Service desk manager Jobs in Cedar Rapids, IA

Description

Responsible for all daily operations aspects of performance for the service & repair teams including achievement of financial, growth, and operational goals. Work collaboratively with KT Pacers’ other team members to achieve targeted safety, productivity, and quality expectations with a customer centric focus. Grow and manage the service operation to evolve to a multi-site, multi-shift environment.

Position Key Accountabilities :

• Create a Safety First and Always Culture and champion the safety of all employees; lead through example and build a Safety First and Always commitment from all associates at all levels of the organization when on the KT Pacer premises or performing official KT Pacer business off premises. Foster a spirit of continuous improvement toward the ultimate goal of an incident free workplace.
• Collaborate in the development of long-term strategic and annual operating plans for the Service organization.
• Deliver on agreed upon Service and Customer Support targets that meet or exceed the Annual Operating Plan.
• Establish annual Performance Outcomes and long-term development plans for direct reports assuring that every employee within the service organization understands their role, how they contribute to the organization, and how they can grow with the business.
• Coordinate with Sales and Operations on priority and scheduling for service orders.
• Facilitate and champion an on-going, vibrant continuous improvement culture that incorporates the disciplines of Lean, 80 / 20, and Theory of Constraints.
• Coordinate with Human Resources on attracting and retaining employees that contribute to KT Pacer’s long-term success.
• Ensure service work is completed to specification and facilitate the permanent resolution of manufacturing-related quality issues.
• Create a Servant Leadership environment that results in consistent performance and achievement while cultivating a positive workplace culture.
• Enhance customer satisfaction through on-time delivery of a quality service in addition to interactions and communications with customers that leave a positive lasting impression.
• Proactively identify and capitalize on new opportunities and / or respond to unexpected challenges and changes in business / market conditions.
• Maintain interaction and keep open communication with associates by answering questions and explaining policies and procedures; monitor and actively cultivate associate morale; respond to, prioritize, and act upon ideas to improve associate engagement.
• Other duties and responsibilities as assigned.

Following receipt of a conditional offer of employment, candidates will be required to complete additional job-related screening processes as permitted or required by applicable law.

We are an equal opportunity employer, and all applicants will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to , and please be sure to include the title and the location of the position for which you are applying.