Director Of Service

Job Description

Job Description

The Director of Service for TYM North America is a senior leadership position responsible for directing the overall management of TYM’s after-market service operations. This role involves designing and implementing service initiatives to achieve quick turnaround on field issues and proper notification and escalation of issues to internal departments. In this role, you will oversee the operations of the service department by actively managing work orders, service calls, inspections, warranty, and product improvement. The Director will deliver an exceptional service experience for our customers, managing day-to-day operations and proactively developing team members to reach their full potential.

JOB RESPONSIBILITIES

The Director of Service for TYM North America’s primary responsibilities include, but are not limited to, the following :

• Develop and implement a long-term strategic plan for the service operations, aligning with TYM’s overall business objectives.
• Develop and manage technical training teams to build support for dealers, customers and internal employees to ensure the best quality service and training for TYM products.
• Oversee the daily operations of the central service support group, ensuring efficient and effective delivery of services.
• Develop and implement performance metrics and key performance indicators (KPIs) to measure the success of service operations.
• Monitor service levels, customer satisfaction, and operational costs to identify areas for improvement.
• Develop and analyze key performance metrics to measure the effectiveness of service operations.
• Conduct root cause analysis to identify and address underlying issues that impact service performance.
• Develop and implement a comprehensive set of standardized policies, procedures, and work instructions for all service functions.
• Ensure compliance with industry regulations and quality standards.
• Develop and maintain a centralized knowledge base and training materials for service operations staff.
• Foster a positive and collaborative work environment that encourages teamwork and innovation.
• Provide ongoing training and development opportunities to enhance the skills and knowledge of service operations staff.
• Develop and implement customer satisfaction programs to measure and improve customer experience.
• Ensure that service operations align with customer needs and expectations.
• Foster a customer-centric culture within the service organization.
• Oversee the entire warranty claims process, from submission to resolution.
• Address customer queries, complaints, and issues related to warranties effectively and promptly.
• Ensure compliance with all relevant warranty laws and company policies.
• Conduct audits to ensure adherence to established warranty policies and standards.
• Performs other related duties as assigned.
• Travel required.

EDUCATIONAL AND PHYSICAL REQUIREMENTS

This job description reflects management’s assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned. This job description also does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of job change.

TYM-North America is an Equal Opportunity Employer that is committed to Diversity and Inclusion in the Workplace.