With over 100 years of combined expertise, Raymond Central develops and deploys
custom material handling solutions for the world's most trusted companies. As a
certified Raymond dealer, we offer new and pre-owned lift trucks and forklifts,
parts, storage solutions, integrated systems, fleet management and other
services to support our client's operations.
Service Coordination Manager
The Service Coordination Manager is responsible for the leadership, development,
and management of all associates in Service Coordination and Warranty across the
Raymond Central organization. The Service Coordination Manager will ensure
efficient dispatch, warranty and service invoicing operations as well as
developing and driving consistent processes and training for the group. You will
also act as a liaison between Senior Leadership, Service Managers, and other
Leaders across the organization to ensure alignment and consistent communication
across branch locations.
This is a remote opportunity but the selected candidate should live within the
Raymond Central region/footprint. There will be some travel required to our
branch locations in Missouri, Kansas, Nebraska, Tennessee, Oklahoma, Arkansas,
and Mississippi.
Principal Duties & Responsibilities:
Executes Raymond Central’s strategic vision within Service Operations
functions for all regions.
Responsible for the creation and execution of departmental goals towards the
achievement of revenue, profit, customer, and employee satisfaction goals,
and with focus towards consistency and continuous improvement.
Driving efficiency and consistency in processes and training throughout the
group.
Managing attendance and time off activities and ensuring adequate staffing
for business needs.
Select, train, motivate, and retain support staff capable of meeting current
and projected operational requirements, and make recommendations and
decisions related to performance, salaries, reviews, and professional
development.
Regularly evaluate job performance of service support associates by assessing
achievement of established goals and objectives.
Ensure a safe working environment through adherence to company training and
safety guidelines.
Partner with Accounts Receivable, service associates, and managers to resolve
billing or contract-related issues and prevent negative impact on cash flow
and customer satisfaction.
Maintains contact with the public, customers, peers within the Raymond
Enterprise organization, and other employees for the purposes of networking,
establishment of best practices, and information exchange.
Performs related duties as assigned or as the situation dictates.
Minimum Qualifications:
Bachelor’s Degree or equivalent experience of five (5) or more years in
Customer Service or Administrative Support
At least two (2) years of experience in a team lead, supervisory, and/or
management type of role
The ability to travel across branch locations within our region as needed.
The ideal candidate will also possess:
Demonstrated ability to monitor, coach, and develop personnel.
Strong customer service focus and ability to work effectively both as part of
a team and independently.
Effective communicator with the ability to collaborate across multiple levels
of management, staff, and customers.
Strong organizational skills with the ability to balance multiple priorities.
Orientation to detail, accuracy, and process improvement.
Proficiency in ERP systems, Windows, and MS Office business applications.
Knowledge of general business practices and procedures, preferably with
exposure to service operations.
Prior experience with maintenance administration, service contracts, or
related technical practices.