Summary/Objective

The Director of Service is responsible for providing Next Level service to Viking customers. Oversees the development of Service staff, processes and customer relationships. This position will work closely with all departments within the organization to install, service and support equipment supplied to customers both domestically and internationally. To ensure an effective/responsive team of customer service technicians to external customers and the attainment of annual goals for service revenue and margin dollars as well as providing detailed, accurate, and timely input regarding product and system quality to internal customers.

Accountabilities

• Manage service and support functions for Viking machinery including field installs, troubleshooting and repair, and warranty work.
• Direct the Service Team including Service Manager, Service Engineer and all Field and Call Center Service Technicians, as well as providing leadership and mentoring to staff.
• Smart Data & Web Part Store - partner with Sales & Marketing Team and External Software Developers on enhancement of Web Parts Store and Customer Data programs.

• Conduct weekly Department Team meetings and monthly install and service meetings collaborating with Engineering, Sales and Manufacturing.

• Implement and monitor Service Tech training program to ensure an effective, well-trained team to meet customer requirements.

• Analyze customer inquiries to understand product problems and/or weaknesses. Communicate with other departments in the company to find solutions.
• Monitor and manage department financials including margin analysis and opportunities for cost savings.
  

Requirements

• BS degree in a technical discipline (engineering, etc.) OR 5 years' comparable experience.
• 4+ years' experience in customer service, engineering, or production. Good understanding of company's machinery to effectively handle customer problems.
• Working knowledge of mechanical/electrical technical applications. Hydraulics helpful.
• Excellent customer service, leadership and communication skills.
• Previous experience managing a service/installation team required.
  

Physical Demands and Work Environment

The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

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  Regularly required to stand and use hands to finger, handle, and/or feel.
• Frequently reach with hands and arms and stoop, kneel, crouch and/or crawl.
• Frequently bend and access parts out of low and high shelving units or bins.
• Frequently walk or stand.
• Talk and/or hear on a regularly basis.
• Occasionally climb or balance, use a ladder.
• Regularly lift and move up to 10 lbs, occasionally lift and/or move 25 lbs, and at times lift and/ or move up to 50 lbs.

• Specific vision abilities required by this job include close vision, color vision, depth perceptions, and the ability to adjust focus.

• While performing the duties of this job, the employee is exposed to moving mechanical parts. The noise level in the manufacturing area is moderate.

Other Duties

• Other duties may be assigned as positions grows