the relationship with the customer including warranty claims and resolution.
Essential Duties:
Service Market Coverage & Expansion.
Maintenance and development of long-term service department customer relationships
Commitment to highest level of Customer Satisfaction (Internal/External Customers)
Warranty Administration. Obtain 100% warranty recovery.
Development of effective service support processes for internal and external customers
Preparation of service quotes
Manage quotes, quote follow ups and purchase orders. Resolve any discrepancies.
Service order management (work orders, scheduling, parts orders & procurement, order status monitoring, change order management, customer communications, cost, and schedule control etc.)
After Service 30, 90, 180 days follow ups.
Achievement of short- and long-term business goals
Assist in developing Service Promotions.
Develop and monitor Service Business KPI
Frequent supplier interaction. Establish performance KPI for each supplier.
Enforce compliance to company policies and procedures.
Recruit, train, retain, reward service support personnel.
Raise Employee Engagement
Track stock levels
Estimate date of delivery to customer.
Build and maintain customer relationships.
Investigates and resolves customer problems with deliveries and service.
Secondary Duties:
Maintain a safe and clean work area.
Perform other duties as assigned.
Knowledge, Skills, and Abilities:
Excellent interpersonal and communication skills
Thorough knowledge of Microsoft Office and other computer applications
Good organizational skills
Proven Performance record
Willingness to travel up to 20% of time.
Education Requirements:
BS in business management or equivalent
Experience Requirements:
3-5 years of product support experience preferred.
At least one-year of customer service, sales, or warehouse experience required.
Physical Requirements:
Individual must be prepared for:
Reaching – 10% of shift
Bending – 5% of shift
Pushing – 0% of shift
Pulling – 5% of shift
Climbing – 0% of shift
Sitting – 85% of shift
Overhead work – 0% of shift
Standing – 15% of shift
Walking – 15% of shift
Lifting up to 50 pounds – 5% of shift
Employee must perform essential functions of the job with or without reasonable accommodation. The company will provide reasonable accommodation to a qualified individual with a disability, as defined by the ADA, who has made the company aware of his or her disability, provided that such accommodation does not constitute an undue hardship on the company.
Other Requirements:
Pass a pre-employment drug screen and pre-employment physical.
Work Environment:
Work takes place in a climate-controlled office. The volume in the office is typically quiet.
Career Ladder:
This position could lead to advancement to a higher managerial position.
Safety: Promote a Healthy and Safe Culture
Empower employees to make the workplace safe.
Establish employee ownership for safe behavior and awareness.
Plan safety into all tasks
Learn from unsafe experiences to prevent future accidents.
Performance Standards:
The criteria for evaluation in this position include, but are not limited to, the following:
Successful development and timely completion of individual and divisional annual objectives
Accomplishment of professional development goals as established in the employee performance evaluation.
Demonstrated strong interpersonal skills in building and maintaining levels of trust and respect.
Satisfactory annual evaluation by supervisor
Note: Mellott Company reserves the right to change or reassign job duties or combine positions at any time with or without notice to the employee.
