Manager of After the Sale Service

Gorbel's mission is simple:
We improve people's lives.
That mission guides everything we do, from the products and service we provide to our outside customers to the work environment we foster for our employees.
We are a manufacturer of material handling and fall protection products for the production and warehouse/distribution sectors.
We're on the cutting edge of manufacturing and distribution; a thriving, growing company that is constantly seeking out new ways to innovate and elevate our products and our processes - and we're looking for people like you to join us in that mission.
We're currently hiring for open positions in the US and Canada.
We operate in Canada as Engineered Lifting Systems and Equipment (ELS)/DBA Gorbel® Canada, and subsequent communication related to Canadian positions may show the ELS name.
You may be contacted by phone by recruitment personnel based in either Canada or New York.
Work Shift:

Responsible for leading the After the Sale Service department.
Provides leadership to facilitate Service staff's ability to meet departmental objectives.
Monitors workload requirements and maintains appropriate staffing requirements.
Designs & implements service initiatives to achieve quick turn around on field issues and proper notification and escalation of issues to internal departments.
Enforces current service policies and approaches and monitors them for appropriateness.
Provides recommended revisions to Director when changes are needed.
RESPONSIBILITIES:
Performance Management for all direct reports.Develop the skills of all direct reports.
Supervise staff to achieve short- and long-term company and departmental goals.Maintain efficient workforce.
Control staffing levels, turnover, morale, and productivity.Create an environment where employees can efficiently provide post sale service to dealers and end users in a timely fashion.Directs local and remote Service Staff to address after hours needs of our customers.
Sets schedules and creates back up plans for off hours support.Directs local and remote Service staff on high profile customer back charge and warranty related issues to bring these to a timely conclusion.Attends other departmental huddles, communicates information from these meetings to direct reports in a timely manner.Monitors "GOAT" data for corrective actions and works in conjunction with AE/AtSS and QCIP Directors and other functional groups/departments to improve process capability.Monitors "GOAT" data for trends and works with relevant Reliability Team or Product Support Eng to address discovered issues.Serve on occasional intra-departmental and cross-functional teams throughout the year.Participating in after-hours customer support is required.Participate in the annual trade show as required.Participate in the semiannual rep meetings.Traveling into the field for high profile warranty and back charge issues may be required.
Travel could be up to 15% of the time.Build trust and establish credibility at all levels within the companyProvide transformational leadership, using Vital Conversations and expectations of a Gorbel® leader.
Fully role model Gorbel® behaviors, supervise and coach others to do the sameActively demonstrate the ability to constructively coach others and be receptive to being coachedManage and coach all elements of the Gorbel® Performance Management System within the AtSS Team to ensure goal setting and alignment while carrying out the mid-year and year-end performance review processDevelop and maintain an environment that supports trust, teamwork, collaboration and empowerment/engagement of employees to provide an environment of continuous improvementUtilize lean tools to support continuous improvement activity within the department (A3, VSM, 6S, Kaizen, etc.)Develop & maintain standardized processes to ensure all customer inquiries are handled in an accurate and timely mannerMaintain in-depth working knowledge of the company's brands, systems, processes and productsOther duties as necessaryREQUIRED QUALIFICATIONS:
Bachelor's Degree in Engineering, Manufacturing, or related field with a minimum of 10 years' experienceAt least five years of supervision experience preferredAbility to balance and advance customer, employee and organizational needsExcellent data analytical skills with a proficiency to summarize and communicate findingsExperience leading organizational change management initiativesAbility to assess improvement opportunities and develop strategies to implement improvementsExcellent communication (written & verbal) and interpersonal skillsExceptional proven leadership skills in a technical environmentDemonstrate personal leadership and coaching skills at all timesFamiliar with Customer Relationship Management (CRM) softwareMust have a high mechanical - technical aptitude and/or experienceProficiency in Microsoft Office Suite productsPersonal characteristics are equally important to experience and knowledge.
Critical personal characteristics include:
High self-awareness and emotional maturity, low egoHigh level of integrity and trustworthinessHigh customer and quality focusContinuous improvement mindsetOptimismWillingness and comfort with giving and receiving feedbackExcellent listening skillsHigh action orientationAbility to travel domestically, up to 15% of the timeWORK ENVIRONMENT:
ADA Physical/Mental/Workplace RequirementsOccasional lifting up to 25 lbs.Sitting, working at desk/personal computer for extended periods of timePrimary work environment is professional corporate officeGorbel® is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, gender, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws.
Gorbel® is also committed to providing reasonable accommodations to qualified individuals so that an individual can perform their job related duties.
If you are interested in applying for an employment opportunity and require special assistance or an accommodation to apply due to a disability, please contact us at .The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.
At Gorbel, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case.
A reasonable estimate of the current range is:
Min.
$86,314 to Max $129,471