District Service Manager- Eastern Region

Position Overview

International has an exciting opportunity for a District Service Manager to cover the Eastern Region.

The District Service Manager (DSM) will support our customers by assisting with all areas of product support including warranty, training, and fleet management. The DSM will travel to various dealer, customer, or fleet locations throughout the Eastern Region. Advising Fleet and Dealer Service Teams on best practices for International products.

Responsibilities

• Maintain and develop outstanding customer relationships
• Advise Fleet and Dealer Service teams on best practices for all our International products
• Provide quarterly reviews with key customers.
• Reinforce Service Metrics and OEM standards with regular on-site visits as well as regular virtual meetings.
• Responds to customer product inquiries via telephone or in written email or chat sessions or case system, including Tier 1 and Tier2 support levels.
• Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility situations.
• Troubleshoots product problems and recommends corrective action.
• Documents customer information and recurring technical issues to support product quality programs and product development.
• Conduct technical and procedural training when necessary
• Ability to travel 75% of the time
• Interpersonal skills and technical product knowledge and expertise are critical to responding to daily customer-centric activities.
• Provides information tracking, billing/invoicing and report support.

Minimum Requirements

• Bachelor's degree and at least 5 years of customer service experience
• At least 1 years of lead experience

OR

• Master's degree and at least 3 years of customer service experience
• At least 1 years of lead experience

OR

• At least 8 years of customer service experience
• At least 1 years of lead experience

Additional Requirements

• Qualified candidates, excluding current employees, must be legally authorized on an unrestricted basis (US Citizen, Legal Permanent Resident, Refugee or Asylee) to be employed in the United States. We do not anticipate providing employment related work sponsorship for this position (e.g., H-1B status)

Desired Skills

• Organizational Skills
• Multi Tasking
• Public Speaking
• Product Knowledge